Refund policy

At Play Linen, we pride ourselves on creating high-quality bedding you’ll love. Every item is carefully checked before being sent out, but if something goes wrong, we’ll make it right.

1. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us within 7 days of delivery.
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 possibly refund.
If a return is required, we will provide instructions and cover return shipping costs.
WE DO NOT PROVIDE REFUNDS FOR PRE ORDER ITEMS OR CHANGE OF MIND.

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

3. Return Process

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

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 (e.g. Afterpay, Klarna), processing times may vary according to their policies.

5. Exchanges

While we happily offer exchanges for change of mind and incorrect sizing, we are not liable for Postage Costs To and From us for Shipping Charges. This would be something the customer would have to pay for.

6. Custom Fees/Import Charges/Shipping Protection:

Play Linen is not liable for any extra or additional custom or duties charges that may be charged to a customer upon delivery. These vary 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