Refund policy

We want your experience with us to be smooth and straightforward. Here’s everything you need to know about returns.

Returns

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If any product you purchase is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund.

Change of Mind – Cooling-Off Period

If you buy online, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013 (“cooling-off period”).

  • To exercise this right, you must notify us in writing within 14 days of delivery.
  • You then have a further 14 days to return the goods.
  • Refunds will be processed within 14 days of receiving the returned items, provided they are eligible for return (see below).

Paper Products

Covers:

  • Toilet Paper (regular rolls, jumbo rolls, folded)
  • Hand Towels (V-fold, Z-fold, hand towel rolls)
  • Wiper Rolls
  • Couch Rolls
  • Face Masks
  • Facial Tissues
  • Disposable Toilet Seat Covers

Hygiene first: We cannot accept returns of opened or unsealed paper products. These products are sealed in packaging to ensure hygiene integrity. For health and hygiene protection reasons, once the packaging has been opened, the hygiene standard is compromised, and the item cannot be returned.

It must remain unopened to be eligible for return.

Unopened products in their original packaging may be returned within 14 days of delivery. Please get in touch with us before sending anything back.

Equipment Products

Covers:

  • Bins (office bins, waste bins, stainless steel bins)
  • Dispensers (for paper towels, gloves, masks, tissues)
  • Hygiene Stands
  • Sign Plates (door, wall, table)

Equipment returns are accepted if the product has been carefully opened and:

  • The packaging is intact, with no rips or tears.
  • The product itself is undamaged, unused, and shows no signs of wear.

We cannot accept equipment that has been used or shows any damage. 
Returns must be requested within 14 days of delivery.

Faulty or Incorrect Items

If you receive a product that is faulty or not as described, please get in touch with us immediately. In these cases:

  • We will arrange a free return or replacement.
  • A full refund will be issued if preferred.
  • Faulty items are not subject to the “sealed packaging” exemption.

📩 How to Return

If you need to return an item, please get in touch with our team before sending anything back. This helps us guide you through the process and ensure your return meets our hygiene and safety requirements.

You can reach us in a way that works best for you:

  1. Email us at: info@tishahygiene.co.uk. Don’t forget to include your order number in the comments and which product you’re returning.
  2. Give us a call at: 020 38 777 577

Once we hear from you, we’ll let you know if the item can be returned and explain exactly how to send it back safely.

Refunds

  • Refunds are processed to the original payment method.
  • Please allow up to 7 working days for the refund to appear once we have received the return.
  • Shipping costs are non-refundable except where required by law.
  • We reserve the right to make deductions if returned goods show signs of use or handling beyond what is reasonably necessary to inspect them.

Important Notes

  • Tisha Hygiene must approve all returns before sending items back.
  • Items returned without approval or after 14 days cannot be accepted.