Refund Policy
1. Our Commitment
At Bubbles and Bliss Laundry Services ("we", "us", "our"), we want you to be happy with every order, whether you drop your items off at our Bomaderry premises or use our pickup and delivery service. This Refund Policy explains when you are entitled to a refund, re-clean, or other remedy, and how to make a claim. It should be read together with our Terms and Conditions.
2. Your Rights Under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Among other things, we guarantee that our services will be:
- provided with due care and skill;
- fit for the purpose you told us about; and
- supplied within a reasonable time (where no time was agreed).
If we fail to meet one of these guarantees, you are entitled to a remedy. For a minor failure, we may choose to fix the problem — for example, by re-cleaning the item at no charge. For a major failure, you may choose to cancel the service and receive a refund, or seek compensation for the drop in value of the service. Nothing in this policy limits or excludes your rights under the ACL.
3. When We Will Offer a Remedy
We will offer a re-clean, refund, or compensation (as appropriate) where:
- Items are not cleaned properly — if an item comes back with the same soiling it went in with, or with detergent residue, odour, or similar issues caused by our process, we will re-clean it free of charge in the first instance. If the re-clean does not fix the problem, we will refund the cleaning charge for that item;
- Items are damaged by us — if an item is damaged due to a failure to take reasonable care in our process (for example, being washed contrary to its care label without your instruction), we will compensate you in accordance with clause 6;
- Items are lost by us — if we lose an item while it is in our care, including during pickup or delivery, we will compensate you in accordance with clause 6;
- We fail to provide the service— if we miss a confirmed pickup or delivery without reasonable cause and cannot rearrange it within a reasonable time, any fee paid for that pickup or delivery will be refunded;
- You were overcharged— billing errors will be corrected and any overpayment refunded in full.
4. When a Refund Does Not Apply
Subject always to your ACL rights, we do not offer refunds or compensation for:
- Change of mind— where you simply no longer want the service after your items have been processed;
- Stains that cannot be removed — some stains, marks, and odours are permanent. Where we have treated an item with reasonable care and skill and the stain remains, this is not a service failure and no refund applies. We will tell you where we believe a stain is unlikely to come out, where practical, before processing;
- Pre-existing damage or inherent faults — including weakened or aged fabric, prior colour damage, faulty dyes, damage from items left in pockets, and defects not reasonably detectable before cleaning. Cleaning can reveal or worsen pre-existing conditions (such as shrinkage in aged fabric or fading) without any failure on our part;
- Items cleaned at your risk — items without care labels, or items you asked us to clean contrary to their care label, are processed at your risk as set out in our Terms and Conditions;
- Normal wear and tear— including gradual fading, pilling, and minor wear to trims, buttons, zips, and attachments where reasonable care was taken;
- Failed delivery due to your unavailability— if a delivery cannot be completed because no one was available at the agreed time and no safe-drop location was nominated, the delivery fee is not refundable, and a redelivery fee may apply.
5. Cancelling a Booking
Pickup and delivery bookings: you may cancel or reschedule a pickup at no charge at any time before our driver is dispatched. If a cancellation is made after the driver is en route or on arrival, we may charge a reasonable call-out fee. Once your items have been collected and processing has begun, the order cannot be cancelled, though unprocessed items can be returned on the next available delivery run.
Drop-off orders: you may cancel a drop-off order at no charge at any time before processing begins. Once processing has begun, the order cannot be cancelled and the full charge applies.
Any amount paid in advance for a cancelled booking (where no fee applies) will be refunded in full.
6.How Compensation Is Calculated
Where we accept responsibility for a lost or damaged item, we will offer, at your reasonable election and as appropriate to the failure: a repair of the item, a re-clean, a refund of the cleaning charge, and/or compensation for the item itself.
Compensation for a lost or damaged item is based on the item's reasonable current (depreciated) value — not its replacement-as-new price — taking into account its age and condition. As set out in our Terms and Conditions, and subject to your ACL rights, compensation is capped at the lesser of the item's reasonable depreciated value and ten (10) times the cleaning charge for that item, unless you declared a higher value to us and we accepted it in writing before processing. If you are leaving high-value items with us (such as designer garments, wedding dresses, or leather goods), please tell us before processing so we can agree on handling and cover.
7. How to Make a Claim
To make a claim for a refund, re-clean, or compensation:
1. Contact us within seven (7) days of collecting your items or receiving your delivery. Prompt notice helps us assess the cause fairly — laundry issues become much harder to assess with time;
2. Provide your receipt or docket (or other proof of the order, such as your booking confirmation for pickup and delivery orders);
3. Retain the item in the condition you received it, unwashed and unaltered, and make it available for our inspection. For pickup and delivery customers, we can collect the item on our next run at no charge;
4. We will assess your claim and respond within seven (7) days of inspecting the item. If we need to consult a third party (for example, our dry-cleaning partner or a textile assessment), we will let you know and keep you updated.
8. How Refunds Are Paid
Approved refunds are paid using your original payment method where possible — for example, back to the card used at our terminal, or by bank transfer for cash payments if you prefer not to collect in person. Refunds are processed within seven (7) days of approval. We do not issue refunds as store credit unless you ask for it.
9. If You Are Not Satisfied
If you are unhappy with the outcome of a claim, please raise it with the owner or manager, and we will review the decision. If we still cannot resolve the matter, you may contact NSW Fair Trading on 13 32 20 or at www.fairtrading.nsw.gov.au for free assistance with consumer disputes. Nothing in this policy prevents you from exercising any right or remedy available to you at law.
10. Contact Us
Bubbles and Bliss Laundry Services
54 Sheraton Circuit, Bomaderry NSW 2541
ABN 96 726 785 225
You can reach us at our premises or through the contact details published on this website.