At Towel House, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our refund policy below.
1. Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:- Item Condition: The item must be unused, undamaged, and in its original packaging.
- Time Frame: Refund requests must be made within 14 days from the date of delivery.
- Proof of Purchase: A receipt or proof of purchase is required.
2. How to Request a Refund
If you meet the eligibility criteria and would like to request a refund, please follow these steps:- Contact Us: Email us at info@towelhouse.co.uk with your order number, details of the product you wish to return, and the reason for the return.
- Return Instructions: Once we receive your request, we will provide you with the return address and further instructions on how to return the item.
- Return the Item: Ship the item back to us in its original condition. Please ensure that the item is securely packaged to prevent damage during transit.
3. Refund Process
- Processing Time: Once we receive your returned item, we will inspect it to ensure it meets the refund criteria. Refunds will be processed within 7-10 business days.
- Method of Refund: Refunds will be issued to the original payment method. Please note that it may take a few days for the refund to reflect in your account, depending on your bank or payment provider.
4. Non-Refundable Items
The following items are not eligible for refunds:- Sale or Clearance Items: Items purchased on sale or at a discounted price are not refundable.
- Personalized or Custom Products: Products that have been customized or personalized cannot be returned or refunded unless they are faulty.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@towelhouse.co.uk. We will offer you a full refund or replacement depending on the situation. Please include photos of the damaged item to help us process your request faster.6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.7. Shipping Costs
- Refund Shipping Costs: We will cover the return shipping costs for defective or damaged items.
- Customer Shipping Costs: For all other returns, customers are responsible for the return shipping costs. We recommend using a tracked shipping service to ensure the item is returned safely.