Refund policy

Refund and Return Policy

Online Orders

Here at Pomp & Sass we work diligently to offer you a high quality item. Every towel is checked for quality before being shipped out. Should you receive the wrong item or one that is damaged, please send us an email with images to hello@pompandsass.ca. We will happily make it right.  

Pomp & Sass offer a 14 day return policy on orders placed through pompandsass.ca Conditions apply.

Returns are processed within 3 business days of receipt of returned towels. If your return qualifies for a refund, this will be processed within that timeline. To ensure your return qualifies for a refund, email hello@pompandsass.ca before sending it back.

Conditions:

We cannot accept returns of used or washed towels due to health and safety protocols that keeps our team safe. If you need to return your un-used, un-washed item, email us at hello@pompandsass.ca Please note that Pomp & Sass does not pay for return shipping.

Kindly note that as a small business, we have to take returns very seriously. Our product is custom to us and very expensive because it's ethically made. Any towel returned to us, that cannot be resold, will not qualify for a refund. Do not return your item to us after removing the tags, washing or using it. If there are scents, stains or the tags are broken your order will be disqualified for a return. 

What happens to returned items?

Towels returned in the same condition they are sold in, will be resold after a quarantine period of 14 days. 

When returned items are not sent back to us with care, the towel are disinfected and donated to a local charity or sent to a fabric recycling program. 

If You Purchased a Pomp & Sass Towel From Another Store

If you purchased your towel from an independent retailers, kindly reach out to them for their refund/return policy. We cannot refund these towels directly. 

General Refund Policy 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To qualify for a return for eligible products, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pompandsass.ca. Please note that returns will need to be sent to an address in Oakville ON. Customers are responsible for shipping charges. 

If your return is accepted, we’ll send you full return address, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted, returned to you or refunded.


You can always contact us for any return question at hello@pompandsass.ca.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Should you receive the wrong item, do not use the item and email hello@pompandsass.ca with a descriptive email including images. 


Exceptions / non-returnable items

In the case of specialty items sold at Pomp & Sass, certain items cannot be returned. Non returnable items may include custom products (such as special orders or personalized items & limited edition towels), and personal care goods (such as beauty products, soap and tools). Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pompandsass.ca.