Refunds & Returns

Last updated 14 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Changed your mind, or something is not right with your order? This page explains what to do. It covers buying from us as a consumer in the UK, and nothing on it takes away your legal rights.

Your right to cancel

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give UK consumers 14 days from delivery to cancel an online order, for any reason. We give you 15 days. If your order comes in separate parcels, the time starts when the last parcel arrives.

To cancel, email theteam@buttwasher.net with your order number before your 15 days are up. You then have a further 14 days to send the goods back.

No fees for cancelling

There is no cancellation fee. We do not take any packing, processing or restocking charge off your refund.

What we refund, and when

We refund the price you paid for the goods and the standard delivery charge. If you paid for express delivery, we refund what standard delivery would have cost, as the law allows.

You get your refund within 14 days of the day we receive the goods back, or the day you send us proof that you posted them, whichever comes first. We aim to process it within 24-48 hours of the goods reaching us. Your card provider or PayPal may then take a few working days to show it.

We refund to the payment method you used. If you would rather, we can keep the amount as credit towards a future order.

Sending back something you changed your mind about

For a change of mind return, the item should be unused and in its original packaging, and you need your order confirmation or other proof that you bought it from this website. We cannot take back items bought from other retailers.

You pay the postage for a change of mind return. Use a service that gives you proof of postage, because the parcel is your responsibility until it reaches us.

Items that have been fitted or used

If an item arrives sealed, and you break the seal and then fit it or use it, we may refuse to take it back as a change of mind return. The law allows this for sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed (regulation 28(1)(b) of the Consumer Contracts Regulations 2013).

We apply this narrowly. It does not cover an item you have not fitted or used, and it never applies to goods that are faulty, damaged or not what you ordered.

Faulty, damaged or incorrect items

This applies to everything we sell, and nothing above limits it.

Under the Consumer Rights Act 2015, goods must match their description, be of satisfactory quality and be fit for purpose. If something you receive is faulty, damaged or not what you ordered:

• within 30 days of delivery, you can reject it for a full refund;
• after that, you can ask for a repair or a replacement;
• if a repair or replacement does not fix it, you can ask for a refund or a price reduction.

We pay the cost of sending back faulty, damaged or incorrect items.

Damaged in transit, parts missing or the wrong item

If a parcel arrives damaged, has parts missing or has the wrong item in it, email us with your order number as soon as you can. A photo of the item and the packaging helps us sort it out faster, but you do not need one to use your rights. We will put it right with a replacement or a refund, at no cost to you.

Order not received

If your order has not arrived, email us with your order number and we will look into it. If a parcel is lost on the way, we refund the full cost of the goods and the delivery charge.

Cancelling before dispatch

You can cancel any order free of charge before it is dispatched. Orders are dispatched after a 24-48 hour handling time, so email us as soon as you can. If your order has already gone, you can still cancel it within your 15 days, as explained above.

How to start a return

Email theteam@buttwasher.net and include:

• your name;
• your order number;
• the product you are returning;
• the email address you ordered with;
• a short note on what happened, or simply that you changed your mind.

We will reply with the address to send it to. Please wait for our reply before you post anything, so your parcel goes to the right place and is matched to your order.

If something goes wrong

If you are not happy with how we dealt with a return, email theteam@buttwasher.net with your order number and the word "complaint" in the subject line. A person will go through your case again from the beginning. Your statutory rights stay the same whatever this page says.