Refund policy

Returns, Refunds & Exchanges Policy

Linen Online | linenonline.co.za

Last updated: 29 June 2026

 

At Linen Online, we want customers to shop with confidence when purchasing bedding, towels, curtains, throws, blankets, bath mats, pillows, protectors and other home comfort products online in South Africa.

This Returns, Refunds & Exchanges Policy explains how returns, refunds and exchanges are handled for purchases made through Linen Online and linenonline.co.za.

1. Proof of Purchase

To request a return, refund or exchange, customers must provide valid proof of purchase. Accepted proof of purchase may include:

·       Order confirmation email

·       Invoice

·       Receipt

·       Till slip, where applicable

·       Online order number

Without valid proof of purchase, Linen Online may be unable to process a return, refund or exchange.

2. Return and Exchange Period

Customers may request a return or exchange within fourteen (14) days of purchase or delivery, subject to the conditions listed in this policy. Returns and exchanges are only accepted where the item meets the return conditions below.

3. Return Conditions

To qualify for a return or exchange, the item must be:

·       Unused

·       Unwashed

·       Unworn

·       Undamaged

·       In its original packaging

·       In a resalable condition

·       Returned with all tags, labels, inserts and accessories where applicable

For hygiene reasons, Linen Online reserves the right to refuse returns on bedding, towels, pillows, protectors and similar linen or home comfort products where the item has been used, washed, damaged, soiled, removed from its original packaging, or is no longer in a resalable condition.

4. Non-Refundable Items

The following items are not eligible for refund unless faulty, damaged or incorrectly supplied:

·       Sale items

·       Discounted goods

·       Clearance items

·       Promotional items

·       Items that have been used, washed or damaged

·       Items not returned in their original packaging

·       Items returned outside the approved return period

Sale and discounted goods are non-refundable unless the item is defective, damaged or incorrectly supplied.

5. Exchanges

Customers may request an exchange within fourteen (14) days, provided that the item meets the return conditions.

Exchanges may be subject to stock availability. If the requested replacement item is not available, Linen Online may offer an alternative product, store credit, or a refund where applicable.

6. Refunds

Where an exchange is not required and the return is approved, Linen Online will process a refund to the original payment method used for the order.

Refunds are subject to inspection of the returned item and may take a reasonable period to process once the item has been received and inspected.

Credit card refunds may take approximately 14 to 21 working days to reflect, depending on the customer's financial institution. Refunds for credit card payments will be processed to the same card used for the original transaction.

7. Faulty, Damaged or Incorrect Items

If an item is faulty, damaged or incorrectly supplied, customers must contact Linen Online Customer Care as soon as possible. Customers may be asked to provide:

·       Order number

·       Proof of purchase

·       Photographs of the product

·       Photographs of the packaging

·       A description of the issue

Once reviewed, Linen Online may arrange a replacement, exchange, refund or suitable solution depending on the situation.

8. Online Purchases and In-Store Arrangements

Online purchases may be returned or exchanged in-store where applicable and where prior arrangement has been made with Linen Online Customer Care.

Customers who are unable to return items in person may contact Linen Online Customer Care to arrange an alternative solution. Courier fees may apply for returns due to change of mind, incorrect size selection, incorrect colour selection, or incorrect product choice.

9. Order Cancellations and Changes

Customers are responsible for checking all order details before completing checkout.

Once an order has been submitted, cancellations or changes may not be accepted if the order has already been processed, packed, dispatched or handed to the courier.

Goods will be delivered to the address provided at checkout. If Linen Online is unable to contact a customer using the details provided, after reasonable attempts, the order may be cancelled and a refund may be issued via the original payment method.

10. Return Courier Fees

Return courier fees may apply where the return is due to:

·       Change of mind

·       Incorrect product selection

·       Incorrect size selection

·       Incorrect colour selection

·       Customer ordering error

Where the item is faulty, damaged, or incorrectly supplied, Linen Online will review the case and advise on the return process.

11. How to Request a Return or Exchange

To request a return, refund or exchange, contact Linen Online Customer Care using the details below. Please include:

·       Full name

·       Order number

·       Contact number

·       Reason for return or exchange

·       Photographs where relevant

12. Customer Support

For questions, returns, exchanges, refunds, delivery updates or order support, please contact Linen Online Customer Care:

·       Website: linenonline.co.za

·       Call/WhatsApp: 061 537 2586

·       Email: linenonline2026@gmail.com

·       Physical Address: 43 King Street, Duncanville Ext 3, Vereeniging

 

Shipping & Delivery Policy

Linen Online | linenonline.co.za

Last updated: 29 June 2026

 

Linen Online delivers bedding, towels, curtains, throws, blankets, bath mats, pillows, protectors and home comfort products to customers across South Africa.

This Shipping & Delivery Policy explains how orders placed through linenonline.co.za are processed, delivered and handled.

1. Delivery Areas

Linen Online offers delivery across South Africa, subject to courier availability and serviceable delivery areas.

Delivery times and delivery fees may vary depending on the customer's location, courier route and order size.

2. Delivery Fee

Delivery fees are calculated at checkout, unless otherwise stated.

Linen Online may offer free shipping promotions from time to time. Current free shipping offer: free shipping on orders over R1000.

This offer may be updated, changed or withdrawn at Linen Online's discretion.

3. Order Processing Time

Orders are processed once payment has been received and confirmed.

Linen Online will process orders as soon as reasonably possible after payment confirmation. Processing times may vary depending on stock availability, payment confirmation, public holidays, courier delays, incorrect customer details or high order volumes.

4. Estimated Delivery Time

Estimated delivery times are provided as a guide and may vary depending on the delivery address and courier service.

Outlying areas may take longer. Delivery times are estimates and cannot always be guaranteed.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout. Please ensure that the following details are correct:

·       Full name

·       Contact number

·       Street address

·       Suburb

·       City

·       Province

·       Postal code

·       Any special delivery instructions

Linen Online will not be responsible for failed, delayed or incorrect deliveries caused by incorrect or incomplete delivery information supplied by the customer.

6. Courier Delivery

Orders may be delivered using a courier or delivery partner selected by Linen Online.

Customers may be contacted by the courier for delivery arrangements. If a courier is unable to deliver due to incorrect address details, customer unavailability or failed delivery attempts, additional delivery fees may apply.

7. Collection or In-Store Returns

Where applicable, customers may be able to return or exchange online purchases in-store by prior arrangement.

Customers should contact Linen Online Customer Care before visiting or returning any item.

8. Damaged Deliveries

If an order arrives damaged, customers should contact Linen Online Customer Care as soon as possible. Please provide:

·       Order number

·       Photos of the damaged item

·       Photos of the packaging

·       Description of the issue

Linen Online will review the issue and advise on the next steps.

9. Missing or Incorrect Items

If an order is missing an item or contains an incorrect product, customers should contact Linen Online Customer Care as soon as possible. Please include the order number and clear details of the issue.

10. Customer Support

For questions, returns, exchanges, refunds, delivery updates or order support, please contact Linen Online Customer Care:

·       Website: linenonline.co.za

·       Call/WhatsApp: 061 537 2586

·       Email: linenonline2026@gmail.com

·       Physical Address: 43 King Street, Duncanville Ext 3, Vereeniging