Our Returns & Refunds Policy

Last Updated: July 2026

At GLT Linen & Towels Ltd, we are committed to supplying quality commercial hospitality linen to businesses throughout New Zealand. We understand that our customers rely on consistent quality, dependable service and accurate order fulfilment.

This Returns & Refunds Policy explains when products may be returned, how refund requests are handled and the steps to follow if you experience an issue with your order.

Our Commitment

We take pride in supplying commercial bed linen, hotel towels, kitchen linen, mattress protectors and other hospitality textile products that meet the requirements of hotels, motels, serviced apartments, healthcare providers and accommodation businesses across New Zealand.

If something is not right with your order, we encourage you to contact us promptly so we can work towards a fair and practical solution.

Inspect Your Order

Please inspect your order as soon as reasonably possible after delivery.
If you believe an item is:

  1. damaged during delivery
  2. faulty or defective
  3. incorrect
  4. incomplete
  5. significantly different from the product ordered

Please notify us as soon as possible. Where appropriate, we may request photographs or additional information to help us assess the issue quickly.

Faulty, Damaged or Incorrect Products

If we confirm that a product is faulty, damaged or supplied incorrectly due to an error on our part, we will work with you to provide an appropriate solution.
Depending on the circumstances, this may include:

  • replacing the product
  • supplying the correct item
  • repairing the issue where appropriate
  • providing a full or partial refund

Where GLT has supplied the incorrect product, we will arrange the replacement and cover reasonable return shipping costs where applicable.

Change of Mind Returns

Because many of our products are supplied for commercial hospitality use, change-of-mind returns are considered on a case-by-case basis.

If you wish to return an item because you no longer require it or ordered the incorrect product, please contact us within 7 days of delivery.
To be eligible for consideration, products should:

  • be unused
  • remain in their original packaging
  • include any labels or tags
  • be in resaleable condition

Approval of change-of-mind returns is at GLT's discretion.

Original shipping charges are generally non-refundable, and return freight costs are normally the responsibility of the customer unless otherwise agreed.

Hygiene Products

For hygiene and health reasons, certain products cannot be returned once opened or used unless they are faulty or required under applicable New Zealand consumer law.
This may include products such as:

  • mattress protectors
  • pillow protectors
  • mattress toppers
  • anti-bed-bug protective products
  • other hygiene-sensitive textile products

If you are unsure whether a product can be returned, please contact us before opening or using it.

Commercial Orders

Many GLT orders are supplied specifically for commercial hospitality businesses.
Where products have been specially sourced, customised or ordered specifically for a customer, they may not be eligible for return unless they are faulty or otherwise required by law.

If your order includes special requirements or bulk quantities, please contact us before placing your order if you have any questions regarding returns.

Refunds

Once returned goods have been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will generally be processed using the original payment method.

Processing times may vary depending on your payment provider or financial institution.

Exchanges

Where stock is available, we may offer an exchange instead of a refund if this provides the quickest and most practical solution.

Exchange requests remain subject to product availability.

Return Shipping

If a return is approved because:

  • the wrong product was supplied,
  • goods arrived damaged, or
  • the product is confirmed to be faulty,

GLT will normally arrange or reimburse reasonable return shipping costs.

For approved change-of-mind returns, customers are generally responsible for return freight.

How to Request a Return

To request a return, please contact our team before sending any products back.
Providing the following information will help us process your request more efficiently:

  • order number
  • business name
  • contact details
  • product name
  • description of the issue
  • photographs where applicable

Our team will advise the next steps once your request has been reviewed.

Consumer Rights

Nothing in this policy limits or excludes any rights available under applicable New Zealand consumer legislation.

Where required by law, those rights will continue to apply.

Contact Us

If you have any questions about this Returns & Refunds Policy or need assistance with an order, please contact our team.