Refund policy

Returns & Refund Policy

At salt&cotton., we take pride in the quality of our 100% cotton towels. If you are not entirely satisfied with your purchase, we are here to help. Our policy is designed to be fair while maintaining the highest hygiene standards for all our customers.

1. Australian Consumer Law (Faulty Items)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes:

  • The towel has a significant manufacturing defect (e.g., unraveling seams upon arrival).
  • The item is significantly different from the description or sample shown.

2. Change of Mind Returns

We understand that sometimes the colour or feel isn't exactly what you expected. We offer a 30 Day return period for change-of-mind purchases, subject to the following strict hygiene conditions:

Hygiene Requirement: Due to the personal nature of towels, items must be unused, unwashed, and in their original packaging with all tags attached.

Excluded Items: For health and safety reasons, we cannot accept "Change of Mind" returns on towels that have been removed from their original packaging or used in any way.

Return Shipping: For change-of-mind returns, the customer is responsible for the cost of return shipping. We recommend using a trackable service, as we cannot be held responsible for items lost in transit.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Email our team at return@saltandcottonco.com with your order number and photos of the issue (if faulty).
  2. Once approved, we will provide you with a Return Authorisation Number and the return shipping address.
  3. Pack the items securely and include your proof of purchase (invoice/receipt).

4. Refunds & Processing

Inspection: Once we receive your return, we will inspect the item to ensure it meets the hygiene requirements (for change of mind) or verify the fault.

Approval: If approved, your refund will be processed back to your original payment method within 10-20 business days.

Shipping Fees: Original shipping charges are non-refundable for change-of-mind returns. If the item is confirmed faulty, we will refund your shipping costs.

Summary Table for Customers

Reason for Return Remedy Condition of Towels Shipping Cost
Faulty / Defective Full Refund or Replace Any Paid by Seller
Wrong Item Sent Correct Item or Refund Unused / Original Packaging Paid by Seller
Change of Mind Refund or Store Credit Unused, Unwashed, Tags on Paid by Customer