Loaded Sponges

FREE UK Delivery • Secure payment by Stripe
Customer support

Returns & Refunds

Last updated: 14 May 2026

We want you to love your Loaded Sponges. If something isn't right, here's exactly how we'll sort it.

14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a UK online order within 14 days of receiving it, for any reason.

To cancel, email us at hello@loadedsponges.co.uk with your order number within those 14 days. We'll confirm the cancellation and send you the return address.

Important hygiene exemption. Loaded Sponges are sealed personal-care items. Under Regulation 28(3)(a) of the Consumer Contracts Regulations, the right to cancel does not apply to sealed personal-care or hygiene goods once they have been unsealed after delivery. If you'd like to cancel under the 14-day right, the sponge case must still be sealed when you return it.

How to return your order

  1. Email us at hello@loadedsponges.co.uk with your order number to start the return.
  2. We'll reply with our return address.
  3. Send the unsealed, unused sponges back to us within 14 days of telling us you want to cancel. We recommend Evri tracked so you have proof of postage.
  4. The cost of return postage is your responsibility unless the item is faulty or we sent the wrong one.

Refunds

Once we receive your return and have checked it, we'll issue your refund within 14 days back to your original payment method (via Stripe). Bank processing times are usually 3-5 working days after that.

If you cancel the entire order before it has shipped, we'll refund the delivery cost. If you keep part of the order, we'll refund the cost of the returned items only.

Damaged or faulty items

Under the Consumer Rights Act 2015, if a product is damaged, faulty or not as described:

  • Within 30 days of delivery: you have the right to a full refund.
  • After 30 days: we'll repair, replace or refund according to your statutory rights.

Please email us at hello@loadedsponges.co.uk within 30 days of receiving the order, with your order number and a photo of the issue, and we'll sort it right away.

Wrong item received

If we send you the wrong scent or item, that's on us. Email us within 14 days and we'll send the correct item out (or refund) and cover the return postage on the wrong item.

Order not received

If your tracked parcel doesn't arrive within 10 working days of dispatch, get in touch and we'll open an investigation with Evri. You're entitled to a full refund or replacement if the parcel is confirmed lost.

Questions before you buy? Drop us a line at hello@loadedsponges.co.uk or use the contact form. We're a small family team and we'll always try to make things right.