Eau by TUSHY is damaged or defective on arrivalUpdated a month ago
We're sorry your Eau arrived less than perfect — that's not the kind of first impression we were going for. Here's exactly what to do so we can make it right as quickly as possible.
Stop! Don't Install a Damaged Toilet
Before doing anything else: if you notice any cracks, chips, or damage to the porcelain — on the bowl, tank, lid, or any other surface — do not proceed with installation.
🚨 Important: A damaged unit is not covered by warranty once it has been installed. If you receive your Eau and notice any cracks, chips, or damage to the porcelain, stop — do not install it. Report the damage to us within 3 days of delivery before installation begins, and we'll make it right. Damage reported after installation will not qualify for warranty replacement.
Inspect Your Eau Before Installing
Under good lighting, carefully check:
- The bowl (inside and outside)
- The tank
- The lid
- All porcelain surfaces on the base
- All included components and parts
How to Report Damage
Damage must be reported within 3 days of delivery and before installation to qualify for a warranty replacement.
Contact us by any of the following:
- Contact portal with easy photo/video upload options
- Email: [email protected]
- Chat: hellotushy.com
- Text: MYTUSHY to 794-54 (US) or +1 (888) 599-8926 (Canada)
- WhatsApp: +1 (888) 218-8749
What to include in your message:
- Clear photo(s) or video showing the damage
- Photo of the product label with the serial number (located on the right side of the toilet base)
- Your order number
- Your full name
- The email address used to place the order
- Your phone number
What Happens Next
Once our team verifies that the damage is warranty-eligible, we'll arrange a replacement. We may ask for additional photos or information to complete the assessment.
🚨 IMPORTANT: Damage reported after installation, or outside the 3-day window, will not qualify for a warranty replacement. When in doubt, report first and install later.
Defective Unit (Not Physical Damage)
If your Eau is functioning incorrectly after a successful installation — error codes on the display, features not responding, or something just feeling off — this may be a manufacturing defect covered under TUSHY's 1-Year Limited Warranty.
Contact us via our contact portal with:
- A description of the issue (and any error codes shown on the display)
- Photos or video
- Your order number and serial number
Warranty Quick Reference
TUSHY's 1-Year Limited Warranty covers defects in materials and workmanship under normal use.
The warranty does NOT cover:
- Damage that occurred during shipment (use the delivery damage process above)
- Damage from improper use, installation errors, or failure to follow instructions
- Damage from product modifications
- Normal wear and tear
- Incidental or consequential damages
Full warranty terms are included in your Eau instruction manual or here.
We've Got Your Backside
Our Poo-Ru team is here for you every day at hellotushy.com. No bum questions — we've literally heard it all.