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Refund Policy

My Item Is Not Faulty, Can I Return It?

Please contact a member of our Customer Services team at supportuk@turtlewax.com or through our “Contact Us” form and they will guide you on how to return the non-faulty items. We ask that you please include your order number or receipt of purchase when contacting us so we can action your request as soon as possible.

If your item is not faulty, all you pay for is the postage cost of returning the item. 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 item will remain your responsibility until it has been signed for at the return address. We do not accept responsibility for items lost or damaged in the post. Once the item has been returned, please notify us at supportuk@turtlewax.com with your proof of return receipt. We aim to process refunds within 14 working days of receipt of your proof of return. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds may take up to an additional 5 working days to clear into your account from the point of processing.

My Item Is Faulty, Can I Return It?

If the item 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 damaged 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 supportuk@turtlewax.com and they will guide you on how to return a faulty item. We are currently unable to supply a pre-paid return label so we ask that you retain your receipt of postage, and we will refund your postage back to you either via your account, PayPal, or BACS transfer.

After receipt of your returned goods and proof of postage we shall either send a replacement item or issue a refund as per your preference. We aim to process refunds within 14 working days of receipt of return. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds may take up to an additional 5 working days to clear into your account from the point of processing.

How Quickly Will My Faulty Item Return Take To Process?

Once the faulty item has been returned, please notify us with an image of your proof of postage. We aim to process refunds within 14 working days of receipt of the returned item. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds may take up to an additional 5 working days to clear into your account from the point of processing.

How Do I Cancel My Order?

If you wish to cancel your order, please contact our Customer Service Team at supportuk@turtlewax.com. If your items have been dispatched before cancellation you will be liable for the costs of returning the unwanted items. Orders are picked and packed within the hour of the order being placed, once the packing process has occurred, we are unable to cancel any orders. This return policy does not affect your statutory rights.

How Do I Amend My Order?

If you wish to amend your order, please contact our Customer Service Team at supportuk@turtlewax.com. Orders are picked and packed within the hour of the order being placed. We are unable to guarantee that we can progress any order amendments once the order has been created. If you have inputted an incorrect address and we are unable to amend this before shipment, Turtle Wax is not obliged to offer a refund or a replacement.

 

I Have Not Received My Order?

If your order has not arrived within the expected time frame, please contact our Customer Service team as soon as possible at supportuk@turtlewax.com. If we are not notified of your missing order within 30 days of the expected delivery date, Turtle Wax is unable to guarantee a refund or replacement of your order.

My Order Was Marked As Delivered But I Still Do Not Have It?

If your order is marked as delivered by the courier but you have not received your parcel, please contact the Customer Service Team at supportuk@turtlewax.com within the first 48 hours of the item being notified as delivered. In the first instance ensure that the courier has not left an image of the location of your parcel. Outside of the 48-hour notification period, Turtle Wax is unable to guarantee a refund or replacement of your order.

I Forgot To Apply My Discount Code To My Order

If you have forgotten to apply a discount to your order, please contact the Customer Service Team for assistance at supportuk@turtlewax.com on a case-by-case basis. Turtle Wax is unable to guarantee that the discount can be applied once the order has been made.

My Order Arrived Damaged?

We carefully pick and pack our parcels to ensure they arrive to you safely, however occasionally accidents do happen. If your order has arrived damaged, please contact the Customer Service Team at supportuk@turtlewax.com within the first 48 hours of receiving the order for assistance. Please include images of the damaged parcel and your order number. Outside of the first 48 hours of receiving the parcel, Turtle Wax is unable to guarantee a refund or a replacement of your order.

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