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Return Policy

 

Returns, Refunds, Exchanges and Cancellations

Return Eligibility

  1. Products purchased must be returned within 30 days from date of invoice to qualify for a refund.  Please note that it may take up to 2 weeks for your refund to be processed once your item has been received. Custom Linens Direct will only accept merchandise for return from the original purchaser.Custom orders are not eligible for Exchange or Refund unless defective.
     
  2. Products must be in their original unused and unwashed condition in order to be eligible for return.  Any products that have been mishandled, abused, altered or used in such a way as to void the manufacturers' warranty are not eligible for return.  All merchandise must be returned with the original manufacturers' packaging and accessories including all original packaging and enclosures. Orders not found to be defective will be subject to a twenty percent restocking fee.  Please make sure parcels are securely packaged and sealed. Due to the strain of shipping, many cartons cannot withstand additional shipping in their original carton.  We strongly recommend double boxing.  Items that are not returned in their original condition will be returned at our discretion.
     
  3. All Shipping and Handling charges are non-refundable.  You will be responsible for shipment and insurance cost for the return of all merchandise.

Return Authorizations

  1. Before returning any item you must obtain a valid Return Authorization (RA) number.  You can request a RA number by filling out our Return Authorization form by clicking the following link: Return Authorization Form.  Please do not return any item without a valid RA number as it will not be eligible for refund.
     
  2. Your return items must be received within 15 days from the day your RA is issued.  For your protection we reccomend making all return shipments via FedEx or UPS as this will provide for return shipment tracking.  Custom Linens Direct will not be responsible for lost or miss-shipped returns.

Exchanges
Products that are defective can be exchanged with a valid RA number.  The RA number must appear on the return address label only. Please do not write on the original box as this will void our ability to exchange your product.  Please make sure parcels are securely packaged and sealed.  Due to the strain of shipping, many cartons cannot withstand additional shipping in their original carton.  We strongly recommend double boxing.

 

Cancellations
Orders that have not already shipped from our warehouse can be canceled without penalty.  Please note that most orders ship within 24 to 48 hours of your purchase.   Cancelation request that occur after an order has shipped will be subject to our normal return policy cancellation charges.

 

Questions
If you have questions about the return of any item please contact our customer service department by calling (470) 315-1034 and we will be glad to assist you.

 

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