- Overview
Solidlinenhome (“we”, “our”, or “us”) is dedicated to providing high-quality solid linen pillowcase products to our customers across Europe. This Refund and Return Policy outlines your rights and procedures regarding returns, exchanges, and refunds, in compliance with applicable United Kingdom and European consumer protection regulations, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the EU Consumer Rights Directive.
- Order Processing and Shipping
Processing Time: Orders are typically processed and dispatched within 1 to 2 business days.
Shipping Partners & Delivery Time: We partner with premier priority carriers, including DHL, FedEx, and UPS. Standard delivery is estimated to take between 3 to 6 business days from the date of dispatch.
Tracking Notifications: At critical operational milestones—including order dispatch, arrival at carrier hubs, and local out-for-delivery stages—automated tracking updates will be sent directly to the email address provided by the customer at checkout, allowing you to monitor your shipment’s progress.
Delayed Shipments: In the event that a shipment exceeds standard transit timeframes, we will initiate an investigation with the respective carrier. Depending on the outcome and findings of the carrier investigation, we will determine the appropriate resolution, which may include a full refund or a complimentary replacement shipment.
- Right of Withdrawal (14-Day Return Policy)
In compliance with European and UK consumer protection laws applicable to our European target market, consumers are entitled to a statutory 14-day Right of Withdrawal.
Withdrawal Period: You have the right to cancel and return your order within 14 days from the day after you (or a third party designated by you, other than the carrier) acquire physical possession of the goods, without giving any reason.
Return Shipping Address: If you wish to exercise your right of return, items must be sent back to our return processing location:
77 Marylebone Lane, London, W1U 2PP, United Kingdom
Condition of Returned Goods: Returned items must be unused, unwashed, in their original packaging, and in a condition suitable for resale. Customers are responsible for the direct costs associated with returning standard change-of-mind items unless otherwise specified.
- Defective, Damaged, or Incorrect Items
We take rigorous measures to ensure product quality. However, if you receive an item that is flawed, damaged, or incorrect upon delivery:
Notification and Evidence: You may contact our customer support team via email at notify@solidlinenhome.com within a reasonable timeframe after receipt.
Resolution without Physical Return: To streamline the resolution process for damaged or defective goods, customers are not required to ship the damaged physical item back to our facility. Instead, customers are required to provide clear photographic evidence of the defect or damage via email.
Refund or Replacement: Upon verification of the submitted photographic evidence, we will promptly process a full refund to your original payment method or arrange for a replacement item to be dispatched at no additional cost.
- Refund Processing
Approval & Execution: Once a return is received and inspected at our facility (for change-of-mind returns) or photographic evidence is verified (for damaged/defective claims), your refund will be processed.
Payment Methods: Refunds will be issued using the original payment method utilized during checkout. We accept and process transactions securely through major payment providers, including Visa, Mastercard, American Express, as well as digital wallets such as Apple Pay and Google Pay.
Crediting Timeline: Depending on your financial institution or card issuer, funds typically reflect in your account within a standard number of business days following the issuance of the refund.
- Contact Information
For any questions, concerns, or inquiries regarding your order, shipping status, returns, or refunds, please reach out to us through the following channels:
Email: notify@solidlinenhome.com
Phone: +44 121 368 0051
Address: 77 Marylebone Lane, London, W1U 2PP, United Kingdom