RESPONSIBLY SOURCED • HOTEL-GRADE TEXTILES • BULK & TRADE PRICING • RELIABLE UK DELIVERY •

Refund and Returns Policy

At TH Mills we want you to be happy with your purchase. If something isn’t right we’ll do our best to make the returns process straightforward and efficient.

Please read the information below before returning any products.

Returns

If you change your mind about an item purchased from TH Mills please contact us within 14 days of receiving your order to request a return.

To help us process your request please provide:

Please contact us before sending any goods back.

Return Condition

Unwanted products must be returned:

You may inspect the product as you would reasonably be able to do in a shop. However where handling beyond what’s reasonably necessary reduces the value of the goods we may be entitled to reduce the amount refunded in accordance with applicable law.

Please take care of products while they are in your possession.

How Long Do I Have to Return an Item?

For online Consumer purchases you must notify us that you wish to cancel within 14 days of receiving your goods.

After notifying us of your cancellation you should send the goods back without delay and no later than 14 days after telling us that you wish to cancel.

Different arrangements may apply to Business or Trade orders where separately agreed in writing.

Return Postage

If you are returning an item because you have changed your mind you are responsible for arranging and paying for the return postage.

The goods remain your responsibility until they reach us.

We strongly recommend using a tracked and insured delivery service, for higher-value or larger orders and keeping your proof of postage.

If an item is faulty damaged incorrectly supplied or otherwise does not conform to your rights different arrangements may apply and we may arrange collection or cover reasonable return costs where required.

Return Authorization

Please contact us before returning your order so that we can provide return instructions and authorization.

Do not send products back without contacting us

Your return authorization will normally remain valid for 14 days from the date it is issued.

Goods returned without authorization may experience delays in processing and where permitted may be returned to the sender at their expense.

Damaged Goods

If your order arrives faulty or damaged please contact us soon as possible.

We ask that visible damage is reported, where possible, within 7 days of delivery so that we can investigate the issue quickly with our warehouse or delivery provider.

Please provide:


Depending on the item and nature of the problem we may:

The request to contact us within 7 days helps us resolve delivery issues quickly and does not affect your statutory rights.

Incorrect Items

If you receive an item that you did not order please contact us before returning it.

Please provide your order number and details of the product.

Once we have reviewed the issue we will provide instructions for returning the goods and arrange the appropriate replacement or refund.

You will not be expected to pay return costs where the incorrect item was supplied by us.

Hygiene-Sensitive Products

For hygiene reasons certain products may not be eligible for change-of-mind returns after they have been unsealed or removed from sealed hygiene packaging where the applicable legal hygiene exception applies.

This may include products such as:

This restriction does not apply where goods are faulty damaged, incorrectly supplied or where you otherwise have a right to a remedy.

Order Cancellation

If you wish to cancel an order before it has been dispatched, please contact us quickly as possible by email.

We will make every effort to stop the order before dispatch and issue a full refund where the cancellation can be completed in time.

Please send cancellation requests to:

[email protected]

Include your order number in the email so that we can locate your order quickly.

If your order has already been dispatched you may need to receive the goods and follow the returns procedure described above.

For clarity and record keeping order cancellation requests should be made in writing by email than by telephone.

Nothing in this section affects your statutory cancellation rights.

Refunds

Once returned goods have been received they will be inspected.

For change-of-mind returns under our returns policy products should be returned in a condition, including where reasonably applicable:

Where permitted by applicable law we may reduce a refund where the value of an item has been reduced because it has been handled beyond what would reasonably be necessary to inspect it.

This does not affect your rights if an item is faulty not as described or otherwise does not meet legal requirements.

When Will I Receive My Refund?

Where a Consumer exercises a statutory cancellation right refunds will be processed in accordance with applicable UK consumer law.

We may wait until we have received the returned goods or you provide evidence that they have been sent back whichever occurs first where applicable.

Once a refund becomes due it will normally be issued using the payment method used for the original order unless another method has been expressly agreed.

Your bank or payment provider may take time to show the refund in your account after it has been processed.

Original Delivery Charges

For Consumer cancellations, where required by law we will refund the cost of our standard delivery option.

If you selected an expensive or enhanced delivery service, such as express or premium delivery we are not required to refund the additional amount above the cost of our standard delivery service.

Return postage for change-of-mind returns remains the customer responsibility unless otherwise agreed or required by law.

Exchanges

Where stock’s available we may be able to arrange a replacement or exchange.

Please contact us before returning the product so we can confirm availability.

For some orders it may be quicker to issue a refund and ask you to place an order for the preferred product.

Business & Trade Orders

TH Mills supplies both customers and commercial customers including hotels, hospitality businesses, laundries and other trade buyers.

Consumer cancellation rights may not apply to purchases made wholly or mainly for business purposes.

Returns for Business and Trade Customers may therefore be subject to:

Customized, personalized, specially manufactured or bespoke trade orders may not be eligible for cancellation or return once production has begun except where the goods are faulty or otherwise fail to meet the agreed specification.

Any agreed quotation, contract or written trade terms will apply to the relevant order.


Items We Cannot Accept as Change-of-Mind Returns

Subject to your rights we may not be able to accept change-of-mind returns for:

This does not affect your rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

Statutory Rights

Nothing in this Returns & Refunds Policy is intended to restrict or remove any rights you have under UK consumer law.

Where you are purchasing as a Consumer goods must meet the standards required by law including being quality fit for purpose where applicable and as described.

Your statutory rights are separate, from any returns arrangements offered by TH Mills.

Return Enquiries

For all return, refund, cancellation, damaged-item and incorrect-item enquiries please contact:

Email: [email protected]

Telephone: +44 1274 299227

Please include your order number whenever you contact us regarding an order.

Returns Address

Unless we provide a return address when authorising your return returns should be sent to:

TH Mills / Thornton Mills Ltd

Unit 1-A, Nile House

Pump Street

Blackburn

BB2 1PG

United Kingdom

Important: Please contact us before sending a return so that we can provide the correct return instructions and confirm the return address for your order.