Re:Finery Terms & Conditions of Service

Version 2026-08-v2
Last updated: 12 August 2026

These Terms explain how Re:Finery accepts, transports, assesses and cares for your items. Please read them before placing an order, particularly the sections covering item condition, care labels, declared value, delivery, cancellation and claims.

1. Who we are and how to contact us

1.1 Re:Finery is a trading name of Really Clean Ltd, a company registered in England and Wales under company number 16462299.

1.2 Our registered office is 55 Borough Road, Altrincham WA15 9RA. Re:Finery operates from Unit B, Systems House, Ocean Street, Altrincham WA14 5DH.

1.3 You can contact us at info@re-finery.co.uk or by telephone on 07966 873385.

1.4 References in these Terms to “Re:Finery”, “we”, “us” or “our” mean Really Clean Ltd. References to “you” or “your” mean the customer placing the order.

2. Our services

2.1 Re:Finery provides specialist cleaning, finishing, restoration and presentation services for garments, footwear and other items described on our website.

2.2 Available services, prices, indicative turnaround times, delivery choices and any service-specific limitations are shown on the relevant product page and at checkout.

2.3 We may decline an item before treatment where, following inspection, we reasonably believe that:

the requested treatment cannot be carried out safely;
the item or material is outside our current capabilities;
the item contains hazardous, unlawful or prohibited material;
the item’s condition, construction, decoration or previous treatment creates an unacceptable risk; or
the information supplied with the order is materially incomplete or inaccurate.

2.4 If we decline an item before treatment, we will contact you and explain the available options. We will refund the service price for work not carried out. Reasonable transport or packing costs already incurred may be deducted only where permitted by law and where those costs were clearly disclosed before you ordered.

3. Placing an order and formation of the contract

3.1 By placing an order, you confirm that:

you are at least 18 years old;
you are the owner of the item or have the owner’s authority to instruct us;
the information you provide is accurate and complete;
you have reviewed the service description, price and delivery options; and
you accept these Terms.

3.2 Our website allows you to review and correct your order before payment. The button used to submit the order makes clear that payment is required.

3.3 After you place an order, we will send an automated acknowledgement. This confirms that we have received the order but does not necessarily mean that we have accepted the item for treatment.

3.4 The contract is formed when we send an order-confirmation email accepting your order. Acceptance remains subject to our right to inspect the item and decline unsafe or unsuitable work under clause 2.3.

3.5 Please save or print these Terms and your order confirmation for future reference.

4. Prices and payment

4.1 Prices are shown in pounds sterling and include VAT where applicable.

4.2 The total amount payable, including any delivery upgrade or optional extra, is shown before you submit your order.

4.3 Payment is taken in full at checkout unless we expressly agree a separate quotation or deposit arrangement in writing.

4.4 Payments are processed by Stripe or another payment provider displayed at checkout. We do not store your full payment-card details.

4.5 If an obvious pricing error occurs, we may cancel the affected order and refund you, or contact you to ask whether you wish to proceed at the correct price. We will not change an agreed price after acceptance except where you request additional work or where a price variation is expressly agreed with you.

5. Item information, care labels and inspection

5.1 You must tell us about any information reasonably relevant to treatment, including known stains, damage, alterations, previous cleaning or repair attempts, loose decoration, colour transfer, fragility, sentimental significance and any other concern.

5.2 You must remove personal belongings from pockets, bags, cases and packaging before sending an item. We are not responsible for belongings left inside an item unless loss or damage results from our failure to exercise reasonable care and skill.

5.3 Where an original care label is present, we will take it into account alongside our professional assessment. A care label does not guarantee that every component, decoration, adhesive, trim or previous alteration will respond safely to treatment.

5.4 If an item has no readable care label, you may be asked to provide a specific acknowledgement before we accept the order. We will use reasonable professional judgement, but the absence of reliable manufacturer instructions may increase the inherent risk of colour change, shrinkage, distortion or damage.

5.5 We inspect items after arrival. We may contact you if we identify a risk, require further instructions, recommend a different treatment, or believe that treatment should not proceed.

5.6 Photographs and inspection notes may be created as condition and quality-control records in accordance with our Privacy Policy.

6. Cleaning outcomes and inherent risks

6.1 We will perform the service with reasonable care and skill.

6.2 Cleaning and restoration improve many items, but they cannot return every item to an as-new condition. We do not guarantee complete removal of every stain, mark, odour, discolouration, crease, scratch or sign of wear.

6.3 Results may be affected by factors outside our control, including:

the age, fibre, dye, finish and construction of the item;
wear, sunlight, perspiration, oxidation or long-term storage;
previous cleaning, repair, alteration or home-treatment attempts;
unstable dyes, adhesives, coatings, transfers, prints or bonded layers;
hidden weakness, moth damage, brittle fibres or weakened stitching;
beads, sequins, pearls, crystals, buttons, trims, lace or other decoration; and
stains or contamination that have chemically altered the material.

6.4 We may decide not to pursue further stain removal where additional treatment would create a disproportionate risk of damage.

6.5 Nothing in these Terms excludes or limits our duty to exercise reasonable care and skill or any other right that cannot lawfully be excluded.

7. Wedding dresses and preservation presentation

7.1 Wedding-dress services may include specialist cleaning, finishing and, where selected, presentation in a preservation box using appropriate tissue and folding methods.

7.2 Preservation presentation is intended to support careful long-term storage but cannot prevent all future ageing, oxidation, yellowing, environmental damage or deterioration. Storage conditions remain important after the dress is returned.

7.3 Before treatment, please tell us about alterations, removable parts, detachable trains, underskirts, belts, veils, accessories, replacement decoration and any known damage.

7.4 Accessories are included only where they are expressly listed in the product or order description. Unlisted items may be returned untreated or may require an additional charge agreed with you.

8. Declared value and higher-value items

8.1 Where we ask you to select or state an item-value band, you must use the item’s genuine purchase price and provide supporting evidence if reasonably requested.

8.2 For items travelling using our DPD collection service, we may select DPD Extended Liability to match the declared or selected value band, subject to DPD’s applicable terms, exclusions, evidence requirements and maximum limits.

8.3 We do not accept an item with a declared purchase value above £5,000 through our standard online ordering service.

8.4 If your item is valued above £5,000, contact us before ordering. We may agree to consider it following an individual assessment and written agreement covering treatment, collection, delivery and any additional insurance or transport arrangements.

8.5 Deliberately understating an item’s value or providing materially inaccurate information may reduce or prevent recovery under an applicable DPD Extended Liability or other transport arrangement, but it does not remove any rights you have under consumer law.

9. Collection, DPD Pickup, courier collection and studio delivery

9.1 The delivery methods available depend on the items in your basket and are shown at checkout.

9.2 Higher-value and certain specialist or mixed-item orders may be offered:

DPD collection with Extended Liability — included: we arrange collection from the address supplied and may select DPD Extended Liability to match the declared or selected value band, up to £5,000, subject to DPD’s applicable terms, exclusions and evidence requirements; or
Altrincham studio drop-off and collection — included: you deliver and later collect the item from our operating address during agreed opening hours.

9.3 Eligible standard-item orders may be offered:

DPD Pickup shop — included: after you order, we will normally email you a DPD return QR code or printable label. You do not need to buy postage. You must pack your items securely in your own suitable, clean and dry box and take the parcel and QR code to a participating DPD Pickup shop, