Refund policy
Refund Policy
We build this for people who work for a living. If it doesn't do what we said it would, we're not going to argue with you about it.
The 30-day guarantee
Open it. Use it. If it doesn't work on your gear, we refund you.
You have 30 days from delivery to request a refund on your first order of any product. You do not need to return an opened bottle and you do not need it to be unused — a product you never opened tells you nothing about whether it works.
To start, email support@blackwaterwashcompany.com with your order number and a sentence about what it failed on. That last part is not a hoop — it is genuinely how we improve the formula.
Unopened products
If you ordered the wrong thing, or simply changed your mind, unopened products in original packaging can be returned within 30 days of delivery for a full refund of the product price. Contact us first and we will send return instructions. Items sent back without contacting us first cannot be processed.
Return shipping on change-of-mind returns is the customer's responsibility. If the return is our fault — wrong item, defective, or damaged — we cover it.
Damaged, leaking, or wrong item
Inspect your order when it arrives. If anything is damaged, leaking, or not what you ordered, email support@blackwaterwashcompany.com within 7 days of delivery with photos of the parcel and the product. We will replace it or refund it — your choice — and we cover all shipping on those.
Subscriptions
You can pause, skip, reschedule, or cancel a subscription at any time from your account. There are no fees and no minimum number of orders.
Cancelling stops all future orders. If a subscription order has already been processed when you cancel, that order still ships — contact us and we will sort it out.
The 30-day guarantee applies to your first order. Later subscription orders are covered by the damaged/wrong-item terms above.
What we cannot refund
- Gift cards — non-refundable.
- Shipping charges — non-refundable, except where an order is cancelled by us, arrives damaged, or is wrong.
- Import duties and customs fees on international orders — these are charged by your country, not by us, and we have no way to recover them.
- Orders returned to us as undeliverable due to an incorrect address — we refund the product price less original shipping once the parcel reaches us.
How refunds are processed
Approved refunds go back to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post it — that part is outside our control.
If more than 15 business days have passed since we told you a refund was approved and you still have not seen it, email us and we will chase it.
European Union — 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. For unopened products, return them in their original packaging. For opened products, our 30-day guarantee above is more generous and you are welcome to use it instead.
This right is in addition to, not instead of, the guarantee described above.
United Kingdom
If your order is shipped to the United Kingdom, you have a 14-day right to cancel under the Consumer Contracts Regulations, on the same terms as the EU section above.
Questions
Email support@blackwaterwashcompany.com. We reply within 1–2 business days, and a person reads every message.