Refund policy

You may request a return within 30 days of receiving your order.

To qualify for a standard return, the product must be:

— Unused
— Unwashed
— In its original condition
— In its original packaging where reasonably possible
— Returned with proof of purchase

Because microfibre towels can collect dirt, grit and other contaminants during use, used towels cannot normally be accepted as change-of-mind returns.

To request a return, email stella@midnightservice.co with your order number before sending anything back. We’ll provide the return instructions and return address.

Do not send a return without contacting us first.

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Once your return has been received and inspected, we’ll notify you whether your refund has been approved. Approved refunds will be returned to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Original shipping costs are generally not refunded for voluntary returns, except where required by applicable consumer law.

EU Right of Withdrawal

If you are a consumer located in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.

This statutory right exists independently of our voluntary 30-day return policy and does not affect your other consumer rights.

Damaged, Incorrect or Faulty Products

Please inspect your order when it arrives.

If your product arrives damaged, defective or you receive the wrong item, contact stella@midnightservice.co as soon as possible with your order number and photos of the issue.

If the issue is confirmed, we’ll arrange an appropriate solution, which may include replacement, repair or refund depending on the circumstances and your applicable consumer rights.

Where the product is faulty or incorrect, Midnight Service will cover the appropriate return costs.

Legal Guarantee

Consumers purchasing new goods from Midnight Service are protected by the applicable statutory consumer guarantee.

For consumers in Belgium, new consumer goods are generally covered by a two-year legal guarantee for lack of conformity from delivery.

Normal deterioration resulting from use, improper washing, misuse or damage caused after delivery is not considered a manufacturing defect.

Exchanges

The quickest way to exchange an item is usually to return the original item and place a new order once your return has been approved.

Contact stella@midnightservice.co if you need help with an exchange.

Non-returnable Items

For voluntary change-of-mind returns, we cannot normally accept:

— Used or washed towels
— Personalised or custom-made products
— Gift cards
— Products otherwise excluded from withdrawal rights under applicable law

This does not affect your statutory rights if an item is faulty, damaged or not as described.