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Damage & Loss Policy

How Cleanitt handles a claim if a garment is lost or damaged while in our care.

Last updated 23 September 2026

Cleanitt takes reasonable care of all garments and items entrusted to us. This policy explains how loss or damage claims are handled.

1. Reporting a Problem

Customers should report any suspected loss or damage as soon as reasonably possible after delivery, along with the order details and photographs where applicable.

2. Investigation

Cleanitt may inspect the garment, order records, photographs, processing information and other relevant details before determining responsibility.

3. When Cleanitt Is Responsible

Where it is reasonably established that an item was lost or damaged due to Cleanitt's handling or processing, Cleanitt will provide an appropriate remedy in accordance with applicable law and the circumstances of the case.

Depending on the situation, the remedy may include:

  • Re-cleaning or reprocessing
  • Reasonable repair
  • Replacement, where appropriate
  • Monetary compensation

4. Items Not Normally Covered

Claims may not be accepted where the issue results from:

  • Pre-existing damage or deterioration
  • Normal wear and tear
  • Fabric weakness or manufacturing defects
  • Colour instability or inherent fabric characteristics
  • Loose buttons, beads, sequins or other embellishments
  • Incorrect care instructions supplied by the manufacturer/customer
  • Personal items left inside pockets
  • Circumstances beyond Cleanitt's reasonable control

5. Proof of Value

For high-value garments, Cleanitt may request reasonable proof of purchase or value, such as an invoice or receipt.

6. Liability

Any compensation will be assessed fairly based on the garment, its condition, age, value, service provided and applicable law.

Nothing in this policy excludes or limits any consumer right or liability that cannot legally be excluded or limited.

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