Refunds, Returns and Replacements

If, for any reason, you are unhappy with your purchase, you can return it to us in its original condition and in adequate packaging within 30 days of the date you received the item for a full refund. 

If we need to arrange a collection on your behalf we will inform you of these costs before collecting your item and this amount will be deducted from your refund.

Certain items are excluded from this guarantee. This includes items that are made to measure or made to order.

Please note – if you are a business there may be a restocking fee, depending on the item ordered.

Please ensure that you contact us before returning anything as you will need a valid return number to accompany your products. At this stage, we will advise you on the next steps, as some items will be collected from you. If you have any questions or just want to confirm the details before you order please call us on 0208 695 6400

How do I cancel my order?

If you want to cancel an order that has not yet been delivered then you need to contact us as soon as possible. We will try and stop delivery so that a delivery charge is not incurred. Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent.

If you have received delivery and you want to cancel the order and return the goods, then you need to call, or email, so that we can send you a return number.

In both cases, it will be helpful if you have the order number (from your order confirmation, or any update emails) and the date you placed the order handy. We will take some details and give you a returns number. This number has to accompany the return, both on the outside of the packaging and somewhere inside on a piece of paper.

We will expect the goods to be received back in our warehouse within 10 working days from notification of cancellation.

Please note: We will not refund your costs in returning the item to us unless you return the item to us because of an error on our part or because it is faulty. If you are a business there may be a restocking fee, depending on the item ordered.

We cannot cancel items made to your requirements if the manufacture of this item has been started. If you wish to cancel a bespoke product and the technical drawing has already been created, there may be a charge to cancel your order.

For your protection, we recommend that you use a Recorded Delivery service. We cannot issue refunds for goods that fail to reach us. Please note that you will be responsible for the cost of returning the goods to us unless we have delivered the item to you in error or the item is faulty.

Our returns policy does not cover goods made to order or bespoke items. They are not returnable.

How do I return my order?

Please ensure that you contact us before returning anything as you will need a valid returns number.

• Returns should be made within 30 days and in an adequate condition and suitably packaged for transit. You must include the original despatch note in the package you are returning to us
• Call us 0208 695 6400 to notify us you’d like to return your item. Please quote your order number on your returned item.

We will then advise you what address to send the return to or arrange a collection of the product. (If damaged)

When will I get my refund?

All returns arriving at our warehouse are processed within 3 working days. Unless we need to contact you further your refund will usually be processed with 7 days of receiving the returned goods and the absolute maximum time is taken should be no more than 30 days from you first contacting us to organise the return. 

Please remember that you will be responsible for the cost of returning the goods to us unless we have delivered the item to you in error or the item is faulty. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

Depending on how your order was paid for will depend on how we process the refund. Please see below for more information:

Payment via Card Online – Our system uses TYL and this encrypts your card details. We are however able to refund you on the card which was used at the time of purchase. You will usually see this refund on your bank statement within 3-5 business days.

Payment via Phone – Any payments taken over the phone uses an analogue phone line to keep your data secure. We key your details directly into a terminal which uses a separate 4g connection. As we do not store your details at all, we will require you to give us a call with the details of the card you paid on to make the refund.

Payment via Bank Transfer – If you have paid for your order via bank transfer, again we do not have your bank details. In order for the refund to go ahead, we will need your account number and sort code to process the refund.

About your Statutory Rights

Returning goods to Towers & Sanders Ltd for any reason does not affect your statutory rights. By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.