Return, Refund and Cancellation Policy

Returns of non-faulty items
Our policy for returns of non-faulty items lasts 14 days. If more than this time has gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please contact a member of our Customer Services team at supportus@turtlewax.com or through our Contact us form and they will guide you on how to return the non-faulty items and issue you with a completed Returns form. Please sign the form and include with your return.

Return of faulty items

If the product you have ordered is faulty you have 30 days in which to return it. Parcels or items damaged in transit must be reported to Turtle Wax Customer Service Team within 24 hours of delivery. If the deadline for reporting parcels during transit is not met, we regret that we will not be able to issue a refund or replacement goods.

Please contact a member of our Customer Services team at supportus@turtlewax.com and they will guide you on how to return the faulty items and issue you with a completed Returns form. Please sign the form and include with your return. Failure to do this will delay your return being processed.

When returning faulty items we shall email you a Prepaid returns label. Instructions of how to return the faulty item will be enclosed within the email. Simply follow the instructions and return your item. Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we shall either send a replacement or issue a refund as per your preference. We aim to issue refunds within 14 working days. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Return times

Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days.

Refunds will be issued based on the original form of payment. If you paid via bank transfer you need to give this information to our customer service staff when you initiate the return so that we can refund the money directly to your account.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at supportus@turtlewax.com or via our Contact Form.

Sale items
For items bought on sale, the refund will be the amount the product has been purchased for at the time of the sale.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at supportus@turtlewax.com


Shipping of returns and replacements


For the return of non-faulty items, the shipping cost is covered by you. For the return of faulty items, we shall email you a Prepaid returns label.

For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. Once the item has been received at our warehouse you will receive an email confirming receipt. After receipt of your goods we shall issue a refund. We aim to issue refunds within 14 working days. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Order cancellation

If you wish to cancel an order please contact our Customer Services Team at supportus@turtlewax.com. If your goods have been dispatched before cancellation you will be liable for the costs of returning the unwanted items. This returns policy does not affect your statutory rights.

You may cancel any order free of charge and without giving us any reason, provided it has not yet been shipped. We begin processing orders placed at our online store almost immediately. If you wish to cancel your order, please check the status of your order first by visiting the “Order status” link at the top right of the website.

If the status of your order is “Pending” or “On Hold” you may cancel your order by contacting us at the website’s customer service section. Our customer service agents will request a cancellation of your order at our warehouse. If successful, they will send you an e-mail and the cancellation will be free of charge. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out below.

Other

If you have any questions, please contact us at supportus@turtlewax.com. A member of our team will answer your query as soon as possible. In the meantime, please refer to our FAQ page.