Service Guarantee & Claims Policy

1. A Note on Our Garment Care Process and Refund Policy

At The Preeners Dry Cleaners & Clothing Care, we take pride in providing professional garment and textile care services backed by decades of industry experience and a commitment to quality. Our goal is to restore and maintain garments and household textiles while preserving their original color, size, shape, texture, and appearance whenever possible. Whenever appropriate, we follow the care label instructions provided by designers and manufacturers. These labels serve as the manufacturer’s guidance that the item may be cleaned according to the instructions provided. Our primary objective is to return each garment or household item in the best possible wearable or usable condition so that our customers may continue to enjoy them for years to come. If we determine that an item cannot be returned to a wearable or usable condition, such as a garment with a permanent stain or damage that cannot be corrected through professional treatment, The Preeners Dry Cleaners & Clothing Care may, at its sole discretion, provide a partial or full refund based on the circumstances of the individual case. If an item has been professionally processed, pressed, and returned in a wearable condition but retains a minor stain, blemish, or imperfection that cannot be safely removed without risking damage to the fabric, charges will still apply for the services performed.

Items Without Care Labels or With Complex Stains

When an item does not contain a care label, The Preeners Dry Cleaners & Clothing Care relies upon professional experience and industry best practices to determine the most appropriate care method. In certain situations involving specialty fabrics, delicate materials, embellishments, unusual construction, or elevated risk, customer authorization may be required prior to processing. Some items may require a signed consent form acknowledging the risks associated with proceeding without manufacturer guidance. For common and routinely serviced items such as cotton garments, laundered shirts, wool trousers, and standard silk garments, consent is generally not required. In certain circumstances, The Preeners Dry Cleaners & Clothing Care may recommend a care method that differs from the manufacturer’s instructions if professional experience suggests that an alternative process may provide a superior outcome. When appropriate, these situations will be discussed with the customer before services are performed. If a customer authorizes a cleaning method and the item is affected by the approved process, charges will still apply for the services rendered.

Pre-Existing Conditions and Limitations

Certain conditions cannot be corrected through professional garment care and may become apparent during processing. Examples include:

• Delustered fabric: loss of surface texture or sheen caused by wear, friction, handbags, rubbing, or previous stain removal attempts.
• Color loss: damage caused by bleach, cosmetics, chemicals, food products, cleaning agents, or other substances that permanently affect dyes.
• Yarn slippage: movement of fabric yarns due to wear, aging, pressure, or repeated use.
• Small holes, tears, and weak areas: damage caused by age, wear, insects, sunlight exposure, fabric deterioration, or previous repairs.

The Preeners Dry Cleaners & Clothing Care makes every reasonable effort to identify and document visible pre-existing conditions during intake. Charges will still apply when services are performed on items containing pre-existing conditions that do not render the item unusable.

2. Notification and Rework Process

Customers must notify The Preeners Dry Cleaners & Clothing Care within fourteen (14) days of the order due date regarding any concern, claim, or request for rework. The Preeners Dry Cleaners & Clothing Care must be given the opportunity to inspect, evaluate, and attempt to remedy the issue. Remedies may include re-cleaning, refinishing, repair, or other corrective actions deemed appropriate. Whenever possible, items should remain in their original The Preeners Dry Cleaners & Clothing Care packaging until evaluation is completed. Claims submitted after the fourteen (14) day period may be denied or considered solely at the discretion of The Preeners Dry Cleaners & Clothing Care. Repairs may be performed by The Preeners Dry Cleaners & Clothing Care’s alterations department or trusted alteration specialists selected by The Preeners Dry Cleaners & Clothing Care. Replacement materials may differ from the original but will be of similar or greater quality whenever reasonably available. If a customer declines to return an item for inspection and remediation, The Preeners Dry Cleaners & Clothing Care reserves the right to deny the claim.

3. Garment Evaluation and Fault Determination

If The Preeners Dry Cleaners & Clothing Care determines that an item cannot reasonably be restored to wearable or usable condition, an evaluation may be conducted by The Preeners Dry Cleaners & Clothing Care, an industry consultant, or another qualified professional. Based upon that evaluation, one of the following determinations may apply.

A. Manufacturer Defect

If the issue is determined to be the result of a manufacturing defect, fabric defect, construction issue, or an item that is inherently unserviceable under normal care conditions, The Preeners Dry Cleaners & Clothing Care will assist the customer in pursuing a resolution with the retailer, manufacturer, or designer. Documentation may be provided to support replacement or reimbursement requests.

