Refund policy
At Pure Linen, we are proud of our workmanship and quality of products, so we want you to enjoy them as we do and be delighted with the purchase for many years to come. If you are not 100% satisfied with your purchase, we will gladly exchange or process a return and refund.
Returns
Our policy lasts for 14 days after you receive your product(s). If 14 days have gone by since your receipt, unfortunately, we can’t offer you a refund or exchange.
Please make sure that items are complete and in perfect condition — unworn, unused, unwashed — with attached labels and original packaging. Once we receive the items back, we will send you a confirmation to the email address you provided when ordering.
- Refunds are issued for the full selling price (this excludes shipping costs, additional taxes). Orders with free shipping costs will be charged at the standard shipping cost. The amount will be refunded to the original method of payment. Please allow up to 10 business days for the refund to be finalised.
- Exchanges are managed on a case-by-case basis. Our customer service team will get in touch to discuss further details.
NOTE: We do not exchange or accept returns on final sale items, gift cards, face masks, fabric samples, Cut-to-length fabrics, handcrafts or custom orders. Return shipping costs must be covered by the customer. Fabrics usually are cut in 2m lengths unless specified differently (rarely some factory weaving faults might be expected on the fabrics - we do not accept any liability on that, but will do all what is possible to avoid it).
Sending back an item?
When sending back an item, use a carrier of your choice. Make sure to fill out the return form that’s been included with your purchase: provide your full name, email address, order number, and reason for return or exchange. If the return form was not included, download it and print it here. We strongly recommend obtaining a tracking number from your carrier. Items lost in transit are not eligible for a refund. We reserve the right to reduce your refund in order to compensate for any damage the items may have experienced during the process of return.
Please mail the package to the following address:
What if the item is defective?
If you have received an item with a manufacturer’s defect* — e.g. wrong size, wrong colour, broken stitches, open seams, etc. — you are eligible for a full refund, including all shipping and handling costs. Please reach out to our customer service team within 30 days of delivery and we’ll be happy to help! For your convenience, we can also arrange for a courier company to pick up the package from your home at no cost.
NOTE: Discoloration and shrinkage are typically not considered a manufacturer’s defect — for more information on linen care, visit our Care Guide.
