Guarantee & Returns

The window

60 days from the day it was delivered. That is roughly two months, which is about how long a jar lasts, so it is long enough to actually judge the product on a real routine rather than one shower.

We use the delivery date from tracking, not the order date, so slow shipping never eats into your window. If tracking is unclear we give you the benefit of the doubt.

How to start a return

1. Email brad@housepilot.io or use our contact form, with your order number. It is in your confirmation email and starts with GC.
2. We reply with the return address. There is no RMA to chase.
3. Ship the jar back with the unused product still in it, at your own cost. Any carrier is fine. We recommend tracking so you know it landed.
4. Once it arrives we refund the product price to your original payment method. Refunds usually post within five to ten business days depending on your bank.

What we need back

The jar with the unused portion of product in it. We are not going to weigh it or measure it. What we cannot refund is an empty or near empty jar, because at that point the product was used rather than found unsatisfactory. That, and the 60 day window, is the whole catch.

What is refunded

• Product price: refunded in full.
• Original shipping: refunded when we shipped it free, since there is nothing to withhold. If you paid shipping, that portion is not refunded.
• Return shipping: paid by you. This is the one catch, and it is how we can offer a no questions guarantee without a restocking fee.

If it shows up damaged or wrong

Different situation, and the guarantee above does not apply because this one is on us. Email us a photo within 14 days of delivery and we ship a replacement at our cost, or refund you in full including shipping. You do not need to send anything back.

Subscriptions

Each shipment carries its own 60 day window from its own delivery date, so a subscription does not use the guarantee up. Cancelling does not automatically refund the last jar, so if you want that one refunded, start a return as above.

To stop future charges, use your account page. Cancel before the next charge date and you are not billed again. We email you a few days before every charge so you always have a chance to skip or stop.

Reactions and sensitivity

This is a cosmetic scrub, not a treatment. If your skin reacts badly, stop using it and tell us. A reaction is not held to the 60 day window, because that is a safety matter rather than a preference. If you have a diagnosed skin condition or broken skin, talk to a dermatologist before using any scrub. We are not able to give medical advice.