Refunds & Returns
Last updated 2 September 2026.
If you are not happy with what you bought, we would rather sort it out than leave it. Email theteam@customersupport.care with your order number and we will answer, usually within 24 hours.
Cancelling an order
You can cancel an order at any point before it ships, and there is no charge for cancelling. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us within 12 hours and we will have the best chance of catching it.
Once packing and shipping have started, an order can no longer be cancelled. At that point it becomes a return, which is covered below.
Returning an item within 15 days
You can return a product within 15 days of purchase for an exchange or a refund. To be eligible:
- the product was purchased within the last 15 days
- it is in its original packaging
- you have the receipt, order confirmation or other proof of purchase from this site
We cannot accept returns of items bought from a third-party retailer. Anything that does not meet the conditions above cannot be accepted for return.
Returns where you have changed your mind
Where you are returning an item for one of these reasons:
- you found a better price
- you changed your mind
- it does not fit
- you no longer need it
- you ordered the wrong item
you pay the cost of shipping the item back to the return address we give you, using a tracked service, and we refund the price of the goods once it reaches us. We do not charge a handling fee. Please tell us the tracking details when you send it.
If you are unsure which size or which set suits you, email us first. It is a short conversation and it is a great deal cheaper than posting something back.
Damaged, incorrect, or never arrived
These are different, and you pay nothing.
If your item arrives damaged or with parts missing, if you receive something other than what you ordered, or if your order does not arrive at all, tell us as soon as you notice. We bear the return postage in those cases and deal with it directly. We may ask for a photograph or a short description of the condition the order arrived in, and we would appreciate your help with that.
How a refund is paid
Refunds are processed 24 to 48 hours after your returned item reaches us. The money goes back to the card or PayPal account you paid with. If you would rather hold it as credit against a future order, say so and we will do that instead.
Nothing here is made to order
Every product we sell is a stock item. The towels, the bath sheets, the robes, the hair turbans and the towel warmer are all supplied as manufactured. Nothing is cut, built or configured to your measurements, so no part of our range is excluded from the terms on this page.
Your rights under the Australian Consumer Law
The 15 day window above is our own policy. Australian law does not give a general cooling-off period for something you choose to buy on a website, so we are not going to describe one.
What you do have, and what nothing on this page can take away, are the consumer guarantees in the Australian Consumer Law. Goods have to be of acceptable quality, match their description, and be fit for the purpose we said they were for. If something fails to meet a guarantee you are entitled to a remedy: for a major failure you choose between a refund and a replacement, and you can also ask for compensation for any other reasonably foreseeable loss. For a minor failure we may repair or replace the item instead, within a reasonable time.
These rights sit on top of the policy above, they last as long as is reasonable for the product, and they are not limited by the 15 days.
Questions
Email theteam@customersupport.care and we will help.