Returns and Refund Policy

1. Hygiene and Non-Returnable Items

For hygiene, safety, and health reasons, the following items cannot be returned, exchanged, or refunded under any circumstances unless there is a verified manufacturing defect or delivery damage:

• All bed linens (sheets, pillowcases, duvet covers)
• All bath linens (towels, bath mats, bathrobes)
• All table linens (tablecloths, napkins, runners, overlays)
• Pillows and duvet inners
• Mattress protectors and pillow protectors
• Any item that has been used, washed, laundered, or soiled

These items are considered hygiene-sensitive textiles and cannot be resold or redistributed once they have left our facility, regardless of condition.

2. Made-to-Order and Custom Products

The majority of Linen and Co products are custom made to order. Custom and made-to-order items are strictly non-returnable and non-refundable once production has begun.

• All specifications, colours, sizes, and personalisation must be confirmed before production
• Returns or refunds due to change of mind, incorrect ordering, or buyer's remorse are not accepted
• Custom designs, embroidery, branding, and personalisation cannot be undone and are final
• Only items with verified manufacturing defects or delivery damage are eligible for consideration

3. Payment Policy

• Full payment is required before production begins
• No partial payments, deposits, or payment plans are accepted
• Payment must be received in full before any work commences
• Pricing is locked at the time of full payment
• No refunds are issued for orders cancelled after payment is received and production has commenced

4. What Qualifies for a Return or Refund

Returns and refunds will only be considered in the following circumstances:

• The item is defective due to a verified manufacturing fault
• The item has been damaged in transit prior to delivery
• The item supplied is materially different from the order confirmed by Linen and Co (e.g., wrong colour, wrong size, wrong specification)
• There is a verified error made by Linen and Co in fulfilling the order

We do not accept returns for:

• Change of mind or buyer's remorse
• Incorrect customer selection or ordering error
• Colour variation (within acceptable industry standards)
• Used, washed, laundered, soiled, or customer-damaged items
• Items that do not meet personal expectations or preferences
• Items altered or modified by the customer

5. 48-Hour Notification Requirement

You must notify Linen and Co of any fault, defect, or damage within 48 hours of delivery.

Failure to notify us within this timeframe will result in the order being deemed accepted and final. No returns or refunds will be considered for issues reported after 48 hours of delivery.

When reporting a fault or issue, you must provide:

• Clear written description of the fault or damage
• High-quality photographs showing the defect or damage
• Your order number and delivery date
• Any other relevant supporting information

Send all claims to: info@linenco.co.za

6. Return Authorisation and Process

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

If your claim is approved, we will provide:

• Written confirmation of the approved return
• Return instructions and address
• Return Merchandise Authorisation (RMA) number

You must include the RMA number on all returned items. Items returned without authorisation or RMA number will be refused.

7. Inspection and Refund Processing

• Inspection period: 5 business days after receipt of returned item
• Refunds are processed only after inspection confirms the claim
• Refund method: Original payment method used for the order
• Processing time: Up to 7 business days after approval
• Original shipping and delivery charges are not refunded
• Return shipping costs are the responsibility of the customer unless the fault is due to Linen and Co error

8. Refund Remedies

Where a return is approved by Linen and Co, the remedy will be determined at our discretion and may include:

• Full refund (for manufacturing defects or Linen and Co error)
• Replacement item (for defective or damaged items)
• Store credit (in select circumstances)
• Repair (where applicable)

Refunds are issued as a credit to the original payment method. Linen and Co reserves the right to determine the most appropriate remedy based on the nature of the fault.

9. Bulk Orders and Account Customers

• Bulk orders follow the same return and refund policy as all other orders
• No exceptions are made for order volume or customer relationship
• All claims must be reported within 48 hours of delivery
• Return terms are non-negotiable and apply uniformly
• Dedicated account management does not alter return eligibility

10. Sustainability and Responsibility

Our strict return policy supports minimal textile waste, responsible consumption, product longevity, and environmental responsibility. By carefully reviewing specifications before ordering and accepting final-sale items, you help us reduce unnecessary waste and maintain sustainable practices.

11. Legal Compliance

• This policy complies with South African consumer protection laws
• All customer information is handled in accordance with POPIA
• Disputes are resolved through good faith negotiation and mediation
• Jurisdiction: South African courts

12. Contact Us

For questions about returns and refunds, or to report a fault within 48 hours of delivery:

• Email: info@linenco.co.za
• Phone: 010 109 4950
• WhatsApp: 066 291 8292
• Address: 5 1st Avenue, Edenvale, Gauteng, 1609, South Africa