We understand that events are busy environments and that minor marks can occur during normal use. Our damage policy is designed to be fair, transparent and proportionate, while protecting the quality and lifespan of our linen.
By hiring from Direct Linen Hire, you accept responsibility for all hired items from delivery until collection.
1. General Responsibility
1.1 The Hirer is fully responsible for all linen and hire items supplied from the time of delivery or collection until they are returned and collected by us.
1.2 Responsibility includes loss, theft, damage and excessive soiling, regardless of whether the items are handled by:
- venue staff
- caterers
- guests
- third-party suppliers
2. Normal Wear vs Chargeable Damage
2.1 Normal wear and tear is expected and included within the hire price. This typically includes:
- light food or drink marks
- general creasing from use
2.2 Chargeable damage is damage that cannot be removed through professional laundering or renders the linen unsuitable for future hire.
3. Irreversible Stains & Damage
The following are considered irreversible or non-repairable damage and may result in a replacement charge:
- Candle wax (including wax from tealights, taper candles or pillar candles)
- Oil or grease stains
- Ink, marker pen or paint
- Adhesive residue, tape, glue or stickers
- Mildew or mould caused by damp storage
- Burns, scorch marks or heat damage
- Rips, tears or holes
- Heavy soiling beyond normal laundering standards
This list is not exhaustive.
4. Candles & Open Flames
4.1 We strongly advise that candles are used with appropriate protection, including:
- hurricane vases
- drip trays
- enclosed holders
4.2 Linen damaged by candle wax or open flames will be charged in full, as this damage is not removable through laundering.
5. Cleaning & Handling Restrictions
5.1 Do not attempt to wash, dry, iron, soak or treat linen yourself.
5.2 Attempted cleaning by the Hirer can:
- set stains permanently
- cause shrinkage or fabric damage
5.3 Linen returned with evidence of unauthorised cleaning may be charged as damaged.
6. Wet Linen & Mildew
6.1 Linen must not be returned wet or damp.
6.2 Linen returned in a damp condition may develop mildew, which is often irreversible.
6.3 Mildew-damaged linen will be charged as a replacement.
7. Missing Items
7.1 All items are counted and reconciled after return.
7.2 Any missing items will be charged at full replacement cost.
7.3 Replacement costs reflect:
- purchase cost
- preparation
- processing
- loss of future hire value
8. Assessment & Charging Process
8.1 All linen is professionally inspected after laundering.
8.2 Where damage or loss is identified:
- photographic evidence may be retained
- charges will be applied in line with replacement or repair cost
8.3 Damage charges will be invoiced following post-event processing.
9. Disputes
9.1 If you wish to query a damage charge, this must be done in writing within 7 days of the invoice date.
9.2 We reserve the right to make the final determination based on inspection findings and professional laundering outcomes.
10. Fair Use Statement
Our aim is not to penalise normal use, but to ensure that linen returned in a condition unsuitable for re-hire is fairly accounted for. Damage charges are applied only where items cannot be restored to an acceptable standard for future customers.