Refund policy

Return, Refund & Exchange Policy

At PrimeTowel, your satisfaction is important to us. We take pride in offering premium bath towels and want you to shop with confidence. Please review our return, refund, and exchange policy carefully.

This policy applies to orders shipped within Canada and the United States.

Returns

We accept returns of eligible items within 30 days of delivery.

To qualify for a return:

  • Items must be unused, unwashed, and in original condition

  • Products must be returned in their original packaging

  • Proof of purchase or order number is required

Please Note:

  • Items showing signs of use, washing, stains, odors, or damage not caused by us may be eligible only for a partial refund

  • Final sale, clearance, or promotional items are non-returnable

  • For hygiene reasons, used or opened bath linens may not be accepted

How to Start a Return

To initiate a return, please follow these steps:

  1. Email our Customer Care Team at support@primetowel.ca with your order number

  2. Our team will respond within 1–3 business days with return instructions

  3. Ship the item to the return address provided below

  4. Please keep your tracking number until your return is fully processed

Return Address

PrimeTowel – Daystar Trade Inc.
7111 Syntex Dr
Mississauga, ON
L5N 8C3
Canada

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.

  • Approved refunds are issued to the original payment method

  • Refund processing typically takes 5–10 business days

  • Processing times may vary depending on your bank or payment provider

Delayed or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check your bank account again

  2. Contact your credit card company, as posting times may vary

  3. Contact your bank for confirmation

If you have completed these steps and still have not received your refund, please contact us at support@primetowel.ca.

Exchanges

We only replace items if they are defective, damaged, or incorrect.

To request an exchange:

If approved, we will provide further instructions.

Return Shipping Costs

  • Customers are responsible for return shipping costs

  • Shipping fees are non-refundable

  • If requested, we can provide a prepaid return label, and the cost of the label will be deducted from your refund

  • For items valued over $100 USD, we strongly recommend using a trackable shipping service or purchasing shipping insurance

USA-Specific Information

  • This policy complies with U.S. consumer protection and e-commerce standards

  • Refunds for U.S. customers are processed in USD

  • Duties, taxes, or customs fees (if applicable) are non-refundable

  • Returns must be shipped back to our Canadian return address listed above

Non-Returnable Items

The following items are not eligible for return:

  • Final sale or clearance items

  • Gift cards

  • Used, washed, or altered towels

  • Items returned without prior approval

Legal & Payment Disclaimer

PrimeTowel reserves the right to refuse returns that do not meet the conditions outlined above.
This policy is subject to change without prior notice and complies with Shopify, payment processor, and advertising platform requirements.

Need Help?

Our Customer Care Team is here to assist you.

📧 Email: support@primetowel.ca
⏱ Response time: 1–3 business days