Toilet paper is a hygiene product, which puts real limits on what we can take back. Here's the honest version rather than the legalistic one.
Unopened packs
If a pack is unopened and undamaged, we'll accept a return within [PLACEHOLDER] days of delivery. [PLACEHOLDER — state who pays return shipping.]
Opened packs
We can't take back opened tissue, for reasons we hope are obvious. This is standard for hygiene products and isn't us being difficult.
If something arrives damaged or wrong
Different situation entirely. If your order arrives damaged, incomplete, or isn't what you ordered, tell us within [PLACEHOLDER] days and we'll replace it or refund it. Send a photo if you can — it speeds things up and we won't ask you to return the damaged goods.
If you simply don't like it
Write to us anyway.
We'd genuinely rather know. If the paper doesn't perform the way we've said it does, that's information we need — and we'd rather have an honest complaint than a quiet non-repeat customer. [PLACEHOLDER — decide whether you'll offer a goodwill refund on a first order and say so here.]
Wrong colour or pack size
If the pack is unopened, treat it as a standard return above. If you're unsure which finish suits your bathroom before ordering, our guide to choosing a palette may help.
How to start a return
Email us with your order number and what's wrong. There's no form and no portal.
[PLACEHOLDER — add returns email address and, if you accept physical returns, the address to send to.]
Refund timing
Approved refunds are returned to the original payment method and typically take [PLACEHOLDER] working days to appear, depending on your bank.