Refund, Re-Clean & Cancellation Policy

Effective from: 1st January 2026

At Hyper Laundry Ltd, we take pride in delivering exceptional garment care. This policy outlines our procedures regarding quality concerns, repeat cleaning, order cancellations, and refunds.

Statutory Rights Protected: Nothing in this policy excludes, limits, or restricts any rights you hold under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Re-Clean Guarantee (Repeat Performance)

In accordance with Section 55 of the Consumer Rights Act 2015, where a service has not been performed with reasonable care and skill, customers are entitled to repeat performance:

• Notification Window: If you are dissatisfied with the cleaning, laundering, or pressing of an item, please notify us within 48 hours of in-store collection or delivery.
• Free Re-Clean: We will re-clean, re-wash, or re-press the item free of charge. Items submitted for a re-clean must remain unworn and in their original packaging with our identification tags attached.
• Inherent Stain Exclusions: As outlined in our Garment Care Policy, certain aged, oxidised, or heat-set stains cannot be fully removed without causing structural fabric damage or colour bleeding. A re-clean will not be performed if our technicians determine that further treatment presents a high risk of permanent fabric destruction.

2. Refunds & Price Reductions

Under UK consumer law, laundry and dry cleaning are bespoke services executed upon handover. Consequently:

• Refunds are not issued simply for a change of mind once processing has commenced.
• Where a service issue cannot be resolved via our Re-Clean Guarantee—or where repeat performance cannot be completed within a reasonable time or without significant inconvenience to you—we will assess the order for a partial or full refund (price reduction) under Section 56 of the Consumer Rights Act 2015.
• Approved Refunds: Approved refunds will be remitted to the original payment method within 5–7 working days. If you prefer, refunds may also be accepted as Store Credit with an added 10% bonus value.

3. Collection & Delivery Cancellations

We plan our driver routes carefully across West London to maintain prompt and free collection and delivery.

• Advance Cancellation: You may cancel or reschedule a booked collection or delivery free of charge up to 2 hours prior to your scheduled collection window.
• Late Cancellation & Missed Collections: Cancellations made with less than 2 hours' notice, or instances where our driver arrives during the confirmed window and no one is available to hand over or receive items, may be subject to a £10 missed collection fee to offset dedicated driver time and route scheduling costs.

4. Turnaround Times & Service Estimates

• Stated turnaround times (typically 24–48 hours) are estimates and do not form part of a strict contractual deadline unless agreed in writing in advance.
• During high-volume periods or where garments require delicate, multi-stage specialist treatment, processing may take longer.
• Service delays do not qualify for cancellation or automatic refunds unless the delay exceeds 5 working days past the estimated completion date without prior notification.

5. Disputes & Raising a Claim

To request a re-clean, report a delivery issue, or request a refund review, please contact our management team:

• Email: [email protected]
• Telephone: 020 8058 8207
• Information Required: Please include your order number, a brief explanation of the concern, and clear photographs showing the tags and issue.

These terms are governed by the laws of England and Wales. Any disputes not resolved informally shall be subject to the exclusive jurisdiction of the courts of England and Wales.