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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.

For the return of non-faulty items, the shipping cost is covered by you.

For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this ensures 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. Your package must include the full name on the order and the invoice number. Once the item has been received at our office you will receive an email confirming receipt. After receipt of your goods, we shall inspect the condition of item and as appropriate 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.

 

Please return to:

TURTLE WAX, INC.

ATTN: ORDER RETURNS

2250 W. Pinehurst Blvd., Ste. 150

Addison, IL 60101

 

Please contact a member of our Consumer Affairs Team at https://www.turtlewax.com/pages/contact-us for any questions or concerns on how to return non-faulty items.

 

Return of faulty items

If the product you have ordered is faulty, you have 30 days to return it. Parcels or items damaged in transit must be reported to Turtle Wax Customer Service Team within 48 hours of delivery. If the deadline for reporting parcels damaged during transit is not met, we regret that we will not be able to issue a refund or replacement goods.

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. Please note refunds take 5 working days to clear from the point of processing. To report damaged items, please contact a member of our Consumer Affairs Team at https://www.turtlewax.com/pages/contact-us. 

 

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, 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 Consumer Affairs Team Member 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 within 5 business days of receiving your refund approval notice, please contact us at https://www.turtlewax.com/pages/contact-us and a member of our Consumer Affairs Team will be happy to assist.

 

Sale Item Refunds

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 an item you purchased for the same item, send us an email at

https://www.turtlewax.com/pages/contact-us.

 

Order cancellation

If you wish to cancel an order, please contact our Consumer Affairs Team

at https://www.turtlewax.com/pages/contact-us. If your order has 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.

Prior to requesting a cancellation, please check the status of your order via your confirmation email. If a tracking number has been assigned, we are unable to cancel your order. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out in section “RETURNS OF NON-FAULTY ITEMS”.

If a tracking number has not been assigned, our Consumer Affairs Team 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.

 

Other

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

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