Customer Service Policies and Disclaimers

Effective date: October 22, 2026

Thank you for choosing Celebrity Cleaners. We take great care with every garment and household item entrusted to us. Because textiles, dyes, trims, prior wear, stains, and manufacturer construction can react differently during cleaning, pressing, laundering, spotting, and alterations, the following policies explain customer responsibilities, service limitations, claim procedures, and payment terms. By leaving items with us, purchasing services, or accepting completed items, you agree to these policies to the fullest extent permitted by law.

Nothing in this policy is intended to limit any consumer rights that cannot legally be waived.

1. Customer Inspection Before Leaving the Store

Please inspect and count your items before leaving the store or upon delivery.
Any missing item, incorrect count, visible damage, quality concern, or order discrepancy should be reported immediately before leaving the premises or, for delivery orders, within 24 hours of receipt.
Once items leave our store or are accepted at delivery, we are not responsible for damage, missing pieces, stains, tears, broken hardware, or other conditions reported later, except where required by law.
Items must be returned to us for review before any claim can be evaluated.

2. Care Labels, Manufacturer Defects, and Fabric Limitations

We follow professional cleaning practices and use care labels, fabric type, condition, and our best judgment when selecting a cleaning method.
Manufacturers are responsible for accurate care labels, colorfastness, fabric stability, trim compatibility, and garment construction. We are not responsible for problems caused by inaccurate, incomplete, missing, misleading, or defective care labels.
If a care label is missing, unreadable, removed, contradictory, or incomplete, cleaning is performed at the customer’s risk.
Some garments may have hidden manufacturing defects that appear only after cleaning, including dye bleeding, fading, shrinkage, delamination, puckering, adhesive failure, lining separation, bonded fabric separation, or finish loss.
We are not responsible for manufacturer defects, normal wear and tear, age-related weakness, sun damage, oxidation, perspiration damage, deodorant damage, lotion or perfume damage, smoke damage, mildew, moth or insect damage, or damage from prior home treatment.

3. Stain Removal Is Not Guaranteed

We make reasonable efforts to remove stains, but stain removal cannot be guaranteed.
Some stains become permanent due to age, heat, oxidation, chemical reactions, prior cleaning attempts, alcohol, oil, ink, paint, dye, cosmetics, medication, food, beverages, bodily fluids, or unknown substances.
Attempting to remove a stain may affect color, texture, sizing, finish, or fabric strength.
Please identify known stains and substances at drop-off. Undisclosed stains may become more difficult or impossible to remove.
We may refuse aggressive stain treatment when we believe it creates unreasonable risk to the item.

4. Pre-Existing Damage and Wear

Cleaning may reveal pre-existing damage that was not visible at drop-off, including weak fibers, thinning fabric, loose seams, small holes, worn collars or cuffs, weakened linings, discoloration, or prior spot treatment damage.
We are not responsible for damage that results from the item’s age, condition, construction, prior alteration, prior cleaning, improper storage, or existing weakness.
We reserve the right to note visible damage at drop-off, but failure to note every condition does not mean the item was free of pre-existing issues.

5. Buttons, Beads, Sequins, Trims, Zippers, Belts, and Accessories

Decorative trims and accessories can be fragile or incompatible with cleaning and pressing.
We are not responsible for damage to or loss of buttons, beads, sequins, rhinestones, snaps, buckles, belts, shoulder pads, zipper pulls, decorative trim, glued-on decorations, leather patches, faux leather, rubberized materials, plastic ornaments, or removable accessories unless caused by our proven negligence.
Please remove detachable accessories, jewelry, pins, money, valuables, personal items, pens, cosmetics, receipts, electronics, and other contents from pockets before drop-off.
We are not responsible for items left in pockets or attached to garments.

6. Leather, Suede, Fur, Fur Trim, Wedding Gowns, Couture, Vintage, and Specialty Items

Specialty items may require special handling and may carry higher risk.
Leather, suede, fur, fur trim, delicate fabrics, couture garments, vintage garments, heavily embellished garments, formalwear, wedding gowns, household textiles, rugs, comforters, draperies, and items with unknown fibers are accepted subject to their condition and inherent limitations.
Color variation, texture change, shrinkage, stiffness, finish change, dye migration, oxidation, and hidden stains may occur during specialty cleaning.
We may require customer approval or a signed release before processing high-risk items.

7. Laundry, Wash-and-Fold, and Household Items

Wash-and-fold items are processed according to standard laundry practices unless special written instructions are accepted by us at drop-off.
We are not responsible for shrinkage, color bleeding, fading, pilling, lint transfer, elastic failure, drawstring loss, worn fabric failure, or damage caused by items mixed within the customer’s laundry bag.
Customers are responsible for separating items that should not be washed together, including darks, lights, delicates, wool, silk, leather, suede, items marked dry clean only, and items requiring special handling.
Household items such as comforters, blankets, pillows, curtains, table linens, and rugs may change in texture, size, color, or loft after cleaning.

