Returns & Exchanges

How Returns Work

We offer a 30-day change of mind policy. If you're not happy with your purchase, you can return it to us in new and unused condition. To be eligible, your item needs to be unused and in the same condition you received it, with your receipt or proof of purchase on hand.

Here's what "free returns" means for us: once your return or exchange is approved, we cover the cost of shipping your refund confirmation or replacement item back to you. You're responsible for the cost of posting the original item to us in the first place.

If something arrived defective or damaged, we only ask for photographic evidence within 48 hours of you receiving it, so we can sort a replacement quickly.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or replaces the rights you already have under the Australian Consumer Law (ACL). If an item is faulty, unsafe, significantly different from how it was described, or simply doesn't do what it's supposed to do, you're entitled to a free repair, replacement, or refund, and this applies whether the item was purchased at full price or on sale.

The 30-day change of mind policy on this page is something we offer on top of those rights, for situations where there's nothing wrong with the item and you'd just like to send it back.

Refunds

Once your returned item reaches us and we've had a look at it, we'll email you the same day to confirm we've received it, along with whether your refund's been approved.

If approved, we process the refund the same day or within 24 hours. From there, it's credited back to your original payment method. Most cases show up the same day, though the exact timing can depend on your bank. AfterPay and ZipPay refunds can take 2 to 3 days to come through on their end.

Late Or Missing Refund

Haven't seen your refund land yet? Start by checking your bank account again, since some banks take a little longer to post it. If it's still not there, contact your card provider or bank directly. There's often some processing time on their end even after we've confirmed the refund from our side. Still nothing after all that? Email us at hello@turkishtowelco.com.au and we'll chase it up.

Sale Items

Full-priced items are eligible for a change of mind refund. Sale or promo items aren't eligible for a change of mind refund, so keep that in mind before purchasing at a discount. This only applies to change of mind: if a sale item is faulty or doesn't match its description, your rights under the Australian Consumer Law still apply in full, the same as they would for a full-priced item.

Exchanges

Picked the wrong colour or size? Email us at hello@turkishtowelco.com.au to arrange an exchange. You'll cover postage to send the item back to us, and it needs to arrive unused and in its original condition. Once we've received and checked it, we'll send your replacement out at no cost to you, that leg of postage is on us.

How long it takes for your exchanged item to reach you after that depends on where you're located.

Return Shipping Details

Before sending anything back, let us know first by emailing hello@turkishtowelco.com.au. Once you've got the go-ahead, send your return to:

You're responsible for your own return shipping costs, and these aren't refundable. If you're returning an item worth over $75, it's worth using a traceable shipping service or adding shipping insurance. We can't guarantee we'll receive a returned item, or take responsibility for one lost in transit.

Frequently Asked Questions