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Pndwr handles bath wash ball return requests through one written review so the ordered unused personal-care item, its hanging component and supplied pouch, and the requested outcome can be matched to the order record. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
Bath wash ball returns are assessed as complete sets. The unused wash ball and every listed hanging cord, center fastening, drawstring, storage pouch, and care card must remain together in the supplied quantity. For bath wash ball orders, support review may refer to material, finished diameter, loop, ribbon or crochet construction, center fastening, hanging cord, storage pouch, package quantity, unused condition, hygiene, and delivered package completeness.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Because a bath wash ball is a hygiene-sensitive item intended for direct skin contact, an eligible non-defective return must remain completely unused, unwashed, clean, and dry, with no contact with skin, water, steam, soap, body wash, cosmetics, oils, lotions, hair, towels, bathroom surfaces, odors, stains, residue, or another person. The item must not have been soaked, rinsed, fluffed through use, compressed for use, or have its center, loops, ribbons, stitches, cord, drawstring, or pouch altered. Opening the parcel for careful visual inspection without removing protective packaging does not by itself prevent a return.
Repack an approved unused bath wash ball without compressing, stretching, washing, or exposing it to moisture. Protect chenille loops from snagging, lay perforated EVA ribbons in their natural expanded form without sharp folds, and keep crochet panels, center fastenings, hanging cords, drawstrings, and supplied pouches clean and dry. Place the complete item in its original protective pouch and one sturdy outer carton with clean paper cushioning so the finished profile and small components cannot shift in transit. After approval, we email the pre-paid label for download and printing together with assigned mailing instructions; these packing steps protect the returned personal-care item and do not reduce mandatory consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@pndwr.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: The Ponds, NSW 2769, Australia.
In the first email, identify the SKU and wash-ball construction and state whether the request concerns delivery damage, material, finished diameter, chenille loop band, EVA ribbon, perforation, crochet panel, center fastening, seam column, hanging cord, drawstring ring, storage pouch, package quantity, or a missing component. Clear photographs of visible transit damage or an incorrect unused item can assist review, but photographs are not required for every return.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
An exchange may be requested for another available unused bath wash ball after the original complete set is approved for return. Material, surface structure, finished diameter, hanging component, drying method, supplied pouch, price, and availability may differ and will be explained before the replacement is confirmed. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@pndwr.shop or +61 424 947 163. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT-08:00) Pacific Standard Time (Los Angeles).