Returns Policy

1. What this policy covers

This policy covers goods supplied by Cotton Seed Linen. It explains what happens if goods arrive damaged, faulty or not as ordered, our voluntary change-of-mind arrangements for standard stock goods, and how custom goods are treated. Returns for commercial or bulk orders are also subject to the agreed quote or supply terms.

2. Damaged, faulty or not as ordered

If goods arrive damaged, faulty or not as ordered, contact us as soon as possible with your order details so we can put it right. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If goods fail to meet a consumer guarantee, you may be entitled to a repair, replacement or refund; for a major failure, you may reject the goods and choose a refund or replacement.

3. Time limit for telling us

Please tell us within 7 days of delivery about damage, shortages or goods not as ordered. This does not limit your rights under the Australian Consumer Law for faults that appear later.

4. What we need from you

Please send your order number, a short description of the problem, and photos of the goods and packaging, and tell us whether the goods are unused. Photos help us assess the issue but are not a condition of your statutory rights where they are not reasonably necessary.

5. What we will do

We will assess the matter and provide an appropriate remedy under Australian law, which may be a replacement or a refund (or repair where appropriate). Approved refunds are issued to the original payment method where possible.

6. Change of mind

For eligible standard stock goods, we accept change-of-mind returns within 14 days of delivery if the goods are unused and unwashed, in their original condition, returned with original packaging where reasonably possible, and with proof of purchase. Please contact us before sending anything back.

This does not apply to custom goods, clearance or surplus goods marked as final sale, goods that have been used, washed or altered, or goods ordered to an agreed commercial specification.

7. Custom and logo goods

Custom-made, embroidered, personalised, private-label and logo-customised items are made to your specification and are not returned for change of mind. This does not affect your rights if the goods are faulty or not as ordered.

8. Return freight and refunds

For change-of-mind returns, you pay return freight unless we agree otherwise. Where goods fail to meet a consumer guarantee, reasonable return or collection costs are handled in accordance with Australian law.

We will give you return instructions and the return address when we approve a return. Approved refunds are paid to the original payment method within 10 business days of approval; bank processing times may vary. Please contact us before returning commercial quantities.

9. Consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under the Australian Consumer Law.

10. How to contact us about a return

To request a return, exchange or refund, contact us by email at info@cottonseedlinen.com, by phone or WhatsApp on +61 489 222 263, or through the contact form on our website. Please include your order number and a brief description of your request.