Refund policy
Return & Refund Policy – Towlo
At Towlo, we want you to feel confident when shopping with us.
Our policies follow Australian Consumer Law (ACL) to ensure fairness and clarity.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or incorrect, we will happily provide a replacement or refund.
Please contact us within 7 days of delivery with:
- Your order number
- A description of the issue
- Clear photos showing the fault or damage
Once reviewed and approved, we will arrange a replacement or refund at no cost to you.
No Change-of-Mind Returns
We do not accept returns or refunds for change of mind, including:
- Colour preference
- Deciding you no longer want the item
- Ordering the wrong item by mistake
Due to hygiene and handling standards for towel and textile products, items must remain sealed, unused, and unworn to maintain safety and product integrity.
Eligibility for Refunds
Refunds are available if:
- The product is faulty
- The product is not as described
- The product does not meet consumer guarantees under Australian Consumer Law
Refunds will be processed to the original payment method within 3–5 business days after approval.
How to Make a Claim
To lodge a claim, please contact us via email:
Include your:
- Name
- Order number
- Photos or evidence of the issue
We aim to respond within 1–2 business days.
Shipping Costs
- Towlo covers return shipping for valid warranty/faulty item claims.
- Return shipping for non-approved claims is the customer’s responsibility.
Consumer Rights
Nothing in this policy limits your rights under Australian Consumer Law.