Service Terms and Conditions

 In these Terms & Conditions, “we” means Dux Dry Cleaners and “you” means you – our customer

 PAYMENT

  • We don’t accept cheque payments

  • All prices are subject to change from time to time

  • Payment needs to be made to us in full before we can release items back to you

  • We reserve the right to suspend servicing you if old orders remain unpaid

 DROPPING OFF ITEMS

You will be given a ticket. Check the ticket order as count and description is final.

We will require a completed and signed Customer Consent Form to authorise the processing of any item that we consider a risk. We may also request this form to be completed for processing – curtains, leather and suede, wedding/ beaded/evening dresses, and or other household or non-clothing items.

 COLLECTING ITEMS

Lost tickets will require photo ID.

Check your order and count is complete in the store-no liability for missing items once you leave.

Uncollected items may be disposed of after 120 days. We will not be held liable for any loss that you may suffer in such an event. 

 GENERAL EXCLUSIONS

Apologies but we cannot be liable for:

(a) Any item which suffers colour loss / shrinkage/ damage, during the cleaning process, whereby the manufacturer’s care label instructions have been adhered to

(b) Any feather / down filled item

(c) Any accessory attached to or contained within any item. An “accessory” means (but is not limited to) belts, buckles, buttons, broaches, beading, painted logos, leather trims, furs, signs, zips, hoods, collars and inner linings.

(d) Any item which is damaged by any accessory on that item

(e) Any ink marks left behind by our marking system

(f) In the event that any garment / item is lost / damaged by us and is part of a set E.G. two piece suit / furnishings / curtains / upholstery / laundry, We will only compensate for that lost / damaged item that is documented on the customers ticket. We will not compensate for retrospective value of set loss / damage.

(g) Any item that does not show cleaning instructions

(h) Any item that has deliberate crinkles or creased effects on the fabric which are removed during our cleaning process

(i) Any item with faulty adhesives or interfacing which leave a mark after cleaning

(j) Any item which, due to wear and tear or due to its integral nature, is unable to withstand an industrial laundered or dry-cleaned process

(k) Curtains, blinds (venetian, roman) – For the avoidance of doubt we are not responsible for the following:

  • Glued-on trims – many adhesives will not withstand the solvents used in cleaning, especially if affected by exposure to light or if more than one year old

  • Tassels – these may have been weakened by the effects of light

  • Tie-backs – many of these are not designed to be dry-cleaned. Some are stiffened with plastic liners and often glued during make-up for ease of manufacture

  • Weights in the bottoms of curtains – these can be small, round, lead weights or chains that can do untold damage during cleaning as they are smashed against the cage sides during the tumbling action. Customer must remove if possible

  • Swags and tails – these are often cut on the cross (bias) to aid the drape. They can be pulled out of shape during cleaning.

  • Silver and gold painted designs – most pigments only adhere lightly to the surface of the fabric and can be lost during cleaning. Some may survive the first or second clean, but loss can be progressive over each clean, depending on the amount of mechanical action they are subjected to. Please be aware we are not responsible for this loss

  • Flocked velvet may change in nature and become hardened

  • Watermarks contained within the fabric – May not be possible to be removed during cleaning

  • Old or Poor Stitching – May loosen during cleaning

  • Weakened Fabric as a result of ultra violet light exposure – May only be noticeable after they are taken down. Weak fabric may be damaged during cleaning

  • Shrinkage – In the cleaning process may be up to 10%. Stretching post-cleaning may restore some of this length, but they may relax over time.

(l) Household items (doonas, quilts, bedspreads, upholstery covers), leather and suede items

Please note that adhesives, defects and faults which were previously camouflaged in manufacture may become more apparent after the cleaning process, and although every care is taken, we cannot always disguise natural flaws or totally remove adhesives, or stretching techniques employed by the manufacturer. These items may “age” after cleaning. All items are therefore only accepted by us for cleaning at your own risk. 

 CUSTOMER SERVICE

If you are unhappy with our service, please raise this issue with the store that handled your garment.  Official complaints should be submitted in writing within 48 hours.

 CLAIMS

Liability for any reason (including, but not limited to, lost or damaged items) is limited to the lesser of 10 times the cleaning cost or the depreciated value of the item as determined by the Fair Claims Guide. (This can be located at https://www.drycleanersweb.com.au/resources/fair-claims-guide)

We will not be liable for any item(s) not collected more than 120 days after dropping-off such item(s) with us.

  • Any claim settled by us will be on condition that it is accepted by you as full and final settlement

  • We will not be liable for any damage which is not related to or caused by the cleaning process

  • We will not be liable for any claim which is excluded under the General Exclusions paragraph above or if you haven’t followed the process for making a claim under the Customer Service paragraph above

  • We follow the Drycleaning Institute of Australia (DIA) industry guidelines for fair compensation. From these guidelines we would potentially compensate you once liability is proven by us, only once the age, original value and proof of purchase from you is clearly established. We do not replace old for new and therefore need to establish the age, state and condition of the item(s) prior to any compensation being paid out. We will apply a depreciated value to the item(s) as set out by the DIA guidelines.

  • If there is doubt as to the cause of damage to any item then an independent third party will be appointed by the DIA Analysis Centre. The result of such analysis will be final and will form the basis for any compensation due. The costs of any such analysis shall be paid for by the party which the DIA Analysis Centre determines is liable.

 OTHER

We reserve the right to amend these Terms & Conditions without notice. New Terms & Conditions will be made available in our stores and on our web site. These Terms & Conditions do not affect your statutory rights.

© 2019 by Dux Drycleaners