Return & Cancellation Policy

1. Introduction

Linen Lab provides a linen rental service, not a purchase service. All items remain the property of Linen Lab at all times. This policy governs order modifications, cancellations, and the return of rented items after your event.

By placing an order with Linen Lab, you agree to the terms set out in this policy. Please read it carefully before completing checkout.

2. Order Modifications

Order modifications are permitted when your order is in Confirmed or Paid status only. The following modifications can be made via your customer dashboard:

• Changes to linen colors
• Changes to item quantities

A confirmation email is sent for every modification made to your order.

Order Status Restrictions

• Draft — modifications are not available; you must complete checkout before modifications can be made
• Confirmed / Paid — modifications are available via the dashboard
• Locked — modifications are not available; the order has been locked for fulfilment (see Section 3)
• Fulfilled — modifications are not available; the order has been completed

Modifications are not available after the lock date. See Section 3 for details on when your order will be locked.

3. Lock Date

Orders are automatically locked 3 weeks before your wedding date. This lock is applied by an automated daily job that processes all orders reaching their lock date.

• You will receive an email notification when your order is locked
• After the lock date, no modifications are possible under any circumstances
• After the lock date, no cancellations are possible under any circumstances
• This policy ensures our fulfilment team can reliably prepare and ship orders on schedule

4. Cancellation

Cancellations must be requested by contacting us directly — self-service cancellation is not currently available. Cancellation is only possible for orders in Confirmed or Paid status.

• Confirmed — cancellation available on request
• Paid — cancellation available on request
• Locked — cancellation is not available under any circumstances
• Fulfilled — cancellation is not available under any circumstances

To submit a cancellation request, please contact us at Joelee@LinenLabDesign.com.

5. Delivery and Return

Delivery

Items are delivered to your event venue in advance of your wedding date.

Returning Items

All rented items must be returned following your event date. Prepaid return shipping labels or scheduled courier pickup details are provided with your order.

6. Contact

For cancellation requests, return questions, or general order inquiries, please contact us at:

• Email: Joelee@LinenLabDesign.com