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Returns & Cancellations

Useful information

Personalised items cannot be refunded unless we have made an error, or the item is faulty.

Ordinary non-personalised items can be returned within 30 days for a refund or exchange. To make a return please follow the instructions for returns given in the next section.

Orders may 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.

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. (*working days do not include Saturdays, Sundays and public holidays.)

Christmas Returns Policy

Our returns policy for Christmas will remain the same as our standard returns policy. This means we will be unable to refund personalised or embroidered items unless we have made an error, or the item is faulty.

The returns period for Christmas gifts will remain 30 days from the order date. To make a return please follow the returns instructions below.

Instructions for returns

Simply log in to your account and follow the returns procedure wizard.

Personalised / embroidered items cannot 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. Please remember that 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 log in to your account and follow the returns procedure wizard. Without this code we are unable to process your request.

Your Protection

Our After Sales Services will offer you even more peace of mind. These, along with the 30 day returns window, 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 30)
  • 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.

More information

For more information on the Consumer Protection (Distance Selling) Regulations 2000, please visit the following web pages: Distance Selling (Mail Order, Telephone and Internet Shopping) URN No: 05/1712

DTI Consumer Information page

If you require any further information or need to talk with someone then please Contact Us.