Linenretreat is committed to providing a transparent and high-quality shopping experience for its valued customers in the US and Europe. All images are original photographs of actual inventory in our Canadian warehouse. All visual assets are original photography of our actual inventory managed at our Canadian facility.
This policy is structured in strict accordance with Canadian corporate regulations, U.S. consumer protection standards, and the European Union Consumer Rights Directive.
1. 14-Day Right of Withdrawal (Cooling-Off Period)
To maintain a consistent global service standard, customers residing in the United States, the European Union, or the European Economic Area (EEA) are entitled to a 14-day “cooling-off” period. You have the right to withdraw from your purchase within 14 days of physical receipt of the goods, without the requirement to provide a specific justification.
How to Exercise This Right: You must notify our support team via an unequivocal written statement sent to laundrybasket@linenretreat.com.
2. Taxes, Duties, and International Customs
We prioritise price transparency for all cross-border transactions:
Pricing: For orders bound for the United States and Europe, applicable sales taxes or VAT considerations are calculated or clearly disclosed during the checkout process.
Import Duties: As all consignments are dispatched from our Canadian facility, orders may be subject to local import duties or customs fees upon arrival in the destination country. Unless explicitly stated otherwise at checkout, these charges remain the sole responsibility of the recipient. We provide all requisite documentation to facilitate efficient customs clearance.
3. Internal Logistics and Shipping Standards
To ensure quality control and operational reliability, Linenretreat maintains direct ownership and physical possession of all inventory. We do not utilise third-party dropshipping models.
Fulfilment: All orders are processed and dispatched directly from our dedicated corporate warehouse in Markham, Ontario, Canada.
Processing Time: Orders are typically prepared for shipment within 1–2 business days.
Transit Times: Delivery to the United States and Europe generally occurs within 3–6 business days via premium tracked services (DHL, FedEx, or UPS Priority).
Delivery Guarantee: Should a shipment exceed the standard transit window, we will initiate a formal investigation with the carrier. Depending on the outcome, we will provide a priority replacement or a full refund.
4. Order Cancellations
Prior to Dispatch: If you wish to cancel, please contact us immediately. If the order has not yet entered the fulfilment stage, a full refund will be issued to your original payment method.
Post-Dispatch: If the item has already been collected by the carrier, the request will be processed as a return under the 14-Day Right of Withdrawal.
5. Damaged or Defective Goods
In the event that an item arrives in a damaged or defective state, please notify us at laundrybasket@linenretreat.com within 14 days of receipt.
Evidence Required: We require clear photographic evidence of the defect or damage via email.
Resolution: Upon verification, we will process a full refund or dispatch a replacement at no additional cost. We reserve the right to request the return of the item for quality inspection before finalising a refund.
6. The Returns Process
For standard returns initiated under the Right of Withdrawal:
Return Location: 1131 Johnson St, Kingston, ON K7M 2N6 CA
Condition: Items must be returned in their original packaging and in a resellable, “as-new” condition.
Costs: Unless the item is defective, the customer is responsible for the direct costs of returning the goods to our Canadian facility. We strongly recommend utilising a tracked shipping service, as we cannot be held liable for items lost in transit during return.
7. Refund Timelines
Processing: Once a return is inspected or a claim is approved, refunds are typically issued within 5–7 business days.
Payment Methods: All funds will be credited back to the original payment method (Visa, Mastercard, American Express, Apple Pay, or Google Pay).
Corporate Information
Phone: +1 6135318700
Email: laundrybasket@linenretreat.com
Address: 1131 Johnson St, Kingston, ON K7M 2N6 CA