Right of Refusal

Crest Dry Cleaners reserves the right to refuse service to any customer at the discretion of management.

Services

Crest Dry Cleaners offers the following services: dry cleaning, wash and fold, repairs and alterations, business shirt laundry, household item cleaning, wedding dress cleaning and commercial dry cleaning. We offer a pick up and delivery service, and we also have a number of retail facilities available to customers: https://www.crestdrycleaners.com.au/locations

Personal Items and Valuables

Kindly ensure that all of your garments are checked thoroughly for money, jewellery and/or other valuables prior to handing them over to us. Crest Dry Cleaners will make every effort to return such valuables, but will not be held liable for the loss or damage of any such items.

Missing/Broken Buttons

Although Crest Dry Cleaners takes the utmost care with garments, sometimes shirt and jacket buttons can become loose or broken during the cleaning or ironing process due to wear and tear. Should this occur, Crest Dry Cleaners may replace the broken or missing button with any available spare button on the garment for our standard button replacement fee.

Satisfaction Guarantee

In the event you are not 100% satisfied with the quality of our services, simply call us within 48 hours of delivery and request the service be re-performed at no extra cost.

Damage or Loss

All damage claims/complaints should be brought to the notice of Crest Dry Cleaners within 48 hours of the item(s) being received.

The very nature of dry-cleaning, laundry and ironing services renders it impossible for us to guarantee against loss of colour, colour bleeding or shrinkage. Crest Dry Cleaners is not liable for tears or damage that may result from defects or inherent weaknesses in materials that were not apparent during the time of processing.

Crest Dry Cleaners exercises extreme caution in order to avoid misplacements or loss of items in our care. However, in the event of such a misfortune occurring, it should be reported to us within 24 hours of delivery. Crest Dry Cleaners count of garments is final and deemed correct in the event no complaints are received within 24 hours.

Crest Dry Cleaners is a proud member of the Dry Cleaning Institute of Australia (DIA) and the International Dry Cleaning and Laundry Institute (DLI). As such, when assessing a claim for damage or loss and determining any compensation payable, we use the widely recommended and accepted International Fair Claims Guide For Consumer Textile Products. Your acceptance of this method of assessment and determination is a fundamental condition of our service. A copy of the guide is available for download from the website of the Dry Cleaners Institute of Australia: www.drycleanersweb.com.au

Pick Up and Delivery

Crest VIP Bags

Crest Dry Cleaners provides pick up and delivery customers with a re-usable blue Crest VIP bag. Your personalised bag will have your printed name and account ID. Additional bags are available for purchase.

Scheduled weekly collection / delivery days

Crest Dry Cleaners strive to offer a pick up and delivery service that is convenient, accessible and timely for customers. We collect and deliver twice a week on the schedules listed below. The particular schedule you are placed on depends on the area in which you live. You will be notified of your assigned schedule upon registration.

Schedule #1: Monday  / Thursday

Our main collection day for schedule #1 is Monday, with delivery on Thursday. Should you miss our main collection on Monday, we can also collect on Thursday, however, please be aware that this collection may only be returned on the following Thursday.

Schedule #2: Tuesday / Friday

Our main collection day for schedule #2 is Tuesday, with delivery on Friday. Should you miss our main collection on Tuesday, we can also collect on Friday, however, please be aware that this collection may only be returned on the following Friday.

If your main collection day is missed, please contact us via email or call us on (03) 5229 2042. This will ensure we have you on our list for the collection later in the week.

Out of schedule collections / deliveries

Out of schedule collections and deliveries can be catered for upon request. Please call us on (03) 5229 2042 to book an out of schedule collection or delivery.

Pick up and delivery locations

It is a condition of service that customers and Crest Dry Cleaners agree on an accessible collection/delivery location upon registration. This location must be accessible for collection/delivery in the event that the location is unattended. The customer will be solely responsible for deciding whether the location is secure. Special instructions (such as “shut the gate” or gate codes) may be provided and will be followed by Crest Dry Cleaners employees to the best of their ability. Crest Dry Cleaners is not responsible for loss or damage to any person or property due to failure to follow these special instructions.

