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Terms and Conditions
Prima Cleaners limited follow standards and policies set forth by the TSA ( Textiles services Association). These policies are standard to all dry cleaners, including dry cleaning stores.
At Prima Cleaners our rules stipulate that the care label instructions on our customer’s garments should be adhered to at all times in the cleaning process. Any garments with no care labels, or labels which are deemed unsatisfactory to TSA standards, will only be cleaned at the owners risk.
Therefore all responsibility will rest with the customer to seek explanation or compensation with the manufacturer. In some cases we may ﬁll conﬁdent that the care label attached is incorrect, or for items with no care label, will automatically select the most suitable cleaning method for that particular garment/cloth depending on fabric content, trimmings and accessories, and natural characteristics of the garment without advising the customer of this decision. This decision will be applied with the years of knowledge and expertise to provide the best procedure for that particular cloth in our professional opinion. Should our selected cleaning methods prove to be incorrect if and when a complaint arises, an independent tester will be required to determine the cause of the damage. Once a report is provided by the independent tester, a full refund of the test together with a refund of the garment will be given should the report suggest in any way or form that our selected cleaning methods were in correct and the probable cause for this damage. We exercise the utmost care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials which may result in tears or development of small holes in fabric that are not readily apparent prior to processing. We are not responsible for sun fading, colour loss due to non-fastness , wear and tear and shrinkage, colour bleeding or damage due to weak and tender ﬁbres and fabrics possibly damage by UV light or colour loss due to perspiration and perfume. Prima cleaners will always be wary of garments made using extreme colour differences on one garment i.e a black cloth together on the same garment with white cloth. These garments as always will be treated exactly as recommended on the care label a ached being the manufacturer’s instructions but we cannot be he ld responsible should the darker fabric bleed colour into the lighter fabric area as we recognise this to be poor manufacturing and responsibility will lie with the manufacturer. The above applies to the dry cleaning and wet cleaning processes.
Much as we would dearly love to guarantee to our customers the removal of every mark and stain from every type of material, we are unfortunately to do so. We there for advice our customers to be extremely wary of any company that makes such a promise. We advise that you should know the stain content, this should be pointed out to our counter staff when depositing your item at any of our branches. The chances of stain removal are reduced is any non-professional techniques have been applied such as the use of water or soda. Also, it is advisable that you use a reputable dry cleaner at the ﬁrst instance as incorrect treatment of stains may help them to set therefore making them less possible to remove the second time. We treat problematic stains with great caution but sometimes to achieve results we need to use harsher techniques and chemicals. Should be arise we will contact you before going ahead as certain stain removals can only be done at the customers own risk. We may not be able to guarantee the results. Delicate materials can be easily damaged by irresponsible over-treatment inappropriate agents. These items will be looked over and if necessary dealt with by the owners themselves over our most experienced staff, applying the best methods and safest options. We will use our experience to recognise when to stop before causing damage to the garment. Should we decide that there should be no further treatment, a “Stain Ticket” will be attached to advise you to this. Should you wish further treatment after this advice, although will be happy to assist, this will be at your own risk. What we can guarantee our customers is that we will always strive to achieve the best possible results (in many cases this will indeed be a completely clean rejuvenated garment) without risking damage to the delicate materials.
Suede & Leather
Suede & Leather garments are examples of materials that have inherent weaknesses or defects in the material. They are subject to natural ﬂaws. We cannot take responsibility for colour imbalance or change. Unlike fabrics, all skin garments will age a er cleaning. All suede’s & leathers are not given to a third party, are cleaned by Prima Cleaners.
Trimmings – Buttons, beads, belts etc.
Although we are unable to accept responsibility for loss or damage to beads, crystals, sequins, buttons, diamante’s, pearls, buckles etc., due to their inherent unsuitability for dry cleaning – wet cleaning, we have unrivalled skill and experience in identifying the most appropriate cleaning methods for each speciﬁc piece having examined it’s decora ve components. This is a design issue rather than a cleaning one – we have to rely to certain extent on the fact that the dressmaker / manufacturer has a ached the beads which are suitable for dry cleaning – wet cleaning, although we will of course do our best to check and test the components before cleaning. All such items are cleaned at the owner’s risk, as Prima Cleaners will not take responsibility under any circumstances.
