Laundr Refund Policy

Last updated: 02/06/2026

This Refund Policy explains when Laundr may offer a refund, partial refund, re-clean, credit or other resolution.

By placing an order or subscribing to a Laundr plan, you agree to this Refund Policy, our Terms & Conditions, Laundry Care Policy, Subscription & Cancellation Policy and Collection & Delivery Policy.

Nothing in this policy affects your legal rights.

1. Our Approach

Laundr aims to provide a reliable laundry collection, cleaning and delivery service with reasonable care and skill.

If something goes wrong, we will review the issue fairly and may offer one or more of the following depending on the circumstances:

• re-cleaning
• account credit
• partial refund
• full refund
• replacement bag credit
• fair compensation
• another suitable resolution

The outcome will depend on what happened, the evidence available, and whether the issue was caused by Laundr, the customer, the item itself, or circumstances outside our reasonable control.

2. When Refunds May Be Offered

A refund, partial refund or credit may be considered where:

• Laundr fails to collect your laundry due to an issue caused by us;
• Laundr fails to deliver your laundry due to an issue caused by us;
• your order is cancelled by Laundr before service is provided;
• you are charged incorrectly;
• the wrong plan or service is charged due to a Laundr error;
• Laundr is unable to provide the service you paid for;
• an item is lost or damaged and Laundr accepts responsibility;
• the service was not carried out with reasonable care and skill.

Where possible, Laundr may first offer a re-clean or repeat performance if this is suitable and reasonable.

3. When Refunds Are Usually Not Offered

Refunds are usually not provided where the issue is caused by the customer or circumstances outside Laundr’s control.

This includes:

• the customer misses the collection window;
• the customer is unavailable for delivery;
• the address, postcode or contact details are incorrect;
• we cannot access the property;
• the customer does not respond to contact attempts;
• the Laundr bag is not ready at the agreed time;
• the bag is overfilled or cannot close fully;
• the bag contains restricted or prohibited items;
• items are placed outside the Laundr bag without agreement;
• items are unsuitable for standard machine washing or drying;
• care labels are missing, incorrect or unreadable;
• pockets are not emptied;
• stains cannot be removed;
• delays are caused by traffic, weather, access issues, emergencies or events outside our reasonable control;
• a customer changes their mind after the service has started;
• a customer forgets to pause or cancel a subscription before the cut-off time;
• unused weekly collections are not used within the plan period, unless Laundr agrees otherwise.

4. Missed Collections

Customers must ensure their Laundr bag is ready and accessible during the agreed collection window.

If Laundr attends within the collection window but cannot collect due to customer unavailability, access issues, incorrect details, or the bag not being ready, this may be treated as a missed collection.

Missed collections caused by the customer do not automatically qualify for a refund.

Laundr may offer to rebook the collection, subject to availability. A rebooking or failed collection fee may apply.

5. Missed Deliveries

Customers must be available to receive their laundry during the agreed delivery window unless an unattended delivery has been agreed.

If Laundr cannot deliver due to customer unavailability, access issues, incorrect details, or no response, we may arrange redelivery.

A redelivery fee may apply.

Missed deliveries caused by the customer do not automatically qualify for a refund.

6. Subscription Payments

Laundr plans renew automatically unless paused or cancelled in line with our Subscription & Cancellation Policy.

Customers are responsible for pausing or cancelling before the stated cut-off time.

Refunds are usually not provided where:

• the customer forgot to cancel;
• the customer forgot to pause;
• the customer did not use their weekly collection;
• the customer cancelled after the cut-off time;
• the customer chose the wrong plan and did not contact us before the service began.

If you believe you were charged incorrectly, contact us as soon as possible.

7. Cancellations Before Collection

If you cancel before your laundry has been collected and before the relevant cut-off time, you may be eligible for a refund or credit.

If you cancel after the cut-off time, or after Laundr has already started preparing for your collection, a refund may not be available.

Any cancellation rules shown on your plan or checkout page will also apply.

8. Cancellations After Collection

Once your laundry has been collected, the service has started.

Refunds are usually not available after collection unless Laundr is unable to complete the service or Laundr accepts responsibility for a service issue.

Depending on the situation, Laundr may offer a re-clean, credit, partial refund or other resolution.

