Login

Cart

Your cart is empty

Refund policy

Return and Refund Policy

Linen and Co products are often made to order, selected to specification, or hygiene-sensitive. Please check your order details carefully before payment. This policy explains how returns, refunds, exchanges, and order issues are handled.

When to Contact Us

Please inspect your order as soon as it arrives. If there is a fault, delivery damage, missing item, or incorrect item, contact us as soon as possible and no later than 5 days after delivery. Visible delivery damage should be reported within 48 hours where possible.

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 generally accept returns for change of mind, incorrect size selection, incorrect colour selection, duplicate orders, or buyer's remorse, especially where the product is made to order, customised, personalised, or hygiene-sensitive. 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 may not 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.

Made-to-Order, Custom, and Personalised Items

Made-to-order, custom-sized, embroidered, personalised, altered, or specially sourced products are produced for your order and cannot usually be cancelled, returned, or refunded once production has started unless there is a verified product fault or Linen and Co error.

Please make sure all measurements, colours, quantities, specifications, and artwork approvals are correct before production begins.

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. 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 verified product fault.

Return Courier Costs

If the return is due to a Linen and Co error or verified product fault, we will assist with the reasonable return courier process. If a return is approved for another reason, the customer is responsible for return courier costs and the product must be packaged securely.

Contact