Refund & Complaints Policy.

1. Our Commitment

Laundre Maison aims to deliver a premium, reliable and professional garment care experience. If something goes wrong, we will review the matter fairly and promptly.

2. Reporting an Issue

Any complaint, damage claim, missing item claim or refund request must be reported within 24 hours of delivery. Customers should provide:

• Order number
• Clear description of the issue
• Photographs where relevant
• Proof of value for high-value claims where requested

3. Re-clean Policy

Where appropriate, we may offer one complimentary re-clean before considering a refund. A re-clean must be requested within the reporting period and the item must not have been worn or used after delivery.

4. Refund Eligibility

Refunds may be considered where the service was not provided as agreed, an item is confirmed lost, or damage is accepted as resulting from our handling. Refunds are assessed on a case-by-case basis.

5. Non-Refundable Circumstances

We do not normally provide refunds or compensation for:

• Pre-existing stains, damage, weakness, wear or tear
• Manufacturer defects or incorrect care labels
• Colour loss, shrinkage or fabric bleeding due to material sensitivity
• Items left in pockets
• Issues reported more than 24 hours after delivery
• Customer error, missed collection or incorrect address information

6. Lost or Missing Items

Missing item claims will be investigated using order records, collection notes and delivery information. If an item is confirmed lost and liability is accepted, compensation will follow the limits in our Terms & Conditions.

7. Compensation Limits

Where compensation is approved, it is limited to a maximum of five times the cleaning charge for the affected item and will not exceed reasonable market value after considering age, condition, wear and proof of purchase.

8. Timelines

We aim to acknowledge complaints promptly and complete investigations within a reasonable timeframe. Complex claims may take longer if further evidence or third-party review is required.

9. Abuse & Fraudulent Claims

We reserve the right to refuse service, reject claims or close accounts where we reasonably suspect abusive behaviour, repeated misuse, dishonesty or fraudulent claims.

10. Contact

Complaints and refund requests should be sent to support@laundremaison.com.

This document is provided for customer information and should be reviewed periodically as the business and services develop.