Returns and Refunds Policy

This page explains how Liinens manages returns and refunds for rentals made through our website. We aim to keep everything clear and straightforward so you know exactly what to expect. If you need clarification on any point, you can reach us anytime at [email protected] .

1. Understanding How Our Rental Process Works

Our rental items are prepared, packed, and sent out with close attention to detail. Since each item is selected and scheduled for specific dates, we follow a structured process to ensure availability for every customer. This means that returns and refunds follow a defined approach so we can maintain smooth scheduling for others using our platform.

Before completing your booking, please review the item description, sizing notes, and timing requirements. This helps reduce unnecessary issues later on and allows us to keep the rental flow consistent for everyone.

2. When a Return May Be Requested

Once you receive your rental item, we ask that you inspect it as soon as possible. If something appears different from what was shown on the website, or if the item has a noticeable issue upon arrival, please contact us within 24 hours of receiving it. Providing photos and a short explanation helps us understand the situation quickly.

Returns cannot be requested once the rental period has started or the item has been worn. We rely on prompt communication to determine the next step, as delays limit our ability to make adjustments for other users.

3. Situations That Qualify for a Refund

A refund may be considered when:

• The item arrives with a visible issue that was not listed or shown
• The item is significantly different from what was displayed on our website
• The wrong item was sent by mistake

Refund requests must be submitted before the rental period begins. If the item has been used, altered, or damaged after delivery, it will not qualify for a refund.

Refund decisions are made after reviewing the details you provide. Our goal is to resolve matters fairly while maintaining smooth rental operations for our Hong Kong audience.

4. When Refunds Are Not Possible

Refunds will not be issued in the following scenarios:

• You changed your mind after the item was delivered
• The item does not match personal preference upon arrival
• You selected the incorrect size
• The item was used or handled in a way that affects its condition
• The return request was made after the allowed window

We provide detailed product descriptions, fit notes, and guidance to help with informed choices before confirming a rental.

5. Return Method and Item Condition

If a return is approved, we will guide you through how the item should be packed and sent back. The item must be in the same condition as when it arrived, with all included elements intact.

Any sign of alteration, extended use, or damage after delivery may affect the return approval. This guideline protects the experience of all customers who depend on the availability and condition of each rental item.

6. Data Handling Under PDPO

When you contact us regarding a return or refund, you may need to share certain personal information. Liinens manages all information in accordance with Hong Kong’s Personal Data (Privacy) Ordinance (PDPO).

Your details will only be used to:

• Review and process your request
• Confirm your booking information
• Communicate updates regarding your case
• Adjust internal records where necessary

We do not use your information for unrelated purposes. You may contact us if you wish to correct or update any details provided during the process.

7. Timeline for Processing Refunds

Once your return request is approved and the item is received back by us (if applicable), we will begin the refund review. Processing time may vary based on the situation, but we aim to handle all approved refunds promptly. You will receive a confirmation message once the process is complete.

8. Items That Cannot Be Returned

For hygiene and usage reasons, certain items cannot be returned under any circumstance. These include:

• Accessories with direct skin contact
• Items marked as final-sale rentals
• Items delivered for same-day or urgent rentals

We list these details clearly on each item page so you can make informed decisions beforehand.

9. Updates to This Policy

Liinens may revise this Returns and Refunds Policy to align with updates in Hong Kong guidelines, internal processes, or improvements in our customer experience. The version on this page will reflect the latest update. Continued use of our website signals your acceptance of any changes.

10. Contact Us

If you have any questions about returns or refunds, or want help reviewing a situation, you can email us at [email protected]. Our team will respond as soon as possible and guide you through the next steps.