Refund policy

Effective Date: 2026-01-22

This Return & Refund Policy applies to purchases made at DustyLinen.com, operated by MB Linorita (“we,” “us,” “our”).

Because most of our items are made to order, we kindly ask you to review sizes, fabric, color, and finishing options carefully before placing an order. If you need help, contact us here.

1) Custom-Made & Personalized Products (Non-Returnable)

Custom-made and personalized items are produced specifically for you based on your selections and/or specifications. This includes (but is not limited to):

custom sizes / made-to-measure orders
personalized items (e.g., embroidery, monograms)
made-to-order items produced to your specific request (special alterations or custom requests)

Because these items are made specifically for you, returns, exchanges, and refunds are not accepted for custom-made/personalized products, except where required by applicable consumer protection laws (for example, if an item is defective, damaged, or incorrect).

2) Standard Products (Non-Custom Items) — Returns

A “standard product” means a non-custom item purchased in a standard size/option as listed without custom measurements or personalization.

EU Customers (14 days)

EU customers may return eligible standard items within 14 days of delivery, in accordance with EU consumer protection laws, provided the return conditions in Section 4 are met.

Non-EU Customers

Due to the made-to-order nature of our production process and international return limitations, we generally do not offer “change of mind” returns outside the EU for standard items. Returns outside the EU may be accepted only when:

the item is defective, damaged in transit, or incorrect (see Section 5), or
return acceptance is required by applicable consumer protection laws in your country.

Nothing in this Policy limits rights you may have under mandatory consumer protection laws.

3) Hygiene & Final Sale Exclusions (Non-Returnable)

The following items cannot be returned or refunded (except where required by law):

custom-made / personalized products
hygiene-related items if opened, used, or washed, including:
- bedding (pillowcases, duvet covers, sheets)
- towels and textiles that come into direct contact with the body
- napkins, table linens, or kitchen textiles once used
items marked “Final Sale” or sold during clearance/liquidation events
items damaged after delivery or showing signs of use

4) Return Conditions (Eligible Standard EU Returns)

To be eligible for a return, standard items must be:

unused and unwashed
undamaged
returned in original packaging where applicable
in fully resellable condition

You must contact us before sending any return. Unannounced returns may be refused.

Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

We strongly recommend using a tracked return method. We are not responsible for items lost during return transit.

5) Damages, Defects, or Incorrect Items

Please inspect your order upon delivery. If your item is:

defective,
damaged, or
different from what was ordered,

the issue,
the packaging, and
the shipping label.

If confirmed, we will offer an appropriate resolution (repair, replacement, or refund where applicable).

6) Order Cancellations (12 hours)

Orders may be canceled within 12 hours of purchase.
After 12 hours, fabric cutting and production may begin and the order cannot be canceled or refunded.

7) Refunds — What Is Refunded

Refunds are issued only in the following cases:

a defective or incorrect item was delivered (Section 5), or
an eligible standard item was returned by an EU customer and meets all criteria (Sections 2 and 4)

Refunds are not provided for:

custom-made/personalized items (Section 1)
orders canceled after the 12-hour window (Section 6)
items returned in non-resellable condition (Section 4)
non-EU “change of mind” returns (Section 2)

Shipping fees:

Shipping costs shown at checkout are generally non-refundable.
Where required by law (e.g., certain EU cases), we may refund standard outbound shipping (but not any express upgrade), in accordance with applicable regulations.

Customs/import fees: Duties, import VAT/GST, and brokerage/clearance fees are not refunded by us.

8) Refund Processing Time

Once we receive and inspect the returned item (where a return applies), approved refunds are processed within 5–10 business days to the original payment method.
Your bank/payment provider may take additional time to post the refund.

9) Unpaid Import Charges / Refused Delivery (Non-EU Orders)

If the recipient refuses to pay required import charges and the parcel is returned, abandoned, or destroyed by the carrier/customs, we apply the rules stated in our Shipping Policy (section “Unpaid Import Charges / Returned or Abandoned Parcels”).

Need Help?

We deeply appreciate your understanding — every item we create is handcrafted with care and attention to detail.

If you have questions or need assistance before placing an order, please contact us.

Refund policy

1) Custom-Made & Personalized Products (Non-Returnable)