Cancellations, Returns and Refunds
Information
Personalised / Embroidered items can not be refunded unless we have made an error, or the item is faulty.
Orders can be cancelled by sending an email to us stating the order number, and your name. Credit / Debit cards will be refunded within approximately 5 working days, simply return the items to us within 16 days, quoting your order number
You may cancel an order for services (Personalisation) in the same way, within seven working days* of the date of purchase, unless the services (personalisation) has already begun. (* all days other than Saturdays, Sundays and public holidays.)
Instructions
Simply return the product to us in it's original condition including all original packaging & documentation stating your name and order number within 16 days of receipt.
Personalised / Embroidered items can not be refunded unless we have made an error, or the item is faulty. If goods are returned as detailed above, we will issue a full refund for the price paid for the item(s) excluding postage costs, or we can exchange the item(s) for a different size/colour if preferred.
Please Note: the product will be your responsibility until it reaches us - we therefore recommend you send the parcel using a service that insures you for the value of the goods - Personalised items cannot be returned unless faulty.
Our Mistakes / Faulty Items
If you need to return a FAULTY item, or an item received as a result of an error by us, we will be happy to pay for the item to be returned to us - in this event please contact us and we will advise you on how to return the item(s) to us if you have not done so already.
Your Protection
Our After Sales Services will offer you even more peace of mind. These, along with the 16-day money back guarantee, will complement your statutory rights which, together with your rights under any separate manufacturer's guarantee provided with the goods, remain unaffected.
Q: What laws protect me?
The Consumer Protection (Distance Selling) Regulations 2000 provides protection to consumers who buy goods over distance selling. Types of distance selling include: on the Internet or digital television; by mail order, including catalogue; and shopping by phone by fax. Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund. This does not apply to items personalised, in the process of personalisation, or made to your specification; items such as personalised robes or towels with embroidery.
Q: What rights do I have?
The Consumer Protection (Distance Selling) Regulations 2000 states the following:
- the consumer must be given clear information about the goods or services offered
- after making a purchase the consumer must be sent confirmation
- the consumer has a cooling-off period of 7 working days (we give 16)
- new powers for local Trading Standards Departments and the OFT to protect consumers during distance buying
At Towelsrus.co.uk, we believe that the consumer should be offered the fullest protection possible under law. This means that we follow the rules set out by the UK Government ensuring that all our customers have a trouble free purchase.
Q: More information
For more information on the Consumer Protection (Distance Selling) Regulations 2000, please visit the following web pages: