Refund Policy

1. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us within 7 days of delivery.

Please email helloplaylinen@gmail.com with your order number, photos of the item, and a brief description of the issue.

Depending on the situation, we will arrange a replacement, repair or, where appropriate, a refund. If a return is required, we will provide instructions and cover return shipping costs.

2. Exclusions

For hygiene and safety reasons, we cannot accept returns or exchanges unless the item is faulty.

• Bedding that has been used, washed or opened, including sheets, quilts, pillows and pillowcases.
• Custom, pre-order, personalised or made-to-order products.
• Sale, clearance or final-sale items, except where required by law.

3. Return Process

1. Contact us at helloplaylinen@gmail.com within 14 days of receiving your order.
2. Our team will confirm the next steps and, if needed, provide a prepaid return label.
3. Pack your item securely to avoid damage in transit.
4. Once we receive and inspect the item, we’ll process your replacement or refund where applicable.

4. Refunds & Processing Times

Refunds are issued to your original payment method once the item has been received and assessed.

Please allow 5–10 business days for the refund to appear in your account.

If you used a third-party payment provider, such as Afterpay or Klarna, processing times may vary according to their policies.

5. Exchanges

We happily offer exchanges for change of mind and incorrect sizing, provided the item meets our return conditions.

Please note that Play Linen is not liable for postage costs to and from us for exchange shipping charges. These shipping costs are the responsibility of the customer.

6. Customs Fees, Import Charges & Shipping Protection

Customs, Duties & Import Charges

Play Linen is not liable for any extra customs, duties, taxes or import charges that may be charged to a customer upon delivery. These charges vary from country to country.

We recommend checking duties and import charges prior to making a purchase if you are outside Australia.

Shipping Protection & Missing Parcels

If Shipping Protection is selected at checkout, eligible lost, stolen or damaged parcels may be covered subject to the Shipping Protection provider’s terms. Claims must be lodged directly through the Shipping Protection service.

If Shipping Protection is not purchased, Play Linen is not liable for parcels that are lost, stolen, delayed or marked as delivered by the shipping carrier. Once an order has been dispatched and handed to the carrier, responsibility transfers to the shipping provider.

Customers are responsible for ensuring shipping addresses are correct at checkout. We recommend selecting Shipping Protection for added peace of mind.

For international orders, customers are also responsible for any customs duties, taxes or import fees that may apply.

7. Quality Guarantee & Warranty

At Play Linen, we create bedding designed to be loved, washed, cuddled and used daily. We stand by the quality of our products and offer a 6 Month Quality Guarantee against manufacturing faults.

Our warranty covers:

• Stitching or seams coming undone due to workmanship defects.
• Faults in construction or manufacturing.
• Significant defects present outside of normal wear and use.

Our warranty does not cover:

• General wear and tear over time.
• Damage caused by incorrect washing or care outside our care instructions.
• Damage from pets, sharp objects or accidental tears/snags.
• Misuse or commercial use.
• Natural softening, fading or changes from regular washing and use.

How to make a claim:

Please email our team with:

• Your order number.
• Photos of the issue.
• Approximate purchase date.
• Details on how the item has been washed and cared for.

Our team will assess each claim individually. If deemed a manufacturing fault, we may offer:

• Repair.
• Replacement.
• Store credit or refund where appropriate.