Refund policy
Most Linen and Co products are custom made to order, produced to your specification, or hygiene-sensitive. Please check your order details carefully before payment. This policy explains how returns, refunds, exchanges, and order issues are handled.
Made-to-Order, Custom, and Personalised Items
Most of our products are made specifically for your order. Custom-sized, made-to-order, embroidered, personalised, altered, or specially sourced products cannot be cancelled, returned, or refunded once production has started, unless there is a verified product fault or a Linen and Co error.
Please confirm all measurements, colours, quantities, specifications, and artwork approvals before production begins. Once you have approved your order, it goes into production as specified.
When to Contact Us
Please inspect your order as soon as it arrives. If there is a fault, delivery damage, a missing item, or an incorrect item, please contact us as soon as possible, ideally within 5 days of delivery, so we can resolve it quickly. Visible delivery damage should be reported within 48 hours where possible. This does not affect your statutory rights regarding defective goods.
Email info@linenco.co.za with your order number, delivery date, a clear description of the issue, and photographs showing the product, packaging, and fault or damage.
Returns We Can Consider
A return, replacement, repair, store credit, or refund may be considered where:
- The product has a verified manufacturing fault.
- The product was damaged before or during delivery.
- The product supplied is materially different from the confirmed order.
- Linen and Co made an error with your order.
Change of Mind and Incorrect Selection
We do not accept returns for change of mind, incorrect size selection, incorrect colour selection, duplicate orders, or buyer's remorse on made-to-order, custom, personalised, or hygiene-sensitive products. For any standard stock items, statutory cooling-off rights under the ECT Act will be honoured where they apply. This does not limit any rights you may have under applicable law where a product is defective, unsafe, or materially different from what was ordered.
Hygiene-Sensitive Products
For health and hygiene reasons, products that have been used, slept on, washed, laundered, marked, scented, soiled, altered, or removed from protective packaging cannot be returned unless the return relates to a verified fault that was present before use.
This includes bedding, pillows, duvet inners, mattress protectors, pillow protectors, towels, bath mats, bathrobes, table linen, and similar textile items.
Return Authorisation
All returns must be approved by Linen and Co before anything is sent back. Unauthorised returns may be refused. If a return is approved, we will provide return instructions and any reference number required for processing.
Inspection and Outcome
Returned products are inspected before any outcome is confirmed. We may decline a return if the product has been used, washed, damaged after delivery, altered, or returned without the required information.
Where a return is approved, the outcome may be a repair, replacement, store credit, partial refund, or refund, depending on the issue and the product.
Refund Timing
Approved refunds are processed to the original payment method where possible, within 10 business days of approval. Bank and payment provider processing times may vary. Original delivery charges and return courier charges are not refundable unless the return is due to a Linen and Co error or a verified product fault.
Return Courier Costs
If the return is due to a Linen and Co error or a verified product fault, we will arrange or cover reasonable return courier costs. If a return is approved for another reason, the customer is responsible for return courier costs, and the product must be packaged securely.
Contact
- Email: info@linenco.co.za
- Phone: 010 109 4950
- WhatsApp: 066 291 8292
- Address: Unit 4, 3 Mopedi Road, Sebenza, Edenvale, Gauteng, 1609, South Africa
- Showroom visits: Manufacturing showroom. Visits and collections by confirmed appointment only. We are not open for walk-in retail.