TERMS + CONDITIONS
ONLINE RETURNS
We pride ourselves on the quality of our products and ensuring that you are happy with your purchase. All products are checked for quality prior to posting. Should a product be faulty or unfortunately doesn’t fit Tofino Towel Co. will happily replace the goods. We don’t exchange if it is simply a change of mind.
If you've made your purchase through an independent retailer - see your retailer directly for their return/exchange policy
RETURN POLICY
Our policy lasts 14 days upon receipt of goods. If 14 days have gone by since your purchase, unfortunately we can’t offer you a credit or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. The item(s) must be unused/unworn and have the original tags still attached and in it's original packaging.
The original receipt must accompany all item(s) you would like to return. All returns require a Return Authorization Number, which will be issued by our customer service team.
NON-RETURNABLE + NON-REFUNABLE ITEMS
Sale, discounted, and/or clearance items do not qualify for return and are a final sale. Personal hygiene items such as bedding and duvets and other items that have been laundered/used/soiled are also considered a final sale. Regular priced items may be returned upon approval for store credit or exchange.
For hygienic reasons, Tofino Towel Co. does not accept returns containing items that have been used, soiled or laundered. Items that are not in new and usable condition are considered a final sale. Items must be returned with original tags attached and/or in the packaging they arrived in, ie. paper or cotton ribbon wraps and bedding boxes. It is the customer’s responsibility to pack items appropriately. Items damaged during transit due to improper packaging will be considered a final sale.
This policy is in place for our customers’ protection and peace of mind as the trust and confidence of our customer’s is one of the cornerstones of our business. Adhering to the highest standards of hygiene is imperative to our commitment of ensuring that every order arrives in pristine, usable condition.
RETURN PROCESS
To complete your return, we require a receipt or proof of purchase with an issued RA sheet.
RETURN SHIPPING
To return your product, you must first obtain an authorized return. Upon receipt of the RA you can return your product to the address specified on the return form.
Customers are responsible for applicable return shipping costs. Shipping costs are non-refundable. If you receive a credit or exchange, the cost of return shipping will be deducted.
RETURNS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your credit or exchange.
If you are approved, then your return will be processed, and a credit will automatically be applied to your account or an exchange will be created. We do not issue refunds to your credit card or original method of payment unless specific exceptions have been granted.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@tofinotowelco.com
CLAIMS + EXCHANGES (IF APPLICABLE)
We only replace items if they are defective. If you need to exchange it for the same item, send us an email with pictures of the damage or defect to hello@tofinotowel.com. Upon receipt of your email, our customer service team will contact you with the details for your item.
ITEM AVAILABILITY
Our inventory may be subject to change, despite our best efforts to keep inventory correct. In the event we sell out of an item, we will offer alternatives or a full refund of your purchase.
ORDER MISTAKES
Our fulfillment team is eager to get your order to you as quickly as possible resulting in a very narrow window of time to intercept an order before it ships. If you make an error while placing your order (ie. incorrect address, style, quantity, colour, size etc.) let us know immediately and we will do our very best to halt your order and make the requested changes, so long as it is feasible. Unfortunately, we cannot guarantee that we will catch your order in time. In these cases, the order will be delivered as-is and any further action as well as additional cost (if applicable) will be the customer's responsibility.
Please note that our warehouse hours of operation are as follows:
Monday - Friday
9:00 am - 4:00 pm (PST)
(closed on all public holidays).
