Refund policy
Returns, cancellations and refunds
This policy sits alongside your legal rights and does not replace them.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day after you receive your goods, without giving a reason.
To cancel, tell us clearly before that period ends. Email daisy@towellingtotes.co.uk with your order number, or use the cancellation form at the bottom of this page. Simply sending the goods back without telling us can delay things, so please contact us first.
Once you have told us, you have a further 14 days to send the goods back.
Our own 30-day window
We go beyond the legal minimum: we accept returns of unworn, unused items in their original condition for 30 days from delivery. Days 15 to 30 are a goodwill policy of ours rather than a statutory right, and the same conditions apply.
Condition of returned goods
Please keep items in the condition you received them, with any tags and the Twilly attached. You may handle an item as you would in a shop. If its value is reduced because it has been handled more than that, we may deduct a proportionate amount from your refund.
For hygiene and safety reasons we cannot accept items that have been visibly worn, washed, or damaged after delivery, unless they were faulty when they arrived.
Return postage
For a change of mind, you pay the cost of returning the goods. We recommend a tracked service, as you are responsible for the parcel until it reaches us.
If an item is faulty, damaged in transit, or not what you ordered, we pay the return postage. Contact us first and we will arrange it.
Where to send returns
Towelling Totes Ltd
Dana House, Spinneys Lane, Ferndown, Dorset, BH22 9BZ, United Kingdom
Please include your order number.
How and when you are refunded
We refund within 14 days of receiving the goods back, or of you providing proof of postage, whichever is sooner. Refunds go to the original payment method. We do not charge a fee for refunding.
Where you cancel under the 14-day right, your refund includes the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we refund the standard cost, not the premium.
Faulty, damaged or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- within 30 days of delivery you may reject them for a full refund;
- after 30 days and within six months, you may ask for a repair or replacement, and a refund if that is not possible;
- these rights are in addition to the 14-day cancellation right above.
Email daisy@towellingtotes.co.uk with your order number and a photograph of the problem and we will sort it out.
Items we cannot take back
Personalised or made-to-order items are excluded from the 14-day cancellation right where the law allows, because they are made to your specification. Standard stock items, including bags supplied with a coordinating Twilly, are not excluded and can be returned as above.
Model cancellation form
You do not have to use this form, but you may. Complete and email it to daisy@towellingtotes.co.uk.
To Towelling Totes Ltd, Dana House, Spinneys Lane, Ferndown, Dorset, BH22 9BZ, United Kingdom, daisy@towellingtotes.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ______________
Order number: ______________
Name of consumer: ______________
Address of consumer: ______________
Date: ______________
Towelling Totes Ltd is a company registered in England and Wales, company number 17288840. Registered office: Dana House, Spinneys Lane, Ferndown, Dorset, BH22 9BZ, United Kingdom. Contact: daisy@towellingtotes.co.uk.