Return & Refund Policy
At Prime Towel, customer satisfaction is important to us. We want you to be confident when shopping for our towels, bath linens, and related products. If you are not completely satisfied with your purchase, you may request a return within 7 days of delivery, subject to the conditions below.
7-Day Return Policy
You have 7 days from the date your order is delivered to request a return.
To be eligible for a return:
The item must be unused, unwashed, and in its original condition.
The item must be returned in its original packaging, with tags or labels attached where applicable.
You must provide your order number or proof of purchase.
The return request must be submitted within 7 days of delivery.
For hygiene reasons, towels, bath linens, bedding, and similar textile products that have been used, washed, stained, altered, or damaged after delivery cannot be returned.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible.
Please provide your order number, a description of the issue, and clear photos of the product and packaging where appropriate. We will review the issue and provide a suitable resolution.
Return Shipping
Unless the product arrived damaged, defective, or incorrect, the customer is responsible for applicable return shipping costs.
Original shipping charges are generally non-refundable unless the return is due to an error on our part.
Please contact Prime Towel before sending any product back. Returns sent without prior authorization may not be accepted.
Refunds
Once we receive and inspect your returned item, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method. The time required for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.
Shipping fees and other non-refundable charges, where applicable, will not be included in the refund unless the return resulted from an error by Prime Towel.
Non-Returnable Items
We cannot accept returns for:
Items returned more than 7 days after delivery
Used or washed towels, linens, or bedding
Items damaged due to misuse or improper care
Items missing original packaging or required components
Clearance or final-sale products when clearly marked as non-returnable before purchase
Customized or personalized products, where applicable
Exchanges
If you need a different size, color, or product, please contact us within the 7-day return period. Exchanges are subject to product availability and approval.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. Once an order has been processed or shipped, cancellation may no longer be possible, and the standard return process will apply.
Contact Us
If you have questions about a return, refund, damaged product, or your order, please contact Prime Towel Customer Support through the contact information provided on primetowel.ca.
Please include your order number when contacting us so we can assist you more quickly.
Prime Towel reserves the right to review returned products before approving a refund or exchange.