Return Policy


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, Tofino Towel Co. would be happy to send a replacement or exchange it. We don’t accept returns if it is simply a change of mind.

Please note:

  • Approved returns are eligible for a store credit, as we do not issue refunds.


How to request a return: 

  1. log in to your order history.
  2. Click the relevant order, then click “request return”
  3. Select which items you would like to return.

Please note: only eligible* (non-sale/discounted) items can be requested for return.

*Due to the way some promotions are set up, some items may appear eligible when they are not (when promo codes are applied) and may not be approved for return or exchange.

You can find your orders by following this link.


Quick Reference Guide for Returns:

  1. A Return Approval form is required prior to returning your items. 
    (see above: "How to request a return")

  2. Please submit a return request (see above) to initiate a return or exchange as early as possible, and no later than 14 days after delivery. The date you request your return is the date that is recorded and time-stamped, not the date that we confirm your request, as there may be a delay on our end during busier periods.

  3. Your "Return by" date will begin 14 days after you receive your return approval.

  4. Sale items (marked down in our online store or at checkout), or items that have been used, soiled, washed or damaged are a final sale.

  5. Items being returned must be in original condition with original product tags or packaging still intact.

  6. Packing, shipping and applicable costs for returning items are the responsibility of the customer.

  7. Items must be packed carefully and should be in their own bag within the shipping bag/box to prevent damage during transit as well as when opening the package. IMPORTANT: returned items that do not meet this criteria may be rejected, in which case credit will be forfeit. In some cases credit may be prorated in increments of 25% to account for damage, missing tags or packaging.

  8. International / US Returns - Orders shipped to the US or internationally are not eligible for returns.

  9. Returned items will be inspected upon receipt. Once we have verified items are eligible for return we will process a store-credit or exchange. 

*discounted items are items marked down on our website 
*promotional items are any items marked down using a discount or promo code

 

Didn't purchase from our website?

If you've made your purchase through an independent retailer, please see your retailer for their return/exchange policy

RETURN POLICY

CONDITIONS, REQUIREMENTS & PROCESS (WHAT TO EXPECT)

  • You must submit a return request within 14 days of receipt of goods. If 14 days have passed since the delivery of your order, unfortunately we can’t offer you a credit or exchange. 
  • A credit or exchange will be processed upon our receipt and inspection of returned items. We do not offer refunds for returned items. Exchange orders are subject to our standard shipping rates.
  • 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 (or order confirmation) must be provided for all item(s) you would like to return.
  • All returns require a Return Authorization Number, which will be issued by our customer service team.
  • Returned items must be packed carefully and should be in their own bag within the shipping bag/box to prevent damage during transit as well as when opening the package. 
  • Once your item(s) 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.

NON-RETURNABLE + NON-REFUNDABLE ITEMS

  • Sale, discounted, and/or clearance items do not qualify for return and are a final sale.

  • Opened items such as bedding and duvets are not eligible for return, due to potential hygiene concerns. These are not considered sellable if returned after being removed from their packaging. 

  • 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. Exchange orders are subject to our standard shipping rates.
  • 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.
  • These 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.

TO BEGIN A RETURN:

  1. log in to your order history.
  2. Click the relevant order, then click “request return”
  3. Select which items you would like to return.Please note that only 

Please note: only eligible (non-sale/discounted) items can be requested for return. You can find your orders by following this link.

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. 
  • *DO NOT ship your order to the original shipping address, this is a third-party warehouse and cannot accept shipments. Any orders sent to this address will be considered void/lost. 
  • 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. Exchange orders are subject to our standard shipping rates.


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 a gift card and emailed to you.  We do not issue refunds to your credit card or original method of payment unless specific exceptions have been granted.

CLAIMS & REPLACEMENTS (IF APPLICABLE) 
We will 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 next steps and replacement criteria. 

ITEM AVAILABILITY

Our inventory is always changing, and despite our best efforts to keep inventory correct, may vary.  In the event we sell out of an item, we will offer alternatives if possible, if a substitute cannot be made, we will issue a full refund once the remainder of the order has been shipped. 

LATE OR MISSING REFUNDS

(if applicable): If you haven’t received a refund within a reasonable amount of time being notified that it has been processed, please follow these steps.

  1. First check your bank account again.
  2. Then contact your credit card company; it may take some time before your refund is officially posted.
  3. Next contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@tofinotowelco.com

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.

For more information on order mistakes and shipping see our Shipping Policy.

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).