Returns & Refunds

Last updated: 1 November 2026

Your 14-day right to change your mind

Under the Consumer Contracts Regulations 2013, you normally have 14 days from receiving your order to change your mind and return it for a refund.

Important — hygiene exception

Our sponges are hygiene products. Once the sealed packaging has been opened, they cannot be returned for a change-of-mind refund, for health and hygiene reasons — this exception is permitted under the Consumer Contracts Regulations. Unopened, sealed products can be returned within 14 days for a full refund.

To return an unopened order, email hello@loofi.co.uk within 14 days of delivery. You will be responsible for return postage unless the item was faulty. We will refund within 14 days of receiving the returned goods (or proof you have sent them).

One thing to check with your solicitor. The hygiene exception applies to goods sealed for health or hygiene protection where that seal has been broken. It depends on your sponges actually being sold in a sealed pack. If they ship loose or raffia-tied rather than sealed, this clause may not hold and you would owe ordinary 14-day change-of-mind refunds. Worth confirming before you rely on it.

Faulty, damaged or wrong items

This hygiene restriction does not affect your legal rights. If your order is faulty, damaged, or not what you ordered, we will replace it or refund you in full, including postage. Just email us with your order number and, ideally, a photo.

How refunds are made

Refunds go back to your original payment method.