Refund policy

At Relax Home Linens, we want you to love every piece you receive. That's why you can inspect your order before paying, and you can exchange or return it within 14 days of receiving your shipment. This page explains everything.

At a glance

Topic	Details
Exchange & return window	14 days from receiving your shipment
How to request	WhatsApp or call +20 10 16610673, or email whitegoldweaving@gmail.com
Item condition	New, unused and unwashed, with tags and original packaging
Damaged or incorrect item	We exchange or refund it and cover the shipping
Refunds	To your original payment method, after we receive and check the item

First: inspect your order on delivery

If you pay cash on delivery, you can open the parcel in front of the courier, feel the fabric, and check the size, colour and number of pieces before you pay. If anything isn't right, you can refuse the delivery and pay nothing. This is the easiest and fastest option, so we recommend inspecting carefully before you accept your order.

Exchange and return window

You can request an exchange or return within 14 days of receiving your shipment. You need to contact us within this period, even if the item reaches us a day or two later.

Conditions for exchanges and returns

To accept an exchange or return, the item must be:

New, unused and unwashed.
With its tags, in its original packaging.
Complete with all pieces (for sets, the whole set, including all pillowcases and pieces).
Clean, with no stains, smells or signs of use.

If an item comes back used, washed or incomplete, we may be unable to accept it and will send it back to you.

Items with special conditions

Pillows, mattress protectors and toppers: for hygiene reasons, these can only be exchanged or returned if they are still sealed in their original packaging, unless they have a manufacturing defect.
Customized products (such as a custom size or embroidery): these cannot be exchanged or returned because they were made especially for you, unless they have a manufacturing defect or differ from what we agreed.

If your item arrives damaged or incorrect

If your item has a manufacturing defect, was damaged in shipping, isn't what you ordered (wrong size, colour or product), or is missing pieces:

Message us on WhatsApp as soon as possible with your order number and photos showing the problem.
We will exchange it or refund it, whichever you prefer.
In this case, we cover all shipping costs, both ways.

If you change your mind

If the item is fine but you'd like a different size or colour, or you've changed your mind, you can exchange or return it within 14 days as long as the conditions above are met. In this case:

The original shipping cost is non-refundable.
The customer pays the shipping cost for the return, or for sending the replacement in an exchange.

How to request an exchange or return

Contact us within 14 days of delivery on WhatsApp or by phone at +20 10 16610673, or by email at whitegoldweaving@gmail.com.
Send the details: your order number, the item you want to exchange or return, the reason, and photos if there's a problem.
We confirm and arrange collection: we agree with you on a time for the courier to collect the item, or on how to send it to us.
Prepare the item: in its original packaging, with tags and all pieces.
We check the item as soon as it reaches us, to make sure it meets the conditions.
We send your replacement or issue your refund, and keep you updated on WhatsApp at every step.

Exchanges

You can exchange for a different size or colour of the same product, or for a different product.
Exchanges depend on stock. If what you want isn't available, you can choose something else or get a refund.
If the new item costs more, you pay the difference. If it costs less, we refund the difference.

Refunds

Once your item reaches us and we've checked it, we refund you as follows:

If you paid by card: the money goes back to the same card. It can take 7–14 business days to appear in your account, depending on your bank.
If you paid cash on delivery: we refund you by bank transfer or mobile wallet, whichever we agree with you.

We start processing your refund within 7 days of receiving and checking the item, and send you a confirmation on WhatsApp or by email.

Cancelling before shipping

To cancel your order before it's handed to the courier, message us on WhatsApp as soon as possible with your order number. If you paid by card, we refund the full amount. Customized products cannot be cancelled once preparation has started. Delivery details are in our Shipping policy.

Hotel, business and bulk orders

Orders for hotels, resorts and large quantities placed through White Gold, our sister company, have exchange and return terms agreed with each client in the quotation or contract.

Your rights as a customer

This policy follows Egypt's Consumer Protection Law and does not reduce any of your rights under it.

Exchange and return FAQ

How many days do I have to exchange or return?
14 days from the date you receive your shipment.

Can I return an item I've opened?
Yes, as long as it's unused and unwashed, with its tags, original packaging and all pieces. Pillows, mattress protectors and toppers are the exception: they must still be sealed.

Who pays for return shipping?
If the item is damaged or incorrect, we pay all the shipping. If you change your mind, you pay for the return shipping, and the original shipping cost is non-refundable.

When will I get my money back?
We start processing within 7 days of receiving and checking the item. Card refunds can take 7–14 business days depending on your bank.

I paid cash. How will I be refunded?
By bank transfer or mobile wallet, whichever we agree with you.

Can I exchange for a different size?
Yes, depending on stock, and we settle any price difference.

My item has a defect. What should I do?
Send us photos and your order number on WhatsApp as soon as possible, and we will exchange or refund it at our cost.

Contact us

For any exchange or return: WhatsApp or call +20 10 16610673, or email whitegoldweaving@gmail.com, and include your order number. All the ways to reach us are on our Contact page.

Last updated: 27 October 2026