Refund & Returns Policy

This Refund & Returns Policy applies to all purchases made through the Hubtowel Official Website and is issued by Tnt Custom Stainless Steel Fabrication Ltd. We are committed to a transparent and secure shopping experience, ensuring that all post-purchase requests are handled with professional diligence.

1. Company Information

Brand Name: Hubtowel

Legal Entity: Tnt Custom Stainless Steel Fabrication Ltd.

Registration Number: 9529519-794870493RC0001

Returns & Operational Address: 40 Trowers Rd, Woodbridge, ON L4L 7K6, Canada

Email: rack@hubtowel.com

Telephone: +1 416 745 6608

2. Secure Payment Methods
All transactions are processed via secure, encrypted gateways. Hubtowel accepts:

Visa, Mastercard, American Express;

Apple Pay and Google Pay;

Verified electronic wallet options available at checkout.
We do not store complete payment card details on our local servers.

3. Delivery Support & Delay Resolution

Standard Delivery: 5–9 business days following dispatch to European destinations.

Tracking: Real-time tracking notifications are sent to your registered email at key fulfilment stages (Dispatch, Logistics Arrival, and Local Delivery).

Carrier Investigation: If a shipment exceeds the estimated timeframe, we initiate an immediate carrier review.

Guaranteed Resolution: If an order is confirmed as lost or stalled beyond reasonable transit periods, we provide a guaranteed resolution: either a full refund or a free replacement shipment, depending on your preference.

4. Statutory Right of Withdrawal (EU/UK Customers)
In accordance with the European Consumer Rights Directive, customers within the European Union and the United Kingdom have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

Notification: Please contact rack@hubtowel.com to initiate this process.

Address: Returns must be shipped directly to our Canadian facility: 40 Trowers Rd, Woodbridge, ON L4L 7K6, Canada.

Condition: Items must be unused, in their original condition, and safely packaged for return transit.

Please note that return shipping costs from Europe to our Canadian facility can be significant. We strongly encourage checking product dimensions carefully before purchase.

5. Damaged or Defective Items
As a manufacturer-direct brand, we take full responsibility for product integrity.

Reporting: If an item arrives damaged, notify us within 48 hours with photographic evidence of the product and packaging.

Resolution: Upon verification, we will issue a full refund or a replacement. For confirmed transit damage, we generally do not require the physical return of the affected item.

6. Refund Eligibility
Refunds are issued under the following transparent criteria:

Validated withdrawal requests within the 14-day statutory window;

Verified material defects or transit-related damage;

Verified delivery failure following carrier investigation;

Order cancellation requested prior to dispatch.

7. Return Logistics
All returns are managed by our internal administrative team at:
40 Trowers Rd, Woodbridge, ON L4L 7K6, Canada
Customers are responsible for return shipping costs unless the return is due to a verified material defect or error on our part. We recommend using a tracked shipping service for all returns.

8. Refund Processing Timeline
Once a refund is approved by our team:

Execution: The refund is issued immediately back to your original payment method.

Duration: Please allow 5 to 10 business days for the credit to appear on your statement, subject to your financial institution’s processing procedures. This timeline is standard for Stripe and major banking providers.

9. Policy Exclusions
To maintain operational integrity, we cannot accept refund requests where:

The request is submitted outside the statutory return windows;

The item has been used, modified, or damaged by the customer;

Information provided is insufficient to verify the claim.
This policy does not limit any mandatory statutory rights provided under applicable local consumer legislation.

10. Official Contact Information
For all refund, return, or order-related enquiries, please contact our in-house support:
Tnt Custom Stainless Steel Fabrication Ltd.
40 Trowers Rd, Woodbridge, ON L4L 7K6, Canada
Email: rack@hubtowel.com
Telephone: +1 416 745 6608
Website: www.hubtowel.com