How to return the Eau by TUSHY?Updated an hour ago
We want every bum to be happy — so if your Eau isn't working out, here's everything you need to know about returns and replacements.
Before You Request a Return
A lot of issues that seem return-worthy can actually be resolved quickly. Before starting a return, we'd love the chance to help troubleshoot and our Poo-Ru team has seen it all.
Review these articles first as it might be a quick solution:
- Remote Not Working
- No Water Coming Out/Weak Spray
- Seat or Lid Not Opening/Closing Automatically
- Eau Isn't Flushing
- Eau Making Unusual Noises
Still want to move forward with a return? Keep reading.
Damaged or Defective on Arrival
If your Eau arrived with visible damage — cracks, chips, or broken components — or if it's defective right out of the box, this is handled through our warranty process, not a standard return.
🚨 Important: Damage must be reported within 3 days of delivery and before installation to qualify for a warranty replacement. Do not install a damaged unit.
See: Eau Damaged or Defective on Arrival for full instructions on what to include and how to report it.
Standard Returns
For return eligibility, timeframes, and conditions, please refer to TUSHY's return policy at hellotushy.com.
To start a return, submit your request via our returns portal— we'll walk you through the process: http://hellotushy.com/returns
What to Have Ready
Regardless of the reason for your return, having this information on hand will speed things up:
- Your order number
- The serial number from the product label (located on the right side of the toilet base)
- Your full name and email address used to place the order
- A brief description of the issue (and photos or video if applicable)
Return Shipping
Per TUSHY's Limited Warranty, the customer is responsible for the cost of return shipping. Our team will provide instructions on where and how to ship the unit once your return is approved after submitting the request via our returns portal.
🚷 CAUTION: The Eau is heavy — it requires two people to lift safely. Please keep the original packaging, as it's designed to protect the toilet during return transit.
Questions?