Refund policy

We want you to be pleased with what arrives. If something is not right, here is how we handle it.

Changed your mind

You may return any item within 14 days of delivery, provided it is unopened, unused and in its original packaging. The 14 days runs from delivery to the day the item reaches us, so please let us know promptly. Once we receive it and confirm its condition, we refund the full purchase price to your original payment method. Return delivery is at your cost unless the item was faulty or we sent the wrong item.

Opened linen

Bedding, pillows, protectors and towels are hygiene-sensitive. Once opened or used they cannot be resold, so we cannot accept them back unless they are faulty. Please check sizes and quantities carefully before opening. Size guides are on every product page, and we are happy to confirm a fit by email before you order.

Sale items

Items bought at a sale or promotional price are not refundable for change of mind. If a sale item is faulty, the faulty-item process below applies in full.

Faulty or incorrect items

If an item arrives damaged, faulty, or is not what you ordered, tell us within 7 days of delivery at orders@pillowandpercale.co.za with your order number and a photograph, so we can arrange collection before the return window closes. We will collect at our cost and, at your choice, replace the item, repair it, or refund you in full. Your rights under the Consumer Protection Act apply in addition to this policy.

Exchanges

Where we agree an exchange, the replacement is dispatched on the same timeline as a standard order and arrives within 3 to 5 business days of dispatch.

How to return

  1. Email orders@pillowandpercale.co.za with your order number and the item you wish to return.
  2. We will confirm the return and send you the return address and any collection details.
  3. Pack the item securely in its original packaging.
  4. Once we receive and check it, your refund is processed within 10 business days to your original payment method.

Host and Trade orders

The same policy applies to Host and Trade accounts. Because these orders are often larger, we confirm sizes and quantities with you before dispatch, so please check that confirmation carefully. Volume orders that have been opened cannot be returned for change of mind.