Return & Cancellation Policy
Last updated: [EFFECTIVE_DATE]
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 Deposit Paid or Paid status only. The following modifications can be made via your customer dashboard:
- Changes to linen colours
- 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
- Deposit Paid / 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 7 days 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 Deposit Paid or Paid status.
- Deposit Paid — 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 [SUPPORT_EMAIL].
5. Damage Deposit
A damage deposit of $250 is collected at checkout for every order. This deposit is held to cover the cost of any damage to rented items beyond normal wear and tear.
- The deposit is fully refundable when all rented items are returned in undamaged condition
- Refund timeline: [REFUND_TIMELINE] after items are assessed upon return
- Damage assessment process: [DAMAGE_PROCESS]
- The deposit may be partially or fully retained if items are returned damaged beyond normal wear and tear
6. Rental Payments
Deposit-Only Orders
If you selected the deposit-only checkout option, the rental balance must be paid before the lock date. The balance is collected via a Stripe Payment Link embedded in reminder emails sent to you ahead of your lock date.
If the rental balance is not paid before the lock date: [UNPAID_RENTAL_POLICY].
Pay-in-Full Orders
If you paid in full at checkout, no additional payment is required before your event.
Refunds for Cancelled Orders
Rental payments for cancelled orders are refunded manually by our team. Processing time: [REFUND_PROCESSING_TIME].
7. Delivery and Return
Delivery
Delivery terms: [DELIVERY_TERMS]. Items are delivered to your event venue in advance of your wedding date.
Returning Items
All rented items must be returned within [RETURN_WINDOW] of the event date. Return instructions: [RETURN_INSTRUCTIONS].
Failure to return items within the return window: [LATE_RETURN_POLICY].
8. Contact
For cancellation requests, return questions, or deposit inquiries, please contact us at:
- Email: [SUPPORT_EMAIL]