Refund policy
30-Day Return Policy
In addition to your statutory right of withdrawal (14 days), we offer a voluntary 30-day return policy.
You may return products within 30 days, starting from delivery of the last item on the order.
Conditions for Returns
To be eligible for a return:
-> Items must be unused and in original condition
-> Items must be returned in original packaging with all labels and accessories
-> Securely packaged for return transport.
-> Proof of purchase is required
Return Labels and Sustainability
We are proud that the vast majority of our customers are satisfied with their orders, which means we receive very few returns.
To avoid unnecessary paper use and waste, we therefore do not include printed return labels or return slips in our parcels.
To request a return, please use the return button on your order page. We will then contact you and provide the necessary information to begin the return process.
How to Request a Return
Need to return an item? Simply visit our returns portal at https://account.toweltogo.com and follow the step-by-step instructions to submit your return request.
Please do not return any items before receiving our return instructions.
For returns within Germany, we can provide a prepaid DHL return label upon request. A fixed return shipping fee of €6.19 per parcel will be deducted from your refund.
For customers outside the Germany, return shipping costs are the responsibility of the customer. Please keep your proof of shipment and tracking information until your return has been fully processed. Towel To Go cannot be held responsible for return parcels lost in transit.
Partial Returns, Promotions and Promotional Items
If you return only part of your order, the refund for the returned items will be calculated based on the price actually paid, taking into account any applicable promotions or bundle discounts.
Where a promotion was conditional on purchasing or keeping a specified number or value of items, the promotion will be recalculated based on the items you retain. The amount retained by us will not exceed the regular price of the items you keep.
Any free promotional item must also be returned if the remaining order no longer meets the applicable promotion conditions. If the promotional item is not returned, its value as stated at the time of purchase may be deducted from the refund, where permitted by law.
Statutory consumer rights remain unaffected.
Refunds
Once your return is received and inspected, we will notify you.
If approved, your refund will be processed within 3 working days using the original payment method.
Damaged or Lost Items
If your order arrives damaged or is lost, please contact us and include your order number and, where applicable, photos of the affected item:
We will resolve the issue as quickly as possible.
Exchanges
We do not offer direct exchanges.
If you would like a different size or colour, please place a new order through our online shop to secure your preferred item. The original item can then be returned following the standard return process described above.
Important
This return policy is voluntary and does not affect your statutory rights under applicable consumer protection laws.
