I used their free returns tracked service (Royal Mail is their chosen courier) and the courier lost the parcel in transit therefore never made it back to their warehouse - despite me being able to provide my proof of postage certificate, Joules are refusing to refund me a loss of £40. Royal Mail claims service also refuses to cover me for this loss as it's a service paid for by Joules. Customer service team weren't transparent with this process (didn't point out 6.4 in their T&C's) - I've been sent round in circles, left out of pocket near the Christmas period and so frustrated that this is through no negligence of my own.