RETURNS, REFUNDS & CANCELLATIONS
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Last updated: 1 September 2026
We want you to be happy with your linen. This page explains exactly what happens if something is wrong, or if you change your mind.
Email us at sales@empirelinenhouse.com or call 07375 643 406 to start any return. Please do not send anything back before contacting us, so we can tell you where to send it.
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IF YOUR GOODS ARE FAULTY, DAMAGED OR NOT AS DESCRIBED
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We pay for the return, and you get a full refund or a replacement — your choice.
Tell us within 30 days of delivery and we will arrange collection or reimburse your postage. You will not be out of pocket. If a fault appears after 30 days, contact us anyway — consumers have rights for up to six years in England and Wales, and we would always rather fix a problem than lose a customer.
If a parcel arrives visibly damaged in transit, please tell us within 48 hours and send a photograph if you can. That lets us claim against the courier.
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IF YOU ARE A CONSUMER AND YOU CHANGE YOUR MIND
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You have the right to cancel your order within 14 days of the day you receive the goods, without giving a reason. You then have a further 14 days to send them back.
To cancel: email sales@empirelinenhouse.com with your name, order number, order date and a line saying you wish to cancel. A phone call works too, but an email gives us both a record.
Getting the goods back to us is your responsibility, and the return postage is at your cost. Please use a tracked service — until the parcel reaches us, it is your risk. Our return address will be confirmed when you contact us.
Condition: goods must be unused and returned in their original, unopened packaging. Bedding, towels, pillows, duvets, mattress protectors and bathrobes are sealed for hygiene reasons, and once that seal is broken they cannot be returned for a change of mind. This does not affect your rights if the goods are faulty.
Your refund: we will refund the price of the goods, plus the standard outbound delivery charge you paid, within 14 days of receiving the goods back. If you chose a more expensive delivery option than our standard one, we refund the standard rate. We may reduce your refund to reflect any loss in value if the goods have been handled more than was necessary to check them.
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IF YOU ARE A BUSINESS CUSTOMER
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The 14-day cancellation right above is a consumer right and does not apply to business purchases, including holiday lets, serviced accommodation, hotels and relocation companies.
We will still accept a change-of-mind return within 14 days of delivery, at our discretion, provided the goods are unused and in their original unopened packaging. Return carriage is at your cost and you arrange it. Bespoke, cut-to-size or specially ordered items cannot be returned unless faulty.
Claims for shortages or transit damage must reach us within 48 hours of delivery.
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HOW REFUNDS ARE PAID
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Refunds go back to the original payment method — the same card, or the same bank account for a transfer. We do not issue refunds in cash or to a different account.
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YOUR LEGAL RIGHTS
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Nothing on this page reduces your legal rights. If you are a consumer, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Advice is available free from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.