B. Customer-Caused Damage

Damage resulting from normal wear and tear, aging, environmental exposure, consumer products, infestation, improper storage, or prior treatment is the responsibility of the customer. The item will be returned along with an explanation of the findings.

C. The Preeners Dry Cleaners & Clothing Care Responsibility, Including Lost Items

If The Preeners Dry Cleaners & Clothing Care is determined to be responsible for damage or loss, compensation shall be based on the Fair Market Value (FMV) of the item as determined by recognized industry standards, including the American National Standard (ANS) Fair Claims Guide. Compensation may be provided in the form of store credit, a replacement garment, or monetary reimbursement. The method of compensation shall be determined at the sole discretion of The Preeners Dry Cleaners & Clothing Care. The Preeners Dry Cleaners & Clothing Care reserves the right to retain possession of any item for which reimbursement or replacement has been provided. Original cleaning charges remain due and payable even when reimbursement or replacement is provided.

Limitation of Liability

Unless otherwise required by law, The Preeners Dry Cleaners & Clothing Care’s liability shall not exceed ten (10) times the cleaning charge for the item in question or the Fair Market Value determined under industry standards, whichever is less.

Furs, Leathers, and Suedes

Leather, suede, and fur garments are natural products and may react unpredictably to professional care processes despite the use of industry-approved techniques. Because these items cannot be fully pre-tested, The Preeners Dry Cleaners & Clothing Care’s maximum liability for fur, leather, and suede garments shall be limited to $250 per garment. Customers are encouraged to maintain appropriate homeowners, renters, or personal property insurance coverage for high-value items.

D. Undetermined Cause

If the cause of damage cannot be conclusively determined, The Preeners Dry Cleaners & Clothing Care will work in good faith with the customer to reach a fair and reasonable resolution.

4. Garment Replacement Policy

If The Preeners Dry Cleaners & Clothing Care elects to replace a damaged garment rather than provide store credit or reimbursement, The Preeners Dry Cleaners & Clothing Care reserves the right to determine the retailer, supplier, or source from which the replacement item will be purchased. Replacement items may not be identical but will be reasonably comparable in quality, style, and functionality.

Our Commitment

At The Preeners Dry Cleaners & Clothing Care, customer satisfaction remains a top priority. We are committed to treating every garment with care, professionalism, and attention to detail while working fairly and transparently with our customers whenever concerns arise.

Alterations & Tailoring Service Guarantee

At The Preeners Dry Cleaners & Clothing Care, we are committed to delivering alterations and tailoring services with the highest level of craftsmanship and attention to detail. If a garment altered by The Preeners Dry Cleaners & Clothing Care requires a fit adjustment related to the original alteration, we will gladly review and correct the issue at no additional charge, provided the garment is returned within fourteen (14) days of the completion date. Complimentary adjustments are limited to the scope of the original alteration request. Any additional modifications, style changes, or services not included in the original work order will be treated as new alterations and priced accordingly. For repair services, we stand behind the quality of our work. If a repair performed by The Preeners Dry Cleaners & Clothing Care fails within fourteen (14) days due to workmanship, we will correct the issue at no additional charge. This guarantee does not cover damage resulting from normal wear and tear, misuse, accidents, fabric deterioration, or issues unrelated to the original repair. Because every garment is unique, our tailoring specialists may recommend additional adjustments to achieve the desired fit. Any such recommendations will be discussed and approved prior to completion whenever possible. Our goal is simple: to ensure that every garment entrusted to us is returned looking its best, fitting comfortably, and meeting the expectations of our customers.

Stain Removal & Re-Cleaning Policy

At The Preeners Dry Cleaners & Clothing Care, we understand that stain removal is often one of the most important concerns our customers have when entrusting garments to us. While many stains can be successfully reduced or removed through professional treatment, stain removal can never be guaranteed. The success of stain removal depends on numerous factors, including the type of stain, the fabric composition, dye stability, the age of the stain, previous treatment attempts, heat exposure, and environmental conditions. Because of these variables, it is often impossible to predict the final outcome before a garment has undergone professional processing. Our staff will gladly provide guidance regarding the likelihood of stain removal based on our experience; however, no representation or guarantee can be made regarding the complete removal of any stain. Cleaning and processing charges apply regardless of whether a stain is fully removed, partially removed, or remains unchanged following treatment. Therefore, refunds, discounts, or credits will not be issued solely because a stain could not be completely eliminated. If a customer is dissatisfied with the results, The Preeners Dry Cleaners & Clothing Care will gladly review the garment and determine whether additional treatment may be appropriate. Any re-processing will be evaluated on a case-by-case basis. To qualify for complimentary re-evaluation, the garment must:

