Last updated 6 July 2026. EverFresh Laundry Ltd (Company Number 16280349), 42 Silverweed Road, Chatham, Kent, ME5 0QX.
We handle every item with care. This policy explains how to make a claim if damage occurs.
This policy sits alongside our full Terms and Conditions.
Covered: tears, snags, or holes caused during handling; shrinkage of items with correct care labels; colour bleeding when care instructions were followed; missing items after collection; damage to buttons, zips, or embellishments during cleaning.
Not covered: pre-existing wear or damage, age-related deterioration, manufacturing defects, damage from incorrect care labels, items with sentimental value not disclosed at booking, items left in pockets.
Notify us within 14 days of receiving your order. Later claims are not accepted except in exceptional circumstances.
Email hello@everfreshlaundry.com with "Damage Claim" and your order reference in the subject line.
Include: your name, booking reference, date of collection and delivery, photos of the damage, photos of care labels, original purchase price and receipt if available, and a brief description of what happened.
We acknowledge claims within 2 working hours during opening times.
A senior team member reviews the claim and may request additional information or inspection.
We complete investigation and respond within 7 working days.
Where a claim is accepted, we may offer repair or restoration, reasonable compensation, or refund of the cleaning charge.
Standard maximum: 10 times the cleaning charge, or £250, whichever is lower, per item.
For items with disclosed exceptional value (over £250), compensation may go up to the disclosed value, subject to our insurance policy limits.
Compensation takes into account age, condition, and wear.
We explain in writing.
You may request a senior manager review, contact Trading Standards through Citizens Advice, or refer to Retail ADR (retailadr.org.uk).
Your statutory rights under UK consumer law are unaffected.
Provide accurate care instructions at booking.
Check pockets before you bag items.
Disclose exceptional value items.
Tell us about pre-existing conditions.
Claims: hello@everfreshlaundry.com
Phone: 01634 303814
Post: EverFresh Laundry Ltd, 42 Silverweed Road, Chatham, Kent, ME5 0QX