Terms & Conditions

Welcome

At Neatex Dry Cleaning & Laundry, we are committed to providing professional, reliable and high-quality dry cleaning and laundry services.

Every garment entrusted to us is treated with the greatest care and cleaned using professional processes and industry best practice. While every reasonable effort is made to achieve the best possible results, some fabrics, dyes, trims and garment constructions carry inherent risks that cannot always be identified or prevented.

These Terms & Conditions explain how we process garments, handle complaints and assess liability. By using our services, you agree to the following terms.

Owner’s Risk Items

Some garments carry an increased risk during cleaning due to their age, condition or construction. The following items are accepted at the customer’s own risk:

• Garments without a care label.

• Garments with missing, damaged or unreadable care instructions.

• Leather, suede and fur garments.

• Garments containing leather, suede or fur trims.

• Vintage or antique garments.

• Delicate fabrics including silk, cashmere, velvet, lace and viscose.

• Garments with beads, sequins, rhinestones, decorative trims, buttons, buckles or embellishments.

• Weak, worn or ageing fabrics.

• Garments with existing damage, loose stitching or weakened fibres.

• Garments that have previously been altered, repaired or cleaned elsewhere.

• Garments requiring repeated stain treatment.

• Any item specifically accepted as Owner’s Risk.

Acceptance of an item does not guarantee that every stain can be removed or that no change will occur during the cleaning process.

Care Labels

Where possible, garments are cleaned according to the manufacturer’s care instructions. Neatex cannot normally accept responsibility where damage results from:

• Missing or unreadable care labels.

• Incorrect or misleading care instructions supplied by the manufacturer.

• Manufacturing faults.

• Unstable dyes or unsuitable materials used during production.

Wash & Fold Service

Our Wash & Fold service is designed for everyday machine washable clothing only.

Items submitted under this service are processed in bulk and are not individually inspected for care labels, fabric composition or special washing instructions.

It is the customer’s responsibility to ensure that every item included in a Wash & Fold order is suitable for normal machine washing and tumble drying.

Neatex is not responsible for garments that are incorrectly included within a Wash & Fold order where they:

• Require dry cleaning.

• Require hand washing.

• Require specialist cleaning.

• Have special care instructions that were not disclosed.

• Shrink, lose colour, become misshapen or are otherwise damaged because they were unsuitable for standard Wash & Fold processing.

If you are unsure whether an item is suitable, please speak to a member of our team before handing it in.

Stain Removal

We use professional stain removal techniques and always aim to achieve the best possible result.

However, stain removal cannot be guaranteed.

Certain stains may become permanent due to age, heat, oxidation, previous treatment, fabric composition or the nature of the stain itself.

Repeated stain treatment may increase the risk of colour loss, shrinkage or fabric damage.

Items Left in Pockets

Customers are responsible for checking all garments before they are handed to Neatex.

Neatex cannot accept responsibility for damage caused by items left inside pockets, including but not limited to:

• Pens

• Tissues

• Cosmetics

• Keys

• Coins

• Jewellery

• Cards

• Sharp objects

• Electronic devices

• Other personal belongings

Loss or Damage

If an item is lost or damaged, Neatex will investigate the matter promptly and fairly.

Where loss or damage results from our failure to exercise reasonable care and skill, we will accept responsibility in accordance with applicable UK consumer law.

Neatex will not normally be responsible where loss or damage results from:

• Following the manufacturer’s care instructions.

• Missing or incorrect care labels.

• Manufacturing defects.

• Pre-existing damage.

• Weak or ageing fabrics.

• Unstable dyes.

• Natural shrinkage.

• Fabric deterioration revealed during cleaning.

• Damage resulting from repeated stain treatment.

• Decorative finishes, pleats or crinkles changing during cleaning.

• Matching garments such as suits where only one item is affected.

• Items left inside pockets.

Complaints

Any complaint should be reported within 48 hours of collection or delivery, wherever reasonably possible.

The garment must:

• Not have been worn after collection.

• Be returned in the same condition.

• Remain in its original packaging where reasonably possible.

Please contact:

Email: neatexd@gmail.com

Or speak with a member of our team in store.

Complaints reported after 48 hours may be more difficult to investigate. This does not affect your statutory rights.

Compensation

Where Neatex accepts liability, compensation will be assessed fairly and will be limited to the lower of:

• Ten (10) times the cleaning charge paid for the garment; or

• The fair depreciated value of the garment, taking into account its age, condition, original purchase price and any available proof of purchase.

Neatex does not replace used garments with brand new garments.

Customers may be asked to provide proof of purchase or other evidence of value before compensation is agreed.

Once compensation has been agreed and paid in full, ownership of the garment transfers to Neatex. The garment will not be returned to the customer and may be retained, recycled or donated to charity at Neatex’s discretion.

Collection & Delivery

Collection and delivery services are subject to availability.

The minimum order value for collection and delivery is £25.

Customers are responsible for ensuring someone is available during the agreed collection or delivery time.

Neatex cannot accept responsibility for delays caused by incorrect addresses, restricted access, customer unavailability or circumstances beyond our reasonable control.

Uncollected Items

Garments not collected within 90 days of completion may be donated, recycled or otherwise disposed of at Neatex’s discretion.

Where possible, reasonable attempts will be made to contact the customer before this takes place.

Summary Policy

Contact

Neatex Dry Cleaning & Laundry

Professional Dry Cleaning, Laundry, Wash & Fold, Ironing, Alterations, Commercial Laundry, Airbnb Linen, Hotel Linen, Collection & Delivery.

Email: neatexd@gmail.com