Understanding Linen Rejects: What’s Acceptable and What’s Not

At Airlinen, we pride ourselves on delivering high-quality, commercially laundered linen to all our clients. However, due to the nature of large-scale laundry operations and the pooled linen system we operate within, some items may occasionally slip through quality control. When this happens, these items are known as rejects. Knowing how to spot them (and what to do next) protects your guests, your reviews, and your brand.

What Counts as a Linen Reject?

A linen reject is any towel, sheet, pillowcase or duvet cover that’s not guest‑ready due to visible stains, tears, strong odours or severe wear. While we take every step to minimise these occurrences, some imperfections may go unnoticed during the automated laundry process.

Quick‑Check Guide: Acceptable vs. Reject

Towels & Bathmats

Acceptable ✅	Reject ❌
Minor creasing	Any stain, hole or unpleasant odour
Loose threads can simply be snipped off	Excessive creasing or a flattened pile is noticeable

Sheets

Acceptable ✅	Reject ❌
Small hole within 30 cm of an edge (hidden when tucked)	Stain or tear larger than a 10p coin
Two or fewer faint marks in bottom third	Strong odour

Pillowcases

Acceptable ✅	Reject ❌
Up to three tiny marks on one side	Multiple stains on both sides
Arrives inside‑out (simply flip)	Any musty smell

Duvet Covers

Acceptable ✅	Reject ❌
Isolated mark under 10p size	Large stain/tear (over 10p) on visible area
Light crease lines	Musty or unpleasant odour

5 Common Misunderstandings (“Do Nots”)

1. Don’t hold linen up to bright light to hunt for faults if not visible at first glance.

2. Don’t confuse “thread slugs” (manufacturing quirks) with dirt.

3. Don’t reject items for being inside‑out—flip them back.

4. Don’t reject towels over a loose thread— simply snip it off.

5. Don’t reject tiny edge holes on sheets; they’re hidden when tucked.

Received a Linen Reject? Here’s the Process 

1. Report within 2 hours of delivery via WhatsApp.

2. Send one clear photo, the product type & size, plus your property ID.

3. We’ll dispatch a replacement on the next driver run or with your next scheduled order.

4. Return the rejected item separately (never with dirty linen).

5. Store all clean linen in a clean, dry room to avoid mould damage.

FAQs

Q: How many rejects are normal in a pooled‑linen service?

A: Fewer than 1 % of items on average. Anything higher—contact us.

Q: Can I wash minor stains myself?

A: No. We ask that you never wash hired linen yourself as domestic washing machines can damage the linen. Our commercial cleaning process ensures all products pass the necessary hygiene and quality checks.

Q: What if I spot damage after 2 hours?

A: Report it anyway. While replacement speed may vary, we’ll always log the issue for quality tracking.

Need Help?

If you’re ever unsure whether an item qualifies as a reject, or need assistance with replacements, don’t hesitate to contact us at sales@airlinen.co.uk.