1. Our Commitment to Customer Satisfaction
At UK Dry Cleaning LTD, we are committed to providing exceptional service and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds or compensation may be provided.
We stand behind the quality of our work and will make every effort to resolve any issues to your satisfaction.
2. Eligibility for Refunds
You may be eligible for a refund or compensation in the following circumstances:
2.1 Service Not Performed
- Service was paid for but not delivered
- Items were not cleaned or processed as agreed
- Scheduled pickup or delivery did not occur without prior notice
2.2 Unsatisfactory Service Quality
- Stains that should have been removed were not addressed
- Items were not cleaned to professional standards
- Pressing or finishing was inadequate
- Items were returned with an unpleasant odor
2.3 Damage to Items
- Damage caused by our negligence during cleaning
- Loss of items while in our care
- Color bleeding or fading due to improper processing
- Shrinkage beyond normal tolerance levels
2.4 Billing Errors
- Duplicate charges
- Incorrect pricing applied
- Unauthorized charges
3. Refund Process
3.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact Us Promptly: Notify us within 48 hours of collecting your items or discovering the issue
- Provide Details: Describe the problem and provide your receipt or order number
- Make Items Available: Keep the items available for inspection if claiming damage or poor quality
- Submit Evidence: Provide photographs if applicable (especially for damage claims)
3.2 Contact Methods
You can submit a refund request via:
- In Person: Visit our location at 123 High Street, London, W1A 1AA
- Phone: Call +44 20 7946 0958 during business hours
- Email: Send details to refunds@ukdrycleaning.co.uk
- Online Form: Submit through our website contact form
3.3 Required Information
When requesting a refund, please provide:
- Your name and contact information
- Receipt or order number
- Date of service
- Description of the issue
- Photographs (if applicable)
- Preferred resolution (refund, re-clean, compensation)
4. Refund Resolution Options
Depending on the circumstances, we may offer one of the following resolutions:
4.1 Re-Cleaning at No Charge
For unsatisfactory cleaning results, we will re-clean the items free of charge. This is often the quickest resolution and our preferred first option.
4.2 Full Refund
A complete refund of the service charge if:
- The service was not performed
- Re-cleaning does not resolve the issue
- You prefer a refund over re-cleaning
4.3 Partial Refund
A proportional refund if:
- Only some items were affected
- The issue was minor but noticeable
- Service was partially completed
4.4 Store Credit
Credit toward future services, which may be offered as an alternative to a cash refund.
4.5 Compensation for Damage
If items were damaged, compensation will be provided according to our liability limits (see Section 6).
5. Refund Processing Time
5.1 Investigation Period
- Simple Claims: Resolved within 2-3 business days
- Complex Claims: May take up to 14 business days
- Damage Claims: May require independent assessment (up to 21 days)
5.2 Payment Processing
Once approved, refunds will be processed as follows:
- Cash Payments: Immediate cash refund or check within 5 business days
- Card Payments: Refunded to original payment method within 5-10 business days
- Digital Payments: Processed within 3-5 business days
- Account Credits: Applied immediately
Note: Your bank or card issuer may take additional time to process the refund.
6. Compensation Limits for Damaged Items
6.1 Standard Items
For items not declared as high-value:
- Maximum Compensation: 10 times the cleaning charge, up to £100 per item
- Basis: Fair market value or replacement cost, whichever is lower
- Depreciation: Age and condition of item will be considered
6.2 High-Value Items
Items valued over £500 must be declared at drop-off:
- Declaration Required: Must be made in writing with proof of value
- Additional Fee: Insurance surcharge of 5% of declared value
- Maximum Compensation: Up to declared value, maximum £2,000 per item
- Documentation: Original receipt or professional appraisal required
6.3 Items Not Eligible for Compensation
We are not liable for damage to:
- Items with pre-existing damage or wear
- Buttons, beads, sequins, or decorative trimmings
- Items with manufacturing defects
- Items not suitable for dry cleaning (if care label was missing or ignored)
- Color loss due to fabric instability
- Shrinkage within industry-standard tolerances (2-3%)
7. Circumstances Where Refunds Are Not Provided
Refunds will not be issued in the following situations:
7.1 Customer Responsibility
- Items left in pockets (we are not responsible for lost items)
- Failure to disclose stains or damage at drop-off
- Incorrect care instructions provided by customer
- Items collected more than 30 days after notification
7.2 Inherent Fabric Issues
- Color bleeding due to unstable dyes
- Shrinkage within normal tolerances
- Fabric deterioration due to age or quality
- Manufacturer defects
7.3 Stain Removal Limitations
- Permanent stains that cannot be removed (we will inform you before processing)
- Set-in stains from previous cleaning attempts
- Stains not disclosed at drop-off
7.4 Change of Mind
- Refunds are not provided simply because you changed your mind
- Once processing has begun, cancellation fees may apply
8. Consumer Rights (UK)
Under the Consumer Rights Act 2015, you have legal rights when purchasing services:
8.1 Your Statutory Rights
- Services must be performed with reasonable care and skill
- Services must be provided within a reasonable time
- Charges must be reasonable if not agreed in advance
- Information provided must not be misleading
8.2 Remedies Available
If we fail to meet these standards, you may be entitled to:
- Require us to repeat or fix the service
- Receive a price reduction
- Claim compensation for damage caused
8.3 Time Limits
- Claims must be made within a reasonable time
- Legal action must be initiated within 6 years of the issue
Important: This Refund Policy does not affect your statutory rights under UK law.
9. Dispute Resolution
9.1 Internal Resolution
We aim to resolve all disputes amicably:
- Initial Contact: Speak with our customer service team
- Manager Review: Request escalation to management if unresolved
- Formal Complaint: Submit a written complaint for formal review
9.2 Alternative Dispute Resolution
If we cannot resolve your complaint internally, you may use:
- Retail Ombudsman: Independent dispute resolution service
- Citizens Advice: Free advice on consumer rights
- Trading Standards: For serious breaches of consumer law
9.3 Small Claims Court
For claims under £10,000, you may pursue action through the Small Claims Court.
10. Special Circumstances
10.1 Wedding Dresses and Special Occasion Wear
- Special handling and insurance available
- Higher compensation limits with additional insurance
- Extended processing time may apply
10.2 Commercial Accounts
- Different terms may apply for business customers
- Refund terms outlined in commercial agreements
10.3 Promotional Services
- Discounted or promotional services may have modified refund terms
- Specific terms will be communicated at time of promotion
11. Refund Policy Updates
We may update this Refund Policy from time to time. Changes will be:
- Posted on our website with a new "Last Updated" date
- Available at our physical location
- Applied to services provided after the update date
Significant changes will be communicated to registered customers via email.
12. Contact Information
For refund requests, questions, or complaints, please contact us:
13. Additional Resources
For more information about your consumer rights: