1. When you can ask for a refund
- An item was not cleaned to the standard described for the service you paid for.
- You were charged for a service that was not carried out.
- An item was billed incorrectly.
- An order was not delivered.
2. Re-clean first
Where a cleaning result is disputed, we will usually offer a free re-clean first. If a re-clean does not resolve the issue, a refund or credit is issued in line with this policy.
3. What is not refundable
- Stains we told you before cleaning were unlikely to be removed.
- Wear, fading, shrinkage or damage caused by the age or condition of the garment.
- Colour bleeding from a garment whose dye was unstable, where this was flagged in advance.
- Items where the care label was missing, unreadable or incorrect.
- Requests raised more than 48 hours after delivery.
4. How to raise a request
- Contact us within 48 hours of delivery, on WhatsApp or through any of the channels on our Contact page.
- Share your order reference, the item concerned and photographs where possible.
- Keep the item unwashed and unworn until the request is resolved.
5. Timelines
We acknowledge refund requests within 48 hours and work through them as quickly as we can. Approved refunds are returned to the original payment method, or issued as account credit if you prefer.
Draft notice
This document is a draft awaiting final review and approval. Where it refers to a charge or a period without naming a figure, that figure has not been fixed yet and will always be confirmed with you before it applies.