Linen and Co (Pty) Ltd - Returns and Refund Policy

Because the majority of our products are custom made to order and hygiene-sensitive, our return policy is strict and final. Please read this carefully before placing an order.

1. Hygiene and Non-Returnable Items

The following 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

2. Made-to-Order and Custom Products

Custom and made-to-order items are strictly non-returnable and non-refundable once production has begun.

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

3. Payment Policy

• Full payment required before production begins
• No partial payments, deposits, or payment plans accepted
• Pricing locked at time of full payment
• No refunds for orders cancelled after production has commenced

4. What Qualifies for a Return or Refund

Returns and refunds will only be considered where:

• The item is defective due to a verified manufacturing fault
• The item was damaged in transit prior to delivery
• The item supplied is materially different from the confirmed order
• There is a verified error made by Linen and Co

We do not accept returns for: change of mind, incorrect customer selection, colour variation within industry standards, used or washed items, items not meeting personal expectations, or customer-altered items.

5. 48-Hour Notification Requirement

You must notify us of any fault, defect, or damage within 48 hours of delivery. Failure to do so will result in the order being deemed accepted and final.

When reporting a fault, provide:

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

Send claims to: info@linenco.co.za

6. Return Authorisation

All returns must be pre-authorised. Unarranged returns will not be accepted. If approved, we will provide written confirmation, return instructions, and a Return Merchandise Authorisation (RMA) number. Items returned without an RMA number will be refused.

7. Inspection and Refund Processing

• Inspection period: 5 business days after receipt
• Refund method: Original payment method
• Processing time: Up to 7 business days after approval
• Original shipping charges are non-refundable
• Return shipping costs are the customer's responsibility unless the fault is ours

8. Refund Remedies

Where a return is approved, the remedy is at our discretion and may include full refund, replacement, store credit, or repair.

9. Legal Compliance

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

10. Contact

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

Linen and Co - Where Luxury Meets Comfort.