Refund policy

Returns & Refunds

Changed your mind? You have 14 days from the day you receive your order to return it, no reason needed.

Conditions

  • Products must be unused, in their original condition and, where possible, in their original packaging.
  • Straps must not have been heat-molded. Molding permanently changes a strap to the shape of your finger: a molded strap counts as used, can no longer be resold and therefore can't be returned or exchanged. This does not affect the legal guarantee of conformity if a strap is defective.
  • The 14-day period starts on the day you (or someone you designate) receive the order.

How to request a return

  1. From your account: click the profile icon at the top of the site, sign in with your email address, open your order and select Request return.
  2. Without an account: email contact@towagear.com with your order number and the items you want to return.
  3. We review your request within 2 business days and email you the return instructions.
  4. Mainland France: you receive a prepaid Mondial Relay return label. Print it, stick it on the parcel and drop it off at any Mondial Relay pickup point.
    Other countries: send the parcel with a tracked service to the address given in the approval email.
  5. Keep your proof of drop-off until you receive your refund.

Return shipping costs

Return shipping costs are paid by the customer:

  • Mainland France: we send you a prepaid label and deduct a flat return fee of €4.90 from your refund.
  • Other countries: you send the parcel at your own expense; no fee is deducted from your refund.

No return fee applies if the product is defective, was damaged in transit or is not the item you ordered.

Refunds

We refund the returned products and the original shipping cost (up to the cheapest standard delivery option we offer) within 14 days of your return request, to your original payment method. We may wait until we receive the products, or proof that they have been sent back, before issuing the refund.

Size exchanges

Try your straps on cold as soon as they arrive, before molding them: they should feel snug, even slightly tight. Heat-molding can stretch a strap, but it can't make it smaller.

Strap too loose? Don't mold it: request a return and select the size as the reason, or tell us by email. Once we receive the unmolded straps, we ship the right size, subject to availability. Molded straps can't be exchanged.

Defective or damaged product

Contact us within 7 days of delivery at contact@towagear.com with your order number and a photo. We will replace or refund the product at no cost to you.

This policy does not affect your statutory rights, including the 2-year legal guarantee of conformity.