Return Refund Policy

Last updated: January 3, 2025

At Polytexlinen, we want you to feel great in every piece you choose. If something isn't quite right—whether it's the fit, the color, or simply not what you expected—we're here to support you. Please read the policy below for information on returns, refunds, and exchanges.

1) Eligibility for Returns

To qualify for a return, the item must meet all of the following requirements:

Returned within 30 days of delivery
Unworn and unwashed, and in the same condition as received
Free from makeup, deodorant, perfume, body lotion, or other stains and odors
With all original tags, hygiene stickers, and labels still attached
Returned in its original packaging where applicable
Includes proof of purchase, such as an order number or receipt

To protect hygiene, safety, and product integrity, we can't accept returns for items that have been worn, washed, altered, damaged, or show signs of use (such as pet hair, perfume, makeup, stretching, or missing tags/hygiene stickers).

2) Non-Returnable Items

The following items are not eligible for return or refund:

Worn, washed, altered, or visibly used garments
Intimates, underwear, lingerie, and shapewear
Swimwear and bikinis (once the hygiene sticker is removed)
Earrings and pierced jewelry (for hygiene reasons)
Socks, tights, and hosiery (once opened)
Face masks, hair accessories, and similar personal items
Items labeled Final Sale / Non-Returnable
Gift cards
Free gifts or promotional items
Items damaged due to misuse, improper care, improper washing, or normal wear and tear

3) Damaged, Defective, or Incorrect Items

If your item arrives damaged in transit, has a manufacturing defect, or you received the wrong item, contact us within 7 days of delivery and include:

Your order number
A short description of the issue (e.g., loose stitching, broken zipper, stains, wrong size, wrong style)
Clear photos or videos of the item, any visible defects, the garment tag, and the original packaging including the shipping label

After review, if approved, we'll provide the appropriate solution—a replacement item, a refund, or partial refund where suitable.

4) How to Start a Return

To request a return, please contact our customer support team:

Email: service@polytexlinen.com Phone: +85224144263

Include your order number and the reason for the return so we can help quickly. Returns sent without prior authorization may not be accepted.

5) Return Shipping

Customers cover return shipping costs unless the return is due to our error, such as a defective, damaged, or incorrect item
We strongly recommend using a trackable shipping service and retaining your tracking number
Please package the garment carefully to avoid damage in transit—folded neatly and protected from moisture
Polytexlinen is not responsible for return shipments that are lost or delayed in transit

6) Refunds

Once we receive and inspect your return, we'll notify you whether your refund is approved or declined.

If approved:

Refunds are issued to the original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider
Shipping fees, if applicable, are non-refundable, except when the return is due to our error

If the returned item does not meet our return conditions (e.g., worn, washed, stained, missing tags), we reserve the right to decline the refund and return the item to you at your expense.

7) Exchanges

We currently do not offer direct exchanges. If you'd like a different size, color, or style, please return the eligible product for a refund and place a new order. This ensures you get your preferred piece as quickly as possible, while stock is still available.

8) Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

Check your bank account again
Contact your credit card company, as processing times vary
Contact your bank, as posting delays are common

If you've completed the steps above and still don't see the refund, email us at service@polytexlinen.com.

9) Order Cancellations

We process orders quickly. If you need to cancel, contact us as soon as possible.

If the order has not shipped, we may be able to cancel it
If the order has shipped, it must follow the standard return process

10) Return Address

All returns must be authorized first. Please obtain Polytexlinen's return instructions before sending anything back. Unauthorized returns may not be accepted or refunded.

Return Address:

Polytex Linen Cotton Limited Flat E (Front), 20/F, Excelsior Building 68 Sha Tsui Road Chai Wan Kok Hong Kong