At TownSquare, we want you to be completely satisfied with your purchase. Because every item passes through our verification hub before dispatch, most quality issues are caught before delivery. If you still need to return an item, this policy outlines how.
1. Return Window
You have 7 days from the date of delivery to return eligible items. Returns must be initiated within this timeframe. Items returned after 7 days will not be accepted.
2. Return Eligibility
To be eligible for a return, items must meet the following conditions:
- Unused and unworn: Items must be in their original condition with no signs of use or wear
- Tags attached: All original tags, labels, and packaging must be intact
- Original packaging: Items should be returned in their original packaging when possible
- Proof of purchase: Order confirmation or receipt required
3. Non-Returnable Items
For hygiene, safety, and quality reasons, the following items cannot be returned or refunded:
3.1 Hygiene-Sensitive Items
- Intimates and undergarments — panties, boxers, thongs, bras, lingerie
- Swimwear — unless the original hygiene seal is completely intact and untampered
- Hosiery and socks — tights, stockings, socks
- Bodysuits — due to close body contact
- Personal hygiene items — face masks, face coverings, hair brushes, combs
3.2 Jewellery
- Earrings and all pierced ear jewellery
- Body jewellery — nose rings, belly rings, other pierced jewellery
3.3 Customised Products
- Made-to-order items — clothing made to your measurements or specifications
- Personalised items — products with custom names, monograms, or engravings
- Altered items — clothing tailored, hemmed, or altered after purchase
3.4 Final Sale Items
- Clearance items — heavily discounted to clear inventory
- Promotional items — free items or gifts included with purchases
3.5 Special Categories
- Opened beauty products — fragrances and beauty items with broken seals
- Gift cards — non-refundable for cash except as required by law
Always check the product page before purchasing. Non-returnable items will be clearly marked as "Final Sale" or "Non-Returnable."
4. How to Return an Item
Step 1: Initiate a Return Request
Contact our customer support within 7 days of delivery:
- Email: support@townsquare.com
- Subject: Return Request — Order #[Your Order Number]
- Include: Order number, item(s) you wish to return, and reason for return
Step 2: Receive Return Authorisation
Our team will review your request and provide return instructions, including a return authorisation number and next steps.
Step 3: Return Collection
TurboTown, our logistics partner, will collect the return from your location — the same way your order was delivered. You will be given a pickup window once your return is authorised. Please have the item securely packaged with all original tags and packaging.
Step 4: Hub Inspection & Refund
Once the item arrives at our hub, we inspect it against the return eligibility criteria. Approved refunds are processed within 48 hours of inspection.
5. Return Shipping Costs
Standard returns: A return collection fee applies and will be deducted from your refund.
Defective or wrong items: If the item failed hub verification or we shipped the wrong item, TownSquare covers the return collection cost in full.
6. Refund Processing
6.1 Processing Time
- Hub inspection: Within 24–48 hours of receiving the return
- Refund issuance: Within 48 hours of approval
- Bank processing: Allow 5–10 business days for the refund to appear in your account
6.2 Refund Method
Refunds are issued to your original payment method:
- Credit/debit card — refunded to the card used
- Mobile money — refunded to the mobile money account used
- Bank transfer — refunded via bank transfer if applicable
6.3 What Is Refunded
- Item price: Full refund of the product price
- Original delivery fee: Not refunded unless item is defective or wrong
- Return collection fee: Deducted from refund unless item is defective or wrong
7. Exchanges
TownSquare does not currently offer direct exchanges. If you need a different size, colour, or variant:
- Return the original item for a refund following the process above
- Place a new order for the desired item
This ensures faster processing and confirms availability of the replacement item.
8. Damaged or Defective Items
Every item is inspected at our hub before dispatch, so defective or wrong-item issues are rare. However, if you receive a damaged or defective item — for example, damage that occurred during last-mile delivery — please contact us immediately:
- Timeframe: Report within 15 days of delivery
- Evidence: Provide photos of the damaged or defective item and packaging
- Resolution: We will arrange a free return collection and issue a full refund including delivery fees
Email support@townsquare.com with "Damaged Item — Order #[Number]" in the subject line.
9. Lost or Missing Packages
Since TownSquare manages delivery end-to-end through TurboTown, we take full responsibility for items in transit. If your order does not arrive:
- Check the tracking information in your order confirmation email
- Wait until the estimated delivery date has passed
- Contact us at support@townsquare.com with your order number
We will investigate and provide a resolution — refund or reshipment — within 5 business days.
10. Late or Missing Refunds
If you have not received your refund after the processing time:
- Check your bank account thoroughly, including pending transactions
- Contact your bank or payment provider — processing can take additional time
- If you have done both and still have not received your refund, contact us at support@townsquare.com
11. Contact Us
For return requests, refund enquiries, or questions about this policy:
Email: support@townsquare.com
Subject Line: Include "Return Request" or "Refund Enquiry" and your order number
Response Time: We respond within 24 hours