• Be returned within fourteen (14) days of the completion date
• Be in unworn condition
• Be accompanied by the original claim ticket whenever possible
• Not have been altered, repaired, or otherwise treated after pickup

Certain garments may present elevated risk due to delicate fabrics, unstable dyes, embellishments, previous damage, unusual stains, or manufacturer limitations. In such cases, The Preeners Dry Cleaners & Clothing Care may require customer authorization before proceeding and may request that an Acknowledgment of Risk form be signed. Our goal is always to achieve the best possible result while protecting the integrity, appearance, and longevity of every garment entrusted to our care.

Additional Terms & Conditions

Force Majeure

The Preeners Dry Cleaners & Clothing Care shall not be responsible for delays, interruptions, or inability to perform services due to circumstances beyond our reasonable control. Such circumstances may include, but are not limited to, severe weather, natural disasters, transportation disruptions, labor disputes, utility outages, government actions, public health emergencies, or other unforeseen events. In such circumstances, The Preeners Dry Cleaners & Clothing Care will make every reasonable effort to communicate with customers and resume normal operations as quickly as possible.

Payment, Storage & Uncollected Items

Payment may be required at the time of drop-off, upon completion of service, or prior to delivery, depending on the nature of the services provided. Customers are encouraged to collect their garments promptly upon notification that services have been completed. The Preeners Dry Cleaners & Clothing Care reserves the right to assess reasonable storage fees for items left uncollected beyond thirty (30) days after notification of completion. Storage fees, if assessed, must be paid in full prior to the release of the garment or item. Items remaining unclaimed after ninety (90) days, despite reasonable efforts to contact the customer using the information provided, may be donated, disposed of, or otherwise handled in accordance with applicable law and industry practices. The Preeners Dry Cleaners & Clothing Care shall have no further liability for items abandoned after this period.

Delivery & Custody

For the convenience of our customers, The Preeners Dry Cleaners & Clothing Care may provide pickup and delivery services directly or through trusted service providers. Once garments are delivered to the customer, an authorized recipient, concierge, front desk personnel, designated delivery location, or other location approved by the customer, responsibility for the items transfers to the customer. Customers who authorize unattended delivery, door delivery, concierge delivery, locker delivery, or delivery without signature assume all associated risks, including loss, theft, weather exposure, or damage occurring after delivery has been completed. Items delivered to apartment concierges, front desks, leasing offices, doormen, mailrooms, package rooms, lockers, or other third-party representatives designated by the customer shall be deemed delivered upon acceptance by such individual or entity.

Garment Care Risks & Service Authorization

By submitting garments, household items, leather goods, suede, fur, wedding attire, or other textiles for service, customers acknowledge that professional garment care involves inherent risks that cannot always be identified prior to processing. These risks may include:

• Fabric weakness due to age or wear
• Hidden damage not visible during intake
• Dye instability, fading, or color migration
• Shrinkage or dimensional changes
• Failure of adhesives, trims, embellishments, linings, or decorative elements
• Damage resulting from previous cleaning methods
• Damage caused by stains, spills, perspiration, chemical exposure, or environmental conditions
• Manufacturer defects or construction issues

Whenever possible, The Preeners Dry Cleaners & Clothing Care follows care label instructions and accepted industry standards. However, certain garments, fabrics, and specialty items may require alternative treatment methods or involve elevated risk. In such situations, The Preeners Dry Cleaners & Clothing Care may discuss available options with the customer and may require verbal or written authorization before proceeding. The Preeners Dry Cleaners & Clothing Care reserves the right to decline service on any item if, in our professional judgment, the risk of damage is excessive or cannot be reasonably managed.

Final Acknowledgment

By using the services of The Preeners Dry Cleaners & Clothing Care, customers acknowledge that they have read, understood, and agreed to these Terms & Conditions, including all policies relating to garment care, alterations, stain removal, claims, delivery, and limitations of liability.