Refund policy

TruWash Refund & Return Policy

At TruWash, we strive to be fair to our customers and the environment. Please review our policies below regarding our Money-Back Guarantee, Returns, and Damaged Goods.

1. 30-Day Money-Back Guarantee

We offer a 100% Money-Back Guarantee on Quickshine, our Laundry Sheets, and Dishwasher Sheets. We want you to love our products!

  • If you are unhappy with these specific products, please contact us within 30 days of receiving them.

  • We may ask you to return the remaining product to us; if so, we will provide a pre-paid return label.

  • Please Note: Our guarantee covers the cost of the product only. Original postage costs are non-refundable.

2. Returns Policy (Change of Mind)

If you receive your order and decide you no longer want it:

  • Refuse Delivery: The fastest way to return an order is to tell the delivery driver to "Return to Sender" upon delivery.

  • Opened Orders: If you have already opened the shipping box, the items must remain unused. We cannot accept returns if the packaging is opened, or if bottles/cloths show any signs of use or damage.

  • Damaged Packaging: Returns will not be accepted if the product packaging or bottle is damaged in any way that prevents resale.

3. Damaged or Faulty Goods

We take great care in our packaging, but accidents happen.

  • You must contact us within 3 working days of delivery to report damaged goods.

  • Evidence Required: We require clear photos of the external shipping box and the internal damage. Without proof of damage, we cannot process a refund or return.

  • Eco-Friendly Resolution: To reduce our carbon footprint, we may offer a full refund rather than a replacement to avoid the environmental impact of extra shipping.

4. Lost or Delayed Parcels

If your package hasn’t arrived, please don’t panic!

  • Waiting Period: Please allow 9 working days from the dispatch date for your order to arrive (this allows for courier delays).

  • Reporting: After 9 working days, email us at oops@truwash.co.uk. We will investigate with the delivery company.

  • Resolution: If the order is confirmed lost/damaged by the courier, we will send a one-time replacement. If that replacement also fails to arrive, we will issue a full refund for the original order rather than sending a third package.

5. Address Errors

Please double-check your delivery address before finishing your order.

  • Liability: TruWash is not liable for orders delivered to an incorrect address provided by the customer.

  • Fast Dispatch: We pack orders very quickly. While you can email us to request an address change, we often cannot catch the order before it is dispatched. If an order is sent to the wrong address provided by you, you will still be charged.

6. Processing Your Refund

Once a refund is approved, it will be processed back to your original payment method. Please allow 5–10 business days for the funds to appear in your account, depending on your bank.