Should you need to alter your agreed collection/delivery location, you will need to call Crest Dry Cleaners on (03) 5229 2042 to arrange a new mutually agreed collection/delivery location. Our drivers cannot agree to a change of collection/delivery location.

Pre pick up SMS Notification

It is a condition of service that customers provide a working mobile telephone number that can receive text messages upon registration. We endeavour to send reminder text messages to all of our customers the afternoon prior to a scheduled collection. This message requests a confirmation of collection by a reply text message from each customer. Should we not receive a reply to this message we will re-send the message to those customers later that evening. Should we not receive a reply to either message from any customer, we will not visit their collection location the next day.

Some text messages may not reach customers due to their phone being out of coverage or turned off. In these instances our messaging system automatically retries to send the message for up to four hours. Should any message not reach a customer after such efforts and as a result we do not receive a reply, we will not visit their collection location the next day.

Customers can opt out of this SMS messaging service at any time (instructions provided on each text message). It should be noted that should a customer opt out we will automatically remove them from the collection schedule.

In summary, if for any reason Crest Dry Cleaners does not receive a collection confirmation text message from any customer, we will not collect from that customer on that scheduled collection day. Crest Dry Cleaners bears no responsibility for items/orders not collected or delayed due to not receiving a confirmation text message.

Collection/Delivery Times

The above collection confirmation texts result in our collection/delivery routes changing daily. As such we cannot stipulate a time for delivery and we do not call when approaching the location of delivery.

Responsibility for property pre collection and post delivery

Crest Dry Cleaners will collect and deliver to and from the collection/delivery location agreed upon at registration. When your items are in our care (i.e. once collected and prior to delivery) we accept full responsibility for your items. Crest Dry Cleaners is not responsible or liable for any loss or damage to your items when they are not in our care (i.e. pre collection and post delivery).

Late Collection/Delivery

If unforeseen circumstances render it impossible to make a collection or delivery as scheduled, we attempt to make the collection/delivery at our next possible opportunity.

Service Authorisation

Although most garments and household items can be serviced in a manner satisfactory to the customer, there may be a potential risk of damage in servicing certain items. When such a situation arises, Crest Dry Cleaners will contact you by telephone to discuss the issue. If you choose to submit the item for servicing, we will undertake the service based on your verbal agreement and acknowledgement of the risk of potential damage. Crest Dry Cleaners will not be responsible for any damage that may ensue, although we will take every precaution to prevent any such damage.

Customer Bags, Hangers and Plastic Garment Covers

Crest Dry Cleaners are not responsible for any bags, hangers or other items sent with your garments. All garments will be returned with Crest Dry Cleaners bags and/or hangers. If you wish to keep suit bags, doona bags, expensive hangers etc. please do not include them for collection with your garments as we accept no responsibility for their loss or damage.

We endeavour to re-use/recycle hangers and garment plastic wherever possible. Please feel free to return any of our hangers and/or plastic garment covers with your next order.

Garment Repairs & Alterations

Crest Dry Cleaners can perform small alterations or repairs simultaneously to our other services.

Please place any items that you wish altered or repaired in a separate plastic bag together with a note detailing the alteration/repair required. Place this plastic bag within the VIP bag. Please note we only perform alterations/repairs in conjunction with another service (such as dry cleaning) to the same item.

We will then perform the alteration/repair prior to the other service. Items requiring alterations or repairs will take additional processing time and may take an additional 1-2 weeks to be delivered.

Payment Terms

Prices quoted are inclusive of the Goods and Services Tax (GST) and are subject to change without notice.

Payment will be processed via credit card held on file (Visa, MasterCard or American Express) unless alternative payment terms and methods are expressly agreed to at time of registration.

All credit card payments are subject to a credit card processing fee.

Crest Dry Cleaners reserves the right to retain items until all outstanding payment amounts are settled in full.

Refunds

In a situation where you have been overcharged or a refund is due to you, Crest Dry Cleaners undertakes to directly refund the money to the account from which the original payment was taken.

Customer Information & Privacy

In an effort to provide excellent, tailored services, Crest Dry Cleaners requests specific personal information upon registration. Our Privacy Policy can be viewed here. By registering for our services you authorise Crest Dry Cleaners to send you marketing information via e-mail and SMS services (unless specifically instructed not to).