Your Rights Under Australian Consumer Law
Nothing in this policy excludes, restricts or changes any rights you may have under the Australian Consumer Law.
Products sold in Australia come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
These guarantees include that products must:
- Be of acceptable quality
- Be safe, durable and free from defects
- Match their description or any sample shown
- Be fit for their normal purpose
- Be fit for a particular purpose that you made known to us before purchasing
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances.
Consumer guarantees can also apply to certain products purchased for business use. Your rights will depend on the type, value and intended use of the purchase.
There is no fixed fourteen-day limit for notifying us about a faulty product. Please contact us as soon as reasonably possible after discovering a problem so we can assist you.
Change-of-Mind Returns
If you change your mind or order the wrong product or size, you may request a return within fourteen days of delivery.
For a change-of-mind return:
- The product must be unused, unwashed and in its original sellable condition
- All original packaging, labels and tags must remain attached or included
- You must provide your order number or other proof of purchase
- The return must be reviewed and approved by Linen King before it is sent
- A $10 delivery-cost deduction will apply to the approved refund
The fourteen-day period and original-condition requirements apply only to change-of-mind returns. They do not limit your rights if a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
Hygiene and Change-of-Mind Restrictions
For health and hygiene reasons, we cannot accept change-of-mind returns for the following products:
- Mattress toppers
- Mattress protectors
- Anti-bed bug protectors
This hygiene restriction does not apply where a product is faulty, damaged, incorrectly supplied or covered by a remedy under Australian Consumer Law.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your name and order number
- A description of the problem
- Photographs showing the fault, damage or incorrect product, where reasonably possible
- A photograph of the parcel or delivery label if the problem relates to delivery
Photographs can help us assess the issue quickly, but requesting photographs does not remove or restrict your rights under Australian Consumer Law.
We may need to inspect the product before confirming the appropriate remedy.
Major Product Problems
A product may have a major problem if, for example:
- A reasonable customer would not have purchased it had they known about the problem
- It is unsafe
- It is substantially different from its description or sample
- It cannot be used for its normal purpose and cannot easily be fixed
- It cannot perform a specific purpose that you discussed with us before purchasing and cannot easily be fixed
Where a product has a major problem under Australian Consumer Law, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for any reduction in its value where applicable.
Minor Product Problems
If the problem is minor and can be fixed within a reasonable time, Linen King may choose to repair the product or provide another appropriate remedy.
If the problem cannot be fixed within a reasonable time, you may become entitled to a replacement or refund in accordance with Australian Consumer Law.
Incorrect Product or Size Received
If Linen King sends you a different product, colour or size from the one shown in your order confirmation, please contact us promptly.
Please avoid using or washing the product and keep its packaging where possible. We will review the order and arrange the appropriate correction at our expense.
This section applies when the error was made by Linen King. If you selected the wrong product or size when placing your order, the change-of-mind conditions will apply.
Sale and Discounted Products
Products purchased during a sale or with a discount remain covered by applicable consumer guarantees under Australian Consumer Law.
A discounted price does not remove your right to an appropriate remedy if a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description.
Change-of-mind returns for sale or discounted products remain subject to the conditions explained in this policy.
Return Shipping Costs
If a return is required because Linen King sent a damaged or incorrect product, we will cover the reasonable associated return and replacement delivery costs.
Where a faulty product is entitled to a remedy under Australian Consumer Law, return costs will be handled in accordance with the law and the circumstances of the return.
For a change-of-mind return, please contact us before sending the product. Our team will explain the return arrangements and any applicable delivery or return-postage costs.
Do not send a product back until Linen King has reviewed your request and provided return instructions.
How to Request a Return
To request a return:
Email: info@linenking.com.au or use our Contact page.
Include your full name and order number.
Explain why you are requesting the return.
Include photographs where the product is faulty, damaged or incorrect and photographs are reasonably available.
Wait for our team to review your request and provide return instructions.
Securely package the product before returning it.
All return requests are subject to reasonable assessment and verification. This process does not limit any rights you may have under Australian Consumer Law.
Returning Your Product
Please pack an approved return securely to help prevent damage during transit.
For a change-of-mind return, the product should be returned in its original packaging with its labels and tags intact.
A customer claiming a remedy under Australian Consumer Law is not required to have the original packaging, although secure packaging may still be needed when returning the product.
Linen King will provide the applicable return details after reviewing your request.
Refund Assessment and Processing
Once a returned product has been received, we will inspect it and assess the return.
If a refund is approved, we will notify you and confirm the refund arrangements. The time taken for the refunded amount to appear may also depend on your bank or payment provider.
Change-of-mind refunds remain subject to the conditions and applicable $10 deduction explained in this policy. No change-of-mind deduction will be used to reduce a refund or other remedy required under Australian Consumer Law.
Cancelling or Changing an Order
Please review your delivery address, products, colours and sizes carefully before completing your order.
Once an order has been confirmed, we cannot guarantee that it can be cancelled or changed. If you notice an error immediately after ordering, contact us as soon as possible at info@linenking.com.au.
A cancellation or change is only confirmed when Linen King notifies you that it has been accepted.
Business and Bulk Orders
This policy applies to purchases made by household and business customers through Linen King Australia.
Australian Consumer Law protections may also apply to certain business purchases. However, their application can depend on the value, type and intended use of the products, including whether they were purchased for use, resale or manufacturing.
Business and bulk-order customers should contact us before returning any products so we can review the order and provide the correct return instructions.
Contact Linen King
If you have questions or need help with a return, please contact us:
Linen King
Email: info@linenking.com.au
Phone: 0494 035 354
Contact page: Contact Linen King
We aim to handle every return request fairly and provide a reasonable solution as quickly as possible.