RETURNS & REFUNDS
We want you to be delighted with your purchase, but if you are not, you can return any item within the returns period, provided the products are returned complete, in perfect condition, unused, unwashed and in their original packaging.
Our returns policy does not affect your legal right to cancel (see below), or your legal rights in relation to faulty, or misdescribed, products.
We will be happy to make a refund which will go onto the card used when you made your purchase. We are not able to refund any postage charges.
RETURNS VIA COURIER / POST
Please email us to confirm your return before posting. For items being returned by courier or post, please ensure you complete and enclose the reverse side of the delivery note with the details of the items you are returning. A daytime telephone number and email address is required in case we need to contact you about the return.
If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number, if possible. Please let us know what you are returning and why.
Make sure your items are securely wrapped and send your return via one of the methods outlined below to:
The Finest Linen Company
Unit 1:4 Duckburn Park
RETURNS VIA POST OFFICE OR OTHER COURIER METHOD - VARIABLE FEE
We would suggest returns are made via the Post Office or a courier of your choice. The charge for the return postage is payable by you and is variable based on the weight and dimensions of your parcel and the service you select.
Please do ensure you keep a copy of your proof of postage, as we are responsible for your parcel only when it has been received into our warehouse. Items lost in transit will not be treated as returned.
HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
Once your parcel has been received by our team it can take up to five working days to fulfil your request. Returns are dealt with in the order in which they are received.
When we have dealt with your parcel, we will confirm this to you by email, assuming you have provided your email address. Please remember it can take three to four days after we have processed a refund payment for it to appear on your credit-card statement.
If you do not receive our email confirmation within 10 days of sending your return to us, please contact us on 01786 388033.
YOUR LEGAL RIGHT TO CANCEL
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below:
You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.
To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We are delighted that The Finest Linen products are made to the highest standards but on very rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange, or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30-day return period, or the item is difficult to package and return, contact us on 01786 388033, or via email on you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read our Product Care Information page, or any specific care instructions provided with your purchase.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender* to the value of the lowest-selling price for the returned goods will be offered.
RETURNING A GIFT
An item that was received by you as a gift can be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit, or debit, card on which the gift was purchased. This does not affect the purchaser's legal rights.
ITEMS EXCLUDED FROM RETURNS
Whether exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of: products that are made to your unique specification or that are personalised for you, such as items bearing your name, initials, or products sealed for health protection, or hygiene purposes once you have unsealed them.
The following items cannot be returned – any special orders, duvets, pillows, mattress protectors, mattress toppers and pillow protectors if the sealed packaging has been opened