Refund policy
At Townvo, we want you to love your purchase. If, for any reason, you're not satisfied, we offer a simple and hassle-free return process that fully complies with UK consumer rights.
30-Day Easy Returns
You have 30 days from the day you receive your order to return items. In accordance with the UK Consumer Contracts Regulations, this 30-day window includes your statutory 14-day cooling-off period, giving you the legal right to cancel your order for any reason within the first 14 days of receipt.
Items must be unused, in their original condition, and returned with the original packaging, tags, and accessories. Our support team will assist you throughout the process.
Restocking Fee: £0 — we do not charge any restocking fees for returns.
Return Policy Overview
- Return Window: You have 30 days from the day you receive your order to return items.
- Condition: Items must be unused, in their original condition, and returned with the original packaging, tags, and accessories.
- Easy Returns: Our support team will assist you throughout the process.
- Restocking Fee: £0 — we do not charge any restocking fees for returns.
Return Costs
- For Defective or Incorrect Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way. Townvo will cover the return shipping costs in these instances.
- For Customer Remorse (Change of Mind): The customer pays the actual return shipping cost. This applies when the customer orders the wrong item, it doesn't fit, or they no longer want it. Original shipping costs are non-refundable.
How to Return an Item
- Contact Us: Email support@townvo.com with your order number and reason for the return.
- Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
- Send It Back: Ship your return using the instructions provided in your return authorization email. You may use the carrier or shipping method recommended in that email.
Refund Process
- Inspection: Once we receive your return, we'll inspect the item to ensure it meets our return criteria.
- Refund Timing: After approval, your refund will be processed within 7 business days. It usually takes another 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Exchanges
If you would like to exchange your item for a different size, colour, or product, contact us at support@townvo.com and we will help you with a quick exchange.
Non-Returnable Items
For hygiene and safety reasons, some items are not eligible for return. These products will be clearly marked as non-returnable on their product pages.
Questions?
Visit our FAQs page or contact our customer service team using the details below.
Contact Information
Store Name: Townvo
Address: 8 Sarsfield Road, Perivale, Greenford, Middlesex, UB6 7AB, United Kingdom
Email: support@townvo.com
Phone: +44 7482 790143
Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT
Response Time: We aim to reply within 1-2 business days.