8. Customer Instructions and Risk Releases

Special instructions must be provided clearly at drop-off and accepted by us before processing.
If a customer requests a method that differs from the care label, requests extra treatment, requests processing against our recommendation, or asks us to clean a high-risk item, the customer accepts the associated risk.
We may decline service for any item when we believe the risk of damage is too high or the requested result is not reasonably achievable.

9. Alterations and Repairs

Alteration and repair charges are not refundable once work has begun or has been completed.
Customers are responsible for confirming measurements, fit, length, style, placement, and requested work before approving an alteration.
Please try on altered items and inspect the work before leaving the store.
If an adjustment is needed because the completed work does not match the agreed alteration, we will review the item if it is returned promptly and unworn.
Additional changes, new measurements, style changes, customer preference changes, weight or body-size changes, and work not included in the original request will require additional payment.
We are not responsible for damage caused by weak fabric, prior alterations, hidden construction issues, limited seam allowance, decorative trim, leather, sequins, beading, or non-standard garment construction.

10. Payment, Pricing, and Refunds

Payment is due according to our posted or quoted pricing and may be required before items are released.
Prices may vary based on fabric, size, condition, embellishments, stain treatment, specialty handling, expedited service, or additional work required.
Cleaning, laundry, pressing, stain treatment, alteration, repair, pickup, delivery, rush, and specialty service charges are for services performed and are not automatically refundable.
If we agree that a service quality issue occurred, our remedy may be re-cleaning, re-pressing, adjustment, store credit, partial refund, or another remedy we determine appropriate under the circumstances.
No refund or credit will be considered unless the original receipt or order ticket is provided and the item is returned for inspection.

11. Turnaround Times and Rush Service

Completion dates and times are estimates, not guarantees, unless expressly confirmed in writing.
Delays may occur due to stains, specialty care, equipment issues, weather, supply limitations, staff availability, reprocessing, or circumstances beyond our control.
Rush service may not be available for all items and does not guarantee perfect stain removal or special-risk processing.

12. Pickup, Delivery, Lockers, Doormen, and Authorized Recipients

For pickup and delivery orders, customers are responsible for providing accurate addresses, access instructions, safe pickup locations, and delivery availability.
Items delivered to a doorman, concierge, front desk, locker, porch, mailroom, workplace, or other authorized location are considered delivered once left there according to customer instructions.
We are not responsible for loss, theft, weather exposure, damage, or delay after delivery to the customer’s authorized location or representative.
Delivery discrepancies must be reported within 24 hours of delivery.

13. Lost or Damaged Item Claims

All claims must be reported promptly, and the item must be returned to us for inspection.
We may require the original receipt, order ticket, proof of purchase, photographs, care label information, and any other information reasonably needed to evaluate the claim.
We are not responsible for sentimental value, special value, designer resale value, replacement of a full outfit or set when only one piece is affected, loss of use, inconvenience, or indirect damages.
If we determine that compensation is appropriate, any compensation will be based on the item’s documented fair depreciated value, age, condition, and applicable law.
Settlement of a claim may require surrender of the item to us.

14. Unclaimed Items

Please pick up completed items promptly.
Items left unclaimed for an extended period may be subject to storage fees, relocation, donation, recycling, or disposal as permitted by law.
We will make reasonable efforts to contact the customer using the information provided, but customers are responsible for keeping contact information current.

15. Receipts, Tickets, and Order Records

Please keep your receipt or order ticket. It may be required for pickup, payment questions, claims, or order verification.
Order descriptions are for identification and processing only and may not list every detail, defect, stain, accessory, or condition present on an item.
Customers are responsible for verifying that their name, contact information, item count, and special instructions are correct at drop-off.

16. Right to Refuse Service

We reserve the right to refuse service, cancel an order, or return an item unprocessed when an item is unsafe, unsanitary, excessively fragile, contaminated, improperly labeled, extremely worn, at high risk of damage, or unsuitable for the requested service.
We may also refuse service for abusive behavior, unpaid balances, suspected fraud, or requests that cannot be performed safely or lawfully.

17. Customer Acknowledgment

By leaving items with Celebrity Cleaners, requesting pickup or delivery, authorizing cleaning, laundry, pressing, alteration, repair, specialty care, or accepting completed items, the customer acknowledges and agrees to these policies. If you have questions about an item, a stain, a care label, or a special request, please ask us before service begins.

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