Refund and Returns Policy

Refund and Returns Policy

STANDARD RETURNS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or credit your account, subject to the below terms.

Unwanted products

If for any reason you are not satisfied with your purchase, please email info@towelwarehouse.co.za.

You may return a purchase within 30 days of the collection/delivery date, either in store or via a courier at a nominal fee. After 30 days, you can only return a purchase if it is defective (see Defective Products below).

Products must be undamaged and unused, in their original packaging and with the original labels and stickers still attached.

Products must not have been personalised for you or made to your specifications.

On approval by Management, money will be credited to your account or refunded to you in the same method you used to pay for the order (at your preference), unless otherwise agreed to between you and Management, within 7-10 working days from the date of return. The credit/refund amount will exclude any delivery charges applicable to the order and the cost of the return (if any).

We will credit your account or refund you (at your preference) within 7-10 working days from the date of return.

Management reserves the right to refuse a refund if the above conditions are not met.

Exclusions

In the interest of hygiene, duvet inners, pillows, mattress and pillow protectors may not be eligible for exchange or return if they are not in their original condition and unused, subject to inspection by Management.

We also reserve the right to not replace/refund certain products which have been used, and are not found to be defective, as determined by Management.

If you purchased something and then changed your mind, we understand!

Exchange of Toweling Products

If for any reason you want to exchange a toweling product, please email info@towelwarehouse.co.za.

You may exchange a toweling product for a different size or colour variation (provided the product has not been personalised for you or made to your specification), within 30 days of the collection/delivery date, either in store or via a courier at a nominal fee, provided that such variation is available. After 30 days, you may only exchange a purchase if it is defective (see Defective Products below).

Products must be undamaged and unused, in their original packaging and with the original labels and stickers still attached.

If such variation is not available, on approval by Management, money will be credited to your account or refunded to you in the same method you used to pay for the order (at your preference), unless otherwise agreed to between you and Management, within 7-10 working days from the date of return. The credit/refund amount will exclude any delivery charges applicable to the order and the cost of the exchange (if any).

Management reserves the right to refuse an exchange if the above conditions are not met.

Products damaged on delivery

 Should a product be damaged at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return via email on info@towelwarehouse.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and Management has approved your return, we will at your choice replace the product as soon as possible (if the same product is in stock to use as a replacement) or refund you within 7-10 working days of the approval date.

Should Management not approve the return, you will be liable for the full cost of the product, including any delivery and collection charges.

Defective products

 We do our best to ensure that the products we deliver to you are of a high quality.

What is a defect? 

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return hereunder:

  • faults resulting from normal wear and tear;
  • damage arising from a failure to adequately care for the product as per the manufacturers care guidelines;
  • the recommended wash care instructions have not been adhered to;
  • damage arising from unauthorized alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

In the instance of items being returned for quality/sizing issues, we may require Management to inspect and approve goods before any credits or refunds, and appreciate your patience in this regard.

In order to allow for industry accepted shrinkage, certain goods are manufactured oversized, and may vary between 2-5% from stated size (after washing).

Standard Warranty

 If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product.

You can do so by logging a return via email on info@towelwarehouse.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and Management has approved your return, we will at your choice replace the product if we have the same product in stock to use as a replacement or refund you (at your preference), within 7-10 working days of the date of approval. If the replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.

Unfortunately, we cannot facilitate defective returns that fall outside of the 6-month period.

Preparing your product(s) for return

 To ensure your request is processed as quickly as possible you are responsible for the following when returning/exchanging your products:

  • package your products safely and securely for protection during transit; and
  • clearly mark your return reference number on the outside of the parcel.

Failure to adhere to either of these requirements could delay the processing of your request or result in its decline altogether.