Refund policy
Return & Refund Policy
We want you to be happy with your SPONKOO purchase. This policy explains your rights and how returns and refunds are handled.
30-Day Returns
We offer a 30-day return period. This means you have 30 days after receiving your order to request a return.
To be eligible for a return under our voluntary 30-day returns policy, your item should be in the same condition in which you received it, unused, with any original tags or packaging where applicable. You will also need your receipt or proof of purchase.
To request a return, please contact us at sponkoolimited@gmail.com before sending any item back. We will provide return instructions and the appropriate return address.
Please do not send products back without first contacting us.
UK Cancellation Rights
If you are a UK consumer purchasing online, you generally have a legal right to cancel your order within 14 days after receiving the goods, subject to any exceptions provided by law. After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
You may inspect the goods as you would reasonably be able to do in a shop. We may make a deduction from a refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.
Nothing in this policy affects your statutory rights.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, faulty, defective, or you receive the wrong item, contact us as soon as possible at sponkoolimited@gmail.com with your order number and, where helpful, photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with your legal rights. Where goods are faulty or not as described, your statutory rights under UK consumer law apply.
Return Shipping
For returns made because you have changed your mind, you are responsible for the direct cost of returning the goods unless we tell you otherwise.
If an item is faulty, damaged, incorrect, or not as described, we will handle reasonable return costs where required by law.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
Where a refund is due, it will be issued to your original payment method. For cancellations covered by your statutory cancellation rights, refunds will be made within the time required by applicable UK law. Your bank or card provider may take additional time to process and display the refund.
Where required by law, standard outbound delivery charges will also be refunded. Any additional amount paid for an enhanced or premium delivery method may not be refundable beyond the cost of our standard delivery option.
Exceptions
Certain goods may be excluded from cancellation or return rights where permitted by law, including certain personalised or made-to-order products and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
This does not affect your rights if a product is faulty, damaged or not as described.
Exchanges
If you would like a different product, please contact us. Where appropriate, the simplest method may be to return the eligible item and place a new order.
Contact Us
For any questions about returns or refunds, please contact:
SPONKOO Limited
Email: sponkoolimited@gmail.com
This policy does not affect your statutory rights.