We will provide you with forms or these may be downloaded from our website to be completed fully before the driver arrives to collect your items. Please complete all sections of this form as we cannot accept responsibility for any errors as a result of lack of information regarding services required nor we can accept responsibility for incorrect or no instructions as to deliver times/dates or which branch you request to collect from. Items not listed may not be returned an d may be held until claimed. Items deposited without a form attached and no information as to its owners may also be held un l claimed. No responsibility will be held for such items. Once your order has reached our shop via our drivers, your items will be checked and counted against your completed form and should there be any discrepancies, we will try to contact you and inform you on these. It is advisable that you leave a mobile phone number as all calls of this nature will be during oﬃce hours Monday to Friday. If we ar e unable to make a contact, we may decide at our own discretion to continue processing your order and internally note the discrepancy or in some cases our discretion, we may feel it not advisable to continue with the order and wait until contact is made or further notice. We will not be responsible for incorrectly counted items and incorrectly completed forms, resulting in less or additional items to be processed than noted originally by the customer. Our collection and delivery times are between 9am-12noon, 12noon-3pm, 3pm-6pm, and then ﬁnally 6pm-9pm Monday to Friday. We ask our customers to choose a time slot that suits them when completing the form and we will do our best to make sure that this time slot is met when collecting or delivering your items. If you do not select a time slot we will call at your premises when we believe will be suitable to you or ourselves depending on our route. Special request for different me slots may be accepted but may not always be possible. Please underst and that these are me slots and not appointment times. All items collected will normally be delivered after 48 hours at the earliest in most circumstances a standard rule. If after placing the order, a customer becomes aware the driver will not be able to collect or deliver to their address at the chosen time due to any circumstances, the customer must inform the company as soon as possible. The company will endeavor to agree another convenient me and date. If the driver visits the address within the schedule me slot and there is no response or is unable to gain access, the items will be delivered to your local Prima branch. Collection and Delivery are free of charge. The company reserves the right to not accept an order or cancel an order if there is a reason to suspect staff may be at risk of physical or verbal abuse. We accept all methods of payment in the form of cash, cheque or cards. In the event of payment could not be made or been refused, Prima cleaners has the right to refuse the items to be returned to the customer until payment has been received.
Loss and Damage Policy
In the unlikely event of damage please inform us within 48 hours or receiving your garment. If needed we will pick up your garment, investigate and contact within 24 hours. Count discrepancies must be reported within 48 hours of collecting or delivery of your items. After that we will not assume responsibility for items subsequently reported missing. On observation of an item returned for possible damage due to our processes, we may immediately accept responsibility and offer fair compensation after close inspection and our experienced knowledge applied. However, although we are able to make a most deﬁnite assumption in most cases as to the cause of a damage item, circumstances may arise that we are unaware of and may not have a possible explanation to the cause complaint. If it is unclear who is responsible for the damage, we will arrange for an independent analysis by a fabric care research laboratory http://www.ltcworldw ide.com. Resolution will be made base upon the lab’s report. Should a r eport from the independent tester suggest in any way shape or form that the damage caused is due to our cleaning processes, we will compensate fully for the item and the cost of the report where applicable. In some circumstances when a report is not required Prima cleaners may feel that a credit note rather than a cheque may be the only compensation available for paricular cases and will exercise the right to do so at their discretion. Right to refuse Prima cleaners reserve the right to refuse our service to any customer. Pricing Prima cleaners reserves the right to change prices at any me without no ﬁca on and is not responsible for errors on the website related to pricing.
PRIMA CLEANERS WILL HOLD YOUR ITEMS FOR 6 MONTHS BEFORE WE DONATE THEM TO A CHARITY
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.