Terms & Conditions

The Linen Co. follow standards and policies set forth by the TSA (Textile Services Association). These policies are standard to all dry cleaners, including dry cleaning stores.

Key Terms

Maximum liability in case of damage or loss

10 x item cleaning price

Missing, unreadable or removed care labels

At owner’s risk only

Timeframe for complaint / return

24 hours

Timeframe to report missing garment

24 hours

Re-cleaning, Re-pressing (within 24 hours)

Free of charge 

Maximum length of time we will hold items after cleaning

100 days from cleaning


At The Linen Co. our rules stipulate that the care label instructions on our customer’s garments should be adhered to at all times in the cleaning process. Any garments with no care labels, or labels which are deemed unsatisfactory to TSA standards, will only be cleaned at the owner’s risk. Therefore, all responsibility will rest with the customer to seek explanation or compensation with the manufacturer. In some cases, we may feel confident that the care label attached is incorrect, or for items with no care label, we would automatically select the most suitable cleaning method for that particular garment/cloth depending on fabric content, trimmings and accessories, and natural characteristics of the garment without advising the customer of this decision. This decision will be applied with the years of knowledge and expertise to provide the best procedure for that particular cloth in our professional opinion. Should our selected cleaning methods prove to be incorrect if and when a complaint arises, an independent tester will be required to determine the cause of the damage. Once a report is provided by this independent tester, a full refund for the test together with a refund for the garment will be given should the report suggest in any way or form that our selected cleaning methods were incorrect and the probable cause for this damage.

We exercise the utmost care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials which may result in tears or development of small holes in fabric that are not readily apparent prior to processing. We are not responsible for sun fading, colour loss due to non-fastness, wear and tear and shrinkage, colour bleeding or damage due to weak and tender fibres and fabrics possibly damaged by UV light or colour loss due to perspiration and perfume.

The Linen Co. will always be wary of garments made using extreme colour differences on one garment i.e. a black cloth together on the same garment with a white cloth. These garments as always will be treated exactly as recommended on the care label attached being the manufacturer’s instructions but we cannot be held responsible should the darker fabric bleed colour into the lighter fabric area as we recognise this to be poor manufacturing and responsibility will lie with the manufacturer.

The above applies to dry cleaning and wet laundering processes.

Loss and Damage Policy

In the unlikely event of damage please inform us within 24 hours of receiving your garment. Count discrepancies must be reported within 24 hours of collecting or delivery of your items. After that we will not assume responsibility for items subsequently reported missing. On observation of an item returned for possible damage due to our processes, we may immediately accept responsibility and offer compensation after close inspection and our experienced knowledge applied. However, although we are able to make a most definite assumption in most cases as to the cause of a damaged item, circumstances may arise that we are unaware of and may not have a possible explanation to the cause of the complaint. If it is unclear who is responsible for the damage, we will arrange for an independent analysis by a fabric care research laboratory http://www.satra.co.uk. Restitution will be made based upon the lab’s report.

Should a report from the independent tester suggest in any way shape or form that the damage caused is due to our cleaning processes, we will compensate up to 10 x item cleaning price of the garment and the cost of the report where applicable.

In some circumstances where a report is not required The Linen Co. may feel that a credit note rather than a cheque may be the only compensation available for particular cases and will exercise their right to do so at their discretion.

Maximum Liability

Our liability to you arising under or in connection with this agreement, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation shall be limited to the lesser of:

  • 10x the price you have paid for cleaning that item; or
  • the depreciated value of the item as determined by the Fair Compensation Guidelines as provided by the Textile Services Association.

The above applies to damage, loss or theft of garments when in our care. For the avoidance of doubt, we will only be liable for the damaged item. For example, if there is damage to trousers that are part of a suit, only the trousers can be subject to compensation (and not the whole suit).

If any compensation is agreed then the items will not be returned but will be given to charity.

Trimmings (buttons, beads, belts etc.)

Although we are unable to accept responsibility for loss or damage to beads, crystals, sequins, buttons, diamante’s, pearls, buckles etc., due to their inherent unsuitability for dry cleaning, we have unrivalled skill and experience in identifying the most appropriate cleaning methods for each specific piece having examined its decorative components.

This is a design issue rather than a cleaning one – we have to rely to a certain extent on the fact that the dressmaker / manufacturer has attached the beads adequately and has used beads which are suitable for dry cleaning – although we will of course do our best to check and test the components before cleaning. All such items are cleaned at the owner’s risk, as The Linen Co. will not take responsibility under any circumstances.

Right to Refuse

The Linen Co. reserve the right to refuse our service to any customer.


The Linen Co. reserves the right to change prices at any time without notification and is not responsible for errors on the website related to pricing.

Statutory Rights

These terms and conditions do not affect your statutory rights as a consumer.