Satisfaction Guarantee & Refund Policy

Our Guarantee

If you're not satisfied with the quality of cleaning, folding, or pressing on an order, tell us within 48 hours of delivery and we'll re-clean or re-press the affected items at no charge. We ask that you don't wear, wash, or alter the item before we've had a chance to make it right.

When a Refund Applies

We'll issue a full or partial refund (your choice of original payment method or account credit) when:

• A re-clean or re-press doesn't resolve the issue.
• We're unable to complete your order as booked (for example, a missed pickup or delivery that was our error).
• An item was damaged or lost — handled under our separate Damage, Loss & Claims Policy, which sets the applicable caps.

Refund requests must be made within 7 days of delivery. Approved refunds are processed within 5-10 business days to your original payment method.

When a Refund Does Not Apply

• Dissatisfaction based on a service, price, or turnaround time that was clearly disclosed before booking.
• Requests made more than 7 days after delivery.
• Items affected by conditions listed under "What's Not Covered" in our Damage, Loss & Claims Policy.
• Change of mind after a service has already been performed.

How to Request

Contact us by phone, text, or through your account with your order number and a description of the issue. We'll confirm next steps — a re-clean, a credit, or a refund — within 1 business day.

A Note on Fairness

This guarantee is designed to make things right when we fall short, not as a substitute for our Damage, Loss & Claims Policy for lost or damaged items, or as a way to obtain free repeat service outside its terms. Linen & Luxe reserves the right to decline repeated or pattern-of-abuse refund requests at its discretion, consistent with Texas law.

Questions?

Contact us at (210) 705-2199 or through your account, and we'll take care of it promptly.