Refund policy

30-day returns

If you change your mind, you can return your order within 30 days of it being delivered. That includes discounted items and bundle packs. Towels need to be unused and back in their original bottle and packaging, so we can check them and resell them.

Your legal right to cancel

If you live in the UK or the EU, you also have a legal right to cancel your order for any reason within 14 days of delivery. Tell us within those 14 days, then you have a further 14 days to send it back.

When you cancel under this right, we'll refund what you paid for the item and the standard delivery charge you paid. If you chose a more expensive delivery option, we only have to refund the cost of standard delivery. If a towel has been used beyond what's needed to see what it's like, we may reduce the refund to reflect that.

Faulty, damaged or wrong items

If your order arrives faulty or damaged, or it isn't what you ordered, email us with your order number and a photo. We'll send you a free return label and a replacement or a full refund, whichever you prefer.

You're entitled to a full refund for a faulty item within 30 days of delivery. After that, we'll repair or replace it, or refund you if that isn't possible. This doesn't affect your statutory rights.

How to return something

Email support@cooltowel.com with your order number and what you'd like to return.
We'll reply with the return address and instructions. For faulty or wrong items, we'll include a prepaid label.
Please don't send anything back before contacting us, so we can match it to your order.

Returns go to: CoolTowel, Unit 9 Nott Office, Little Braxted Hall, Witham, Essex, CM8 3EU, United Kingdom.

Return postage

For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as we can't refund items that don't reach us. For faulty, damaged or wrong items, return postage is free.

Returns from outside the UK

We accept returns from every country we ship to, on the same terms. You'll need to send your return by tracked post to the UK address above. We can't refund import duties or taxes charged by your country, but you may be able to reclaim them from your customs authority.

Refunds

We'll refund you within 14 days of receiving your return, or of you showing us proof you've sent it, whichever comes first. Refunds go back to your original payment method. Your bank may take a few more days to show it.