Fair outcomes, every time.

Our promise

We want every order to come back fresh, clean and on time. If something goes wrong, tell us within 48 hours of delivery and we will put it right. Depending on the situation that means re-cleaning the item at no charge, a credit to your account, or a refund to your original payment method.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If our service fails to meet a consumer guarantee, you are entitled to a remedy under New Zealand law.

Re-cleaning first

If you are not happy with the cleaning quality, contact us within 48 hours with your order number and a photo of the issue. In most cases we will collect and re-clean the item free of charge. A re-clean is always our first step, because most concerns can be resolved this way.

Refunds and credits

If a re-clean is not possible or does not resolve the issue, we will offer an account credit or a refund for the affected items. Approved refunds are processed to your original payment method within 5–10 working days.

Delivery fees are refunded when the issue was caused by us, for example a missed delivery window or an item returned in an unacceptable condition.

Lost or damaged items

Please check your order on delivery and report any missing or damaged items within 48 hours. We keep records of every order and will investigate promptly.

Where an item is confirmed lost or damaged through our handling, we will compensate you up to ten times the cleaning charge for that item, or its fair market value (whichever is lower), taking age and wear into account. Please keep proof of purchase where possible, as it helps us settle claims quickly and fairly.

What is not covered

We cannot accept responsibility for damage caused by pre-existing wear, weak or broken stitching, colour run from unstable dyes, shrinkage where care labels were incorrect or missing, or items left in pockets. Items cleaned against our care advice, at your request, are cleaned at your risk.

Delicate, vintage, beaded or high-value items should be flagged when you book so we can confirm the right care approach before cleaning.

Cancellations

You can cancel or reschedule a booking free of charge up to 2 hours before your pickup window starts. Cancellations after the driver has been dispatched may incur a $10 call-out fee.

How to make a claim

Email info@acelaundry.co.nz or call 0210 800 5882 with your order number, a description of the issue and photos where relevant. We acknowledge all claims within one working day and aim to resolve them within five working days.

Questions?

Email info@acelaundry.co.nz or call 0210 800 5882. You can also visit us at 93 Lansford Crescent, Avondale, Auckland 0600.