Refund policy

Returns & Refunds Policy

Change of mind returns

We offer a 10-day return policy for change-of-mind returns. This means you must request a return within 10 days of receiving your item.

To be eligible for a change-of-mind return:

  • The item must be unused
  • The original packaging must be unopened and intact
  • The item must be in a resalable condition
  • Proof of purchase is required

🚫 Opened, used, or partially used items are not eligible for return, even if the product appears unused.

How to request a return

To request a return, please contact us at:
📧 hello@thewashstore.com.au

If your return is approved, we will provide instructions on how and where to send your item.
Items returned without prior approval will not be accepted.

Return address:
PO BOX 390
Panania NSW 2213
Australia

Faulty, damaged, or incorrect items

Please inspect your order as soon as it arrives. If your item is faulty, damaged, unsafe, or incorrect, contact us promptly at hello@thewashstore.com.au so we can assess the issue and provide an appropriate remedy.

Nothing in this policy limits your rights under:

  • Australian Consumer Law (Australia)
  • Consumer Guarantees Act (New Zealand)
  • Consumer Rights Act 2015 (United Kingdom)

Non-returnable items

Due to hygiene and safety reasons, the following items cannot be returned once opened:

  • Laundry detergent sheets
  • Fabric softener sheets
  • Dryer sheets
  • Pet cleaning or bathing sheets
  • Any household or personal cleaning products

We also do not accept returns for:

  • Sale or clearance items
  • Gift cards
  • Custom or special-order items

Exchanges

We do not offer direct exchanges.
If your item is eligible for return, please return it first. Once approved, you may place a new order for the desired item.

United Kingdom & European Union – 14-day cooling-off period

If your order is shipped to the United Kingdom or European Union, you have the legal right to cancel your order within 14 days of delivery, without providing a reason.

However, this right does not apply to goods that are:

  • Sealed for hygiene or health reasons once opened

To qualify for a cancellation or return:

  • The item must be unused
  • The packaging must be unopened and intact
  • Proof of purchase is required

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method
  • Processing will occur within 10 business days

Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since approval, please contact us at hello@thewashstore.com.au