Refund policy

Returns and Refund Policy

Returns Policy

Please inspect your order upon delivery. If an item is faulty, damaged or incorrect, email us at orders@howel.com.au within 72 hours of delivery with your order number and photos of the issue and packaging. We will assess your claim and may provide a refund or replacement. Refunds are always issued to the original payment method.

If you change your mind, you may request a return or exchange within 14 days of delivery. The cost of returning an item is at your own expense. A receipt or proof of purchase is required. To be eligible, towels must be unopened and in their original sealed packaging. For hygiene reasons, we cannot accept change-of-mind returns on towels that have been opened. 

The fastest way to exchange is to return the original item (once approved) and place a new order. To initiate a return, contact us at orders@howel.com.au. Approved returns will receive authorisation, instructions and a return address. Please do not send items until your return has been approved.

This policy applies in addition to your rights under the Australian Consumer Law, which always take priority.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards.

Re-home Initiative (Optional)

Because luxury should not be wasteful, we encourage our customers to give their Howel towels a second life. While not a condition of return, our Re-home initiative offers a way to do good for pets and their people:

• Re-home it yourself by donating to a local animal shelter, gifting to a homeless pet owner, or passing it to another dog parent.
• Send it back to us and we will donate to shelters or vets supporting pets of people experiencing homelessness.

If you choose to send a towel back to us, please ensure it has been washed and dried (cold wash, no softener, fully air- or tumble-dried). Towels with strong odours, stains or contamination may not be accepted for donation.

Product Sizing

Please note that all towel dimensions are approximate. A tolerance of up to 10% in size is considered acceptable due to the nature of textile production. This allowance does not affect the quality or performance of the product.

For consistency, this same allowance is also set out in the Product Information section of our Terms of Service.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved. If approved, you will be automatically refunded to your original payment method. Please remember it can take some time for your bank or card provider to process and post the refund.