1. Overview

This Refund and Returns Policy applies to purchases made through Linenvessel at www.linenvessel.com.

Brand: Linenvessel
Customer Service Email: cotton@linenvessel.com

We aim to handle return and refund requests fairly, consistently and in accordance with applicable consumer protection laws in Canada and the European markets we serve.

2. Right of Withdrawal for European Customers

Consumers covered by applicable European Union consumer protection law generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, please notify us by email at cotton@linenvessel.com within the applicable withdrawal period. Include your order number and a clear statement that you wish to withdraw from the purchase.

After notifying us of your decision, you generally have a further 14 days to send the goods back, in accordance with the applicable rules.

Returned goods should be handled with reasonable care. You may inspect the goods as you would in a shop. Where the value of goods has diminished because of handling beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to claim the amount permitted by applicable law.

Unless the goods are faulty or another legal rule applies, the direct cost of returning goods following withdrawal is payable by the customer, provided this requirement was disclosed before purchase.

This section does not limit any mandatory consumer rights that apply in the customer’s country.

3. Return Conditions

To request a return, email cotton@linenvessel.com with:

• Your order number.
• The item or items you wish to return.
• The reason for the return, if you wish to provide one.
• Photographs, where relevant to a claim about damage or a fault.

Please contact us before sending a parcel so that we can provide the applicable return instructions.

Return address for European customers:

Linenvessel Returns
XXX

For a change-of-mind return, the goods should be returned with reasonable care and with any original packaging that remains available. Original packaging is not a condition of exercising a statutory withdrawal right where the law does not require it.

4. Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty or different from the item ordered, please contact cotton@linenvessel.com after receiving the parcel.

To help us assess the issue, please provide:

• Your order number.
• A brief description of the problem.
• Clear photographs showing the affected item and, where relevant, its packaging.

We will review the information and explain the available resolution. Depending on the circumstances and applicable law, this may include a refund or a replacement.

For eligible cases involving damage or a fault, we may arrange a refund or replacement based on the photographs provided, without requiring the damaged item to be returned. If further information is reasonably needed to assess the claim, we will explain what is required.

This process does not restrict any statutory remedies available to consumers for faulty, damaged or non-conforming goods.

5. Refunds for Eligible Returns

For a valid withdrawal or an approved refund, we will process reimbursement in accordance with the applicable legal requirements.

Where a consumer exercises a statutory right of withdrawal, reimbursement generally includes the standard delivery cost paid at purchase. Any additional cost arising from choosing a more expensive delivery method may be excluded to the extent permitted by law.

We may withhold reimbursement until we have received the returned goods or the customer has supplied evidence that the goods have been sent back, whichever occurs first, where this is permitted under the applicable withdrawal rules.

For eligible refunds, reimbursement will normally be made to the original payment method, unless another method is agreed with the customer and permitted by law.

Once a refund has been processed, the time it takes to appear in the customer’s account may depend on the payment provider or issuing bank. We will provide relevant confirmation when available.

6. Accepted Payment Methods and Refund Processing

Payments on our website may be made using the payment methods displayed at checkout, which may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Supported electronic wallets

Refunds are normally returned to the original payment method used for the purchase. The available refund route may depend on the payment method and the applicable processing arrangements.

If the original method is no longer available, please contact cotton@linenvessel.com so that we can discuss an appropriate alternative in accordance with applicable law.

7. Shipping Delays, Lost Parcels and Non-Delivery

Orders are dispatched from Canada. Estimated transit time is 5–12 business days from dispatch.

We work with carriers including DHL, FedEx and UPS Priority services, where available. Tracking notifications may be sent to the email address supplied at checkout at key stages, such as dispatch, arrival at a carrier facility and local delivery.

If your order has not arrived within the estimated transit period, please email cotton@linenvessel.com with your order number and tracking details, where available. We will review the shipment and contact the carrier where appropriate.

Following an investigation, we will consider the circumstances and determine an appropriate resolution, which may include a full refund or a replacement shipment. Where applicable law requires a particular process or remedy for non-delivery, that requirement will apply.

8. Return Shipping Costs

For a change-of-mind withdrawal, the customer is generally responsible for the direct return shipping cost, provided this was disclosed before the purchase and the applicable law permits it.

For goods that are faulty, damaged or not as described, we will handle return shipping costs and other remedies in accordance with the applicable consumer protection rules.

Please contact us before returning goods so that we can confirm the relevant instructions.

9. Exclusions and Statutory Rights

Any exclusion from a voluntary return arrangement will apply only where permitted by applicable law.

Nothing in this Policy excludes or limits statutory rights relating to faulty goods, goods that do not conform to the contract, non-delivery or other mandatory consumer protections.

Where Canadian law or the mandatory law of a European customer’s country provides rights that cannot lawfully be excluded, those rights remain unaffected by this Policy.