Returns

1. Policy Overview

Linen and Co is committed to delivering exceptional quality linens and ensuring complete customer satisfaction. This Returns and Refund Policy outlines our comprehensive approach to product returns and refunds for all clients.

2. Hygiene and Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty or defective:

• Linen (bed, bath, and table linens)
• Pillows
• Duvet inners
• Mattress protectors
• Pillow protectors

Customers are encouraged to carefully review product specifications and consult with our team before ordering these items.

3. Made-to-Order and Incorrect Orders

Most of our products are custom made to order. As such:

• Customers must confirm all specifications before production begins.
• Returns or exchanges due to incorrect ordering or change of mind are not accepted.
• Only faulty or defective items are eligible for return or refund.

4. Payment and Order Processing

Full Payment Policy

• Full payment is required before order initiation
• No partial payments or deposits accepted
• 100% payment mandatory to:
  • Begin design consultation
  • Commence production
  • Confirm order fulfilment
• Order processing begins only upon complete payment receipt
• Pricing locked at time of full payment

5. Returns and Authorisation

All returns must be pre-arranged and authorised by Linen and Co. Unarranged or unsolicited returns will not be accepted.

Refunds for faulty or defective products will be processed promptly following inspection and approval.

6. Residential and Commercial Returns

Residential Customer Returns

• 14-day return window from delivery date
• Eligible items must be unused, unwashed, in original packaging, and free from marks or alterations
• Returns accepted only for manufacturing defects, structural issues, significant colour or size discrepancies
• Used, washed, or customer-damaged items are excluded

Commercial/Hospitality Client Returns

• Dedicated account management and quality inspection
• Immediate replacement for verified defects
• Return terms customised based on order volume, client relationship, and hospitality requirements

7. Refund Process

Refund Conditions

• Inspection period: 5 business days
• Refund method: Original payment method
• Processing time: Up to 7 business days after approval
• No refund of original shipping charges

Refund Calculation

• 100% refund for manufacturing defects
• Partial refunds not applicable
• Store credit may be offered in select circumstances
• Refunds processed electronically

8. Return Procedure

Step-by-Step Process

• Contact customer service
• Obtain Return Merchandise Authorisation (RMA)
• Pack item in original packaging
• Include RMA number on return package
• Ship to designated return address
• Await inspection and refund processing

9. Sustainability Commitment

Our Return Policy supports minimal textile waste generation, responsible consumption, product longevity, circular economy principles, and eco-friendly material preservation.

10. Legal Compliance

• Compliant with South African consumer protection laws
• Adheres to POPIA regulations
• Transparent dispute resolution
• Fair and ethical return practices

11. Contact Information

For Returns and Refunds:

• Email: info@linenco.co.za
• Phone: 010 109 4950
• Address: 5 1st Avenue, Edenvale, Gauteng, 1609, South Africa

12. Policy Modifications

• Policy subject to periodic review
• Updates will be communicated
• Most recent version available online

Customer Acknowledgement

By using Linen and Co services, customers acknowledge and agree to these return and refund terms.