Refund policy
It happens to us all, we see something we think we will love online but when it arrives in the mail, we’ve changed our minds! If you’d like to return a product you purchased from us, you’ve come to the right place. Please review our policy below to see what can be returned and what cannot due to health reasons.
Return Policy
Faulty Items
Our team works hard to manage the quality of each and every item we send out to our customers, but sometimes faults can slip through! If you have identified something wrong with your product, please reach out to our customer service team via hello@thehotel-linenco.com.au with a description of the fault, as well as any helpful images and our team will organise a repair, replacement, online credit, or refund in accordance with Australian consumer laws. All postage costs associated with faulty products will be covered by us.
Making a Return
To place a return, please follow the procedure below:
- Place your return within 30 days of receiving your order
- Select a reason for your return when emailing us:
- Wrong size or colour received
- Product does not match the description
- Product is faulty
- Change of mind
- Product arrived too late
- Place a return by emailing our team at hello@thehotel-linenco.com.au with what return you'd like to make. Our team will then send you an authorisation number and a pre-paid e-Parcel label for you to send it back to us via post. Please fill out our return form and include it inside the parcel you send back to us.
- For all returns except where a product is faulty, return postage fees will apply as follows:
1. NSW & VIC $9.95
2. QLD $12.95
3. ACT, SA & WA $14.95
4. NT & Tasmania $19.95
- Goods must be returned to us in their original condition. We prefer that you don’t try to re-pack the product, but simply include all the original packaging, including cardboard inserts, when you send the return back to us.
- All returns are able to receive an online credit or refund. We are currently unable to offer an exchange, but if you let our team know when placing your return that you are looking to exchange for a different item, we can place an item on temporary hold for you until the return is received in our warehouse, and your online credit or refund has been issued.
Please note that certain items cannot be returned due to hygiene and health safety reasons unless these items are faulty:
- Quilts
- Mattress toppers & protectors
- Pillow protectors
- Underlays
- Pillows
- Electric blankets
In addition to this there is no exchange or refund an ANY CLEARANCE items as well.
E-Gift Cards
For all online gift cards, please see the following guides:
- All e-gift cards expire three years from the date of purchase
- Once an order for a gift card is placed, it cannot be refunded or redeemed for cash
- Unused balance upon expiry of a card cannot be refunded or credited
- If a purchase exceeds the available card balance, the cardholder will be required to pay the difference with an alternative payment method
- E-Gift cards cannot be used to purchase gift cards or e-Gift cards
- Once an e-Gift card order is placed, we are unable to add, remove or amend the order including the delivery details, gift card value, designs, or removing items from the order.
We reserve the right to cancel the E-Gift Card order if:
- An unauthorized credit card is provided
- We are unable to process payment on the credit card provided
- Invalid personal details are provided
- If, when required, acceptable proof of identity cannot be provided
- The product has become unavailable
Please also note that all orders purchased via online store credit or e-gift card amounts can only be returned for online store credit.