We will accept returns of most case pack quantities within 15 days after the delivery date. Orders smaller than the case pack for any individual product, sample orders, and customized items may not be returned.
The buyer/customer is solely responsible for the costs of shipping returns. This includes shipping charges incurred by Towels Direct for sending out the original order where “free shipping” was offered by us, or any promotion where “free shipping” was applied. This does not apply to a manufacturer defect or any error made by us with your order.
In the case of a manufacturer defect, we would ask for evidence of the defect (e.g. photos) to correct the issue with our manufacturer and would quickly work with you to coordinate replacements for the defective good(s).
Please read the conditions below before initiating the return process:
To begin any return process, please email us at [email protected] with your order number in the subject line, and include the following details in the body of the email:
1) Specific Items being returned
2) Reason for the return
3) *Note: If returning a damaged or defective product order, please attach photos to the email highlighting the defective product(s) and/or packaging along with any other relevant information, so we can send out your replacements right away.
After initiating the return process, we will provide you with instructions on how to proceed and will send you an electronic shipping label to be printed and placed on the package being returned. Please allow 1-3 business days for your instructions and shipping label to be generated and sent to you via email.