Refunds & Returns
Last updated 24 September 2026.
If you are not happy with what you bought, we would rather sort it out than leave it. Email theteam@mytowels.uk with your order number and we will answer, usually within 24 hours.
Cancelling an order
You can cancel an order at any point before it ships, and there is no charge for cancelling. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us within 12 hours and we will have the best chance of catching it.
If the parcel has already been dispatched, use the cancellation and return process below.
Cancelling after delivery
For most online purchases, tell us that you wish to cancel within 14 days after the day the goods are delivered. You then have another 14 days to send the goods back. To help us identify and process the return, include:
- you have the receipt, order confirmation or other proof of purchase from this site
- your order number and the item being returned
- the return tracking details once the parcel is on its way
You may inspect the goods as you could in a shop. We may reduce a refund only where the value has been reduced by handling beyond what is reasonably necessary to inspect them. We cannot process items bought from a third-party retailer.
Returns where you have changed your mind
Where you are returning an item for one of these reasons:
- you found a better price
- you changed your mind
- it does not fit
- you no longer need it
- you ordered the wrong item
you pay the direct cost of returning the item to the return address we give you. Use a tracked service and tell us the tracking details. We do not charge a handling fee. Where a cancelled order included a delivery charge, we also refund the cost of the least expensive standard delivery option we offered.
If you are unsure which size or which set suits you, email us first. It is a short conversation and it is a great deal cheaper than posting something back.
Damaged, incorrect, or never arrived
These are different, and you pay nothing.
If your item arrives damaged or with parts missing, if you receive something other than what you ordered, or if your order does not arrive at all, tell us as soon as you notice. We bear the return postage in those cases and deal with it directly. We may ask for a photograph or a short description of the condition the order arrived in, and we would appreciate your help with that.
How a refund is paid
We issue the refund without undue delay and no later than 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. The money goes back to the card or PayPal account you paid with unless you expressly agree to another method.
Nothing here is made to order
Every product we sell is a stock item. The towels, the bath sheets, the robes, the hair turbans and the towel warmer are all supplied as manufactured. Nothing is cut, built or configured to your measurements, so no part of our range is excluded from the terms on this page.
Your legal rights
Nothing on this page limits any mandatory right or remedy available under UK law, including rights where goods are faulty, not as described or not fit for purpose. Where those rights provide stronger protection, they take priority over this policy.
Questions
Email theteam@mytowels.uk and we will help.