Returns & Refund policy

Returns & Refunds Policy

At Dusty Linen, we specialize in custom-made, handcrafted products. As such, returns and exchanges for custom-made items are not accepted. However, we do accept returns for eligible standard products within 14 days of receiving your order.

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Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The product was purchased in the last 14 days.
• The item must be unused, unworn, and in the same condition as received.
• All original tags must be attached, and the product must be in its original packaging.
• The product must be a standard size (non-customized).

Excluded Products:

• Custom-made items.
• "Final Sale" items or products purchased during clearance events.
• Damaged, used, or incomplete items that are missing original packaging.
• Gift cards.

Returns or exchanges will not be accepted if the above conditions are not met.

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How to Start a Return

To initiate a return, please contact us before sending any items. Once we’ve approved the return request, we will provide detailed instructions on how to proceed. Items sent back without prior approval will not be accepted.

• Return shipping fees are the buyer’s responsibility.
• If the item is returned in a condition different from how it was received, the buyer will be responsible for any loss in value.

We strongly recommend using an insured and trackable mail service, as we cannot be held accountable for goods lost or damaged during return shipping. Refunds cannot be issued without proof of return delivery or receipt of the goods.

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Damages and Issues

Inspect your order as soon as it is delivered. If the product is defective, damaged, or if you receive an incorrect item, contact us immediately. We will evaluate the issue and arrange a suitable solution, such as a replacement or refund.

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Exchanges

We do not offer direct exchanges. The fastest solution is to return the eligible item and place a new order for the desired product.

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European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. However, custom-made products are exempt from this policy.

For eligible standard products, they must meet the same return conditions outlined above: unused, unworn, with tags, in original packaging, and accompanied by proof of purchase.

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Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of the refund. If approved, the refund will be processed to your original payment method within 10 business days.

• Please note that your bank or credit card provider may take additional time to process the refund.
• If 15 business days have passed since the approval and you haven’t received your refund, contact us for assistance.

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We appreciate your understanding of our policies, and we are committed to creating high-quality, handcrafted products tailored specifically to you. If you have any questions or need further assistance, feel free to reach out to us.