Linen & 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 both residential and commercial clients.

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

Return Conditions

• 14-day return window from delivery date

Eligible Items Must Be:

• Unused and unwashed
• In original, unopened packaging
• Free from marks, stains, or alterations
• In identical condition as received

Accepted Return Reasons

• Manufacturing defects
• Fabric structural issues
• Significant colour variations
• Size discrepancies
• Material composition inconsistencies

Exclusions

• Used or washed items
• Normal wear and tear
• Improper care or maintenance
• Subjective aesthetic preferences
• Customer-induced damage

Special Provisions

• Dedicated account management
• Comprehensive quality inspection
• Immediate replacement for verified defects
• Customised return terms based on:
  • Order volume
  • Client relationship
  • Specific hospitality requirements

Return Evaluation Criteria

• Structural integrity assessment
• Fabric performance verification
• Colour fastness testing
• Dimensional accuracy check
• Compliance with hospitality standards

Return Limitations

• Non-returnable after production begins
• Exceptions Only For:
  • Significant manufacturing defects
  • Severe design specification deviations
  • Structural integrity compromises

Design Approval Process

• Full payment required before design work
• Mandatory design approval stage
• No refunds for approved custom designs
• No cancellations after design confirmation

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

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

Our Return Policy Supports:

• Minimal textile waste generation
• Responsible consumption practices
• Product longevity
• Circular economy principles
• Eco-friendly material preservation

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