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Eau Damaged or Defective on ArrivalUpdated 2 hours 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:  Installing a damaged toilet can cause cracks to worsen, leading to leaks, breakage, or property damage. A damaged unit is not covered by warranty once it has been installed.

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:

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.



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