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Refund policy

 Returns & Refunds

 

Our policy lasts 30 days. If 30 days have gone by since the delivery date, unfortunately, we can’t offer you a refund or exchange. 

 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition/packaging is damaged or missing parts for reasons not due to our error 
- For items that are part of a sale or have been purchased with a discount code would still be eligible for refunds, however, the shipping and handling costs may not be refundable.

 

Note that we have a strict no refund policy for change of mind so upon purchasing you acknowledge this. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to us until instructed to do so by our support team via email. In the event that the customer returns the parcel without being instructed to do so, we will not be able to process the return. 

 

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, then your refund will be processed, and a full refund (less any shipping & handling cost) will automatically be applied to your credit card or original method of payment, within a certain amount of days. Note that we do not provide paid shipping labels for returns and customers are responsible for covering their own return shipping costs. 

 

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. 


If you’ve done all of this and youstill have not received your refund yet, please contact us at [email protected]

 

Cancellations

If you need to cancel or make any changes to your order, please email [email protected] within two hours of making your purchase with the subject line of this email must-read 'CHANGE OF ORDER' or 'CANCEL ORDER' and our team will be back to you shortly. If your order has already been processed, Scrubway™ reserves the right to charge a 10% processing fee for cancellations requested within the timeframe stated above. 

 

 

Exchanges 

We only replace items if they are defective or damaged. We do ship every item very carefully. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment. If this happens to you, please send us an email at [email protected] with your order number and a picture of the damaged product. Once received, we'll be happy to send a replacement free of charge. Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

 

 

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.  If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

 

 

If you would like to submit a return or refund request, please contact [email protected] with the following information. 


Full Name
Order Number
Email Address
Explanation of the defect 
High-quality photo or video showing the defects. If images are not provided we will not be able to complete your request.