9. Stains and Cleaning Results

Laundr will make reasonable efforts to clean your laundry properly, but stain removal is not guaranteed.

Refunds are usually not provided for stains that cannot be removed, especially where stains are old, permanent, heat-set, oil-based, dye-based, previously treated, or not declared before collection.

If you are unhappy with the cleaning result, please contact us within 24 hours of delivery. Where appropriate, Laundr may offer a re-clean.

10. Damaged Items

Damaged item claims must be reported within 24 hours of delivery.

To investigate the issue, we may ask for:

• photos of the item;
• photos of the care label;
• item brand and size;
• proof of purchase or value;
• information about the item’s age and condition;
• confirmation of whether the item had been washed before.

Laundr is not responsible for damage caused by:

• pre-existing wear;
• fabric weakness;
• incorrect care labels;
• missing or unreadable care labels;
• manufacturer defects;
• unsuitable items;
• restricted or prohibited items;
• items placed in the bag without prior agreement;
• customer failure to check care labels;
• customer failure to separate delicate or colour-sensitive items;
• normal laundry risks such as minor fading, bobbling, shrinkage or wear.

Where Laundr accepts responsibility, we may offer repair, replacement, credit, refund, fair compensation or another suitable resolution.

11. Lost Items

Missing item claims must be reported within 24 hours of delivery.

To investigate a missing item, we may ask for:

• item description;
• brand;
• size;
• colour;
• photos;
• proof of purchase or value;
• evidence that the item was included in the collection.

Laundr is not responsible for missing items unless there is reasonable evidence that the item was collected by Laundr and lost while in Laundr’s care.

Laundr is not responsible for items left in pockets, items not placed in the Laundr bag, items lost before collection, or items missing after an authorised unattended delivery.

12. Overfilled Bags and Extra Items

Each Laundr bag must close fully and stay within the allowance shown on the plan.

If a bag is overfilled, too heavy, cannot close fully, or contains items outside the selected plan, Laundr may:

• refuse collection;
• process only part of the bag;
• delay the order;
• charge for an additional bag;
• charge an extra fee;
• contact the customer for instructions.

Refunds are not usually provided where the issue is caused by overfilled bags or items outside the selected plan.

13. Restricted or Prohibited Items

Refunds are not usually provided for issues caused by restricted, prohibited, delicate, specialist, high-value, contaminated or unsafe items being placed in the Laundr bag without prior agreement.

This includes items such as:

• dry-clean-only items;
• delicate fabrics;
• silk, cashmere, wool, leather, suede or fur;
• duvets, pillows or bulky bedding unless agreed;
• shoes or bags;
• designer, luxury, sentimental or irreplaceable items;
• pet bedding or items heavily covered in pet hair;
• heavily soiled, mouldy, contaminated or unsafe items.

Please check our Laundr Bag Guide and Laundry Care Policy before your first collection.

14. Unattended Collection or Delivery

If a customer requests or allows unattended collection or delivery, the customer accepts responsibility for the bag once it is left in or collected from the agreed location.

Laundr is not responsible for theft, loss, weather damage, tampering or third-party interference after delivery to an agreed safe place, concierge, hallway, porch, reception, doorstep or similar location.

Refunds are not usually provided for issues that occur after an authorised unattended delivery.

15. How Refunds Are Processed

If a refund is approved, it will usually be processed back to the original payment method.

Processing times may depend on your bank, card provider or payment provider.

Refunds may take several working days to appear in your account after they have been issued.

16. How to Request a Refund or Resolution

To request a refund, credit, re-clean or investigation, contact us as soon as possible.

Email: support@laundr.uk

Phone/WhatsApp: 07426 151042

Please include:

• your full name;
• order number if available;
• postcode;
• plan name;
• collection or delivery date;
• a clear description of the issue;
• photos where relevant;
• proof of purchase or value where relevant.

We aim to review refund requests fairly and respond as soon as possible during our support hours.

17. Support Hours

Monday to Sunday: 10:00–18:00

Messages received outside support hours will be answered as soon as possible during the next service period.

18. Full Terms

This Refund Policy should be read alongside our:

• Terms & Conditions;
• Laundry Care Policy;
• Subscription & Cancellation Policy;
• Collection & Delivery Policy;
• Privacy Policy.

By using Laundr, you agree to this Refund Policy and our wider service terms.