Return, Refund & Cancellation Policy

30 days to decide

You have 30 days from the day your order arrives to send it back for a refund. Because towels are a personal-care item, we can only accept returns that are unused, unwashed, and in their original packaging with tags attached. If an item is faulty, none of that applies, we'll simply take care of it (more on that below).

Starting a return is easy

1. Email support@kemetcotton.com with your order number and what you'd like to return.
2. We'll reply with a return authorisation and the address to send it to.
3. Pack the items securely and post them back to us with a trackable service.

That's it, we'll take it from there and keep you updated by email.

Your refund

Once your return reaches us, we'll check it over and email you within 10 business days to confirm your refund is on its way. Refunds go back to your original payment method, minus a 25% restocking fee. Faulty items are always refunded in full, with no fee. Depending on your bank, the funds can take a few extra days to appear.

Prefer an exchange?

Happy to help. Start a return the same way and let us know the size, colour, or style you'd like instead. If there's a price difference we'll sort it out with you, either refunding the difference or sending a quick payment link.

Cancelling an order

Changed your mind? You can cancel your order within 24 hours of placing it. Just email support@kemetcotton.com with your order number and we'll cancel it and refund you to your original payment method, minus a 5.5% payment processing fee.

Why the fee? Our payment provider charges us 5.5% to process your payment and does not return it when an order is cancelled, so we're unable to refund that portion. The remaining 94.5% of your order total is refunded in full.

After 24 hours your order has already moved into packing, so we can no longer cancel it. The easiest path is to wait for it to arrive and start a return under the 30-day policy above.

Your statutory rights

Nothing in this policy affects your legal rights. Customers in the UK are covered by the Consumer Rights Act 2015, and shoppers elsewhere keep all the protections available under their local consumer law.

Here to help

Questions about a return, refund, or exchange? Our team is happy to help.