Refund policy

Returns & Refund Policy

Last updated: 23 August 2026

We want you to love your Catalina’s Linen purchase. If something is not right, please contact us so that we can assist.

This policy applies alongside your rights under applicable consumer legislation and does not limit rights that cannot legally be excluded.

1. Change-of-Mind Returns

Requests for a change-of-mind return should be made within 7 days of receiving your order.

To qualify for a change-of-mind return, an item must be:

unused;
unwashed;
unstained;
undamaged;
unaltered;
in a condition suitable for resale; and
returned with its original packaging where reasonably possible.

Because our products are intended for use in babies’ and children’s sleep environments, returned products must meet appropriate hygiene standards.

Please contact us before returning an item so that we can provide the correct return instructions.

2. Returns Requested After 7 Days

If you request a change-of-mind return after the initial 7-day period, Catalina’s Linen may consider the request on a case-by-case basis.

Where approved, we may offer store credit in the form of a gift card rather than a cash refund.

To be considered for this discretionary option, your request must be made within 4 weeks of delivery and the item must satisfy our return-condition requirements.

Approval is not automatic.

3. Returns After 30 Days

We do not ordinarily accept change-of-mind returns, exchanges or requests for store credit more than 30 days after delivery.

This restriction applies only to voluntary change-of-mind returns.

It does not affect rights relating to defective, unsafe, damaged or incorrectly supplied goods.

4. Refund Amount

Where a refund is approved, the refund will be based on the amount originally paid for the returned product.

Original shipping charges are generally non-refundable for voluntary returns.

Where the return is due to a defective, damaged or incorrectly supplied product, delivery and return costs will be dealt with in accordance with applicable law.

Approved refunds will ordinarily be returned using the original payment method.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

5. Store Credit

Where we approve a late change-of-mind return, store credit may be issued in the form of a Catalina’s Linen gift card.

Store credit will ordinarily be calculated using the amount originally paid for the product and will exclude original delivery charges.

6. Return Delivery Costs

For voluntary change-of-mind returns, the customer is ordinarily responsible for the cost of returning the item to Catalina’s Linen.

Where the return results from a defect, damage or an error by Catalina’s Linen, reasonable return costs will be handled in accordance with applicable consumer law.

7. Personalised Products

Products that have been embroidered, monogrammed, personalised or otherwise made specifically according to your instructions cannot ordinarily be returned or exchanged due to a change of mind.

Please check all personalised details carefully before placing your order.

If Catalina’s Linen makes an error in the personalisation, or if the item is defective, damaged or incorrectly supplied, please contact us and we will assist.

8. Defective or Faulty Products

If you believe a product has a manufacturing defect, please contact us as soon as reasonably possible.

Please provide:

your name;
order number;
description of the problem; and
photographs showing the issue where appropriate.

South Africa's Consumer Protection Act provides statutory protection for qualifying defective goods. Section 56 provides, among other things, a six-month implied warranty period for goods that fail to meet applicable quality standards.

Our 7-day and 30-day change-of-mind periods do not replace or restrict those statutory rights.

9. Incorrect or Damaged Orders

If you receive the wrong product or your order arrives damaged, please contact us as soon as reasonably possible.

Photographs of the product and packaging may help us resolve the matter quickly.

Where the issue is our responsibility, we will arrange an appropriate remedy.

10. Colour and Print Variation

We take reasonable care to represent product colours, prints and finishes accurately on our website.

However, colours may appear slightly different depending on:

the device or screen being used;
display settings; and
lighting conditions.

The exact placement of cherries, flowers, illustrations or other elements within a printed fabric may also differ from product to product.

Minor variations of this nature are part of the character of printed textiles and will not ordinarily constitute a defect.

11. Used or Washed Items

Change-of-mind returns may be declined where an item has been used, washed, stained, soiled, damaged or altered.

However, this does not prevent a customer from raising a legitimate defect that only becomes apparent after reasonable use or washing.

12. Incorrect Care

Damage caused by failure to follow applicable product-care instructions will not ordinarily be considered a manufacturing defect.

This may include damage caused by:

bleach;
excessive heat;
inappropriate washing or drying;
ironing waterproof materials;
cutting or puncturing; or
misuse.

13. International Returns

International customers should contact us before returning any product.

For voluntary international returns, the customer will ordinarily be responsible for return shipping and any associated customs or clearance charges.

Original international shipping charges, customs duties and import taxes are generally non-refundable by Catalina’s Linen unless otherwise required by law.

Where an international return relates to an item that is defective, damaged or incorrectly supplied by us, we will assess the most appropriate remedy based on the circumstances and applicable law.