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.
1) Returns are accepted up to 15 days after delivery, with the return label postmarked within the 15-day window. This applies to Case Quantities Only. (Less than case pack quantities, samples and custom ordered items may NOT be returned unless they are defective)
2) Returned items must be in new, unused, and unwashed condition. Returns must contain all original pieces from each case/package and be packed in the original packaging.
3) If the item is delivered defective, please email us immediately so we can fix the issue. We will send out replacement goods and arrange with you the outcome for the defective goods, and you will not be responsible for any additional charges in this case.
4) Original Shipping Charges: Shipping charges incurred by Towels Direct for sending your original order with “free shipping”, promotional shipping covered by us, and any discounted orders will be applied against the return credit.
5) Return Shipping Charges: Once the order has been shipped, buyer is responsible for all return shipping charges, except in the event of defective product.
6) Restocking fees: A 15% restocking fee will apply for items returned unless otherwise noted. This amount, along with the shipping charges (noted above) incurred will be deducted from your refund.
7) Refund: Please allow 5-10 business days for your refund to be processed.