Effective Date: 1 January 2024
At Trusteep Dry Cleaners, we take great pride in the quality of our work. This Return & Refund Policy outlines the procedures for addressing any concerns you may have with our services.
1. Satisfaction Guarantee
We strive to deliver the highest standard of garment care. If you are not completely satisfied with the quality of our cleaning or service, please bring the item back within 48 hours of collection and we will re-clean it free of charge.
2. Claims for Damage or Loss
- All claims for damaged or lost items must be made within 7 days of collection.
- Claims must be accompanied by the original receipt or order number.
- The item in question must be returned to us for inspection.
- We will investigate all claims thoroughly and provide a response within 14 business days.
3. Liability Limitations
- Our maximum liability for any single item is limited to ten (10) times the cleaning charge for that item, or the fair market value of the item (taking into account age, wear and condition), whichever is less.
- We are not liable for damage caused by inherent defects in fabric, pre-existing conditions (e.g., worn fibres, weak seams, colour instability), manufacturer defects, or items with missing/inadequate care labels.
- We are not responsible for items left in pockets, including but not limited to cash, keys, jewellery or electronic devices.
4. Refund Process
If a refund is determined to be appropriate following our investigation:
- Refunds will be processed within 10 business days of the claim being approved.
- Refunds will be issued to the original payment method where possible.
- Cash payments will be refunded in cash or by bank transfer.
- Credit card refunds may take an additional 5-10 business days to appear on your statement.
5. Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- Normal wear and tear or pre-existing damage
- Colour loss, shrinkage, or other issues caused by defective fabric or poor manufacturing
- Items without care labels or with incorrect care labels
- Items not collected within 90 days of completion notification
- Customer dissatisfaction with pricing (prices are displayed in-store and agreed upon at drop-off)
6. Dispute Resolution
If you are unsatisfied with the outcome of your claim, you may escalate the matter to:
- The Dry Cleaning Institute of Australia (DCIA) for independent assessment and arbitration.
- NSW Fair Trading for consumer dispute resolution.
7. Contact Us
To lodge a claim or if you have any questions about this policy, please contact us:
- Email: info@trusteep.com
- Phone: 02 9387 1200
- Address: 142 Bondi Road, Bondi NSW 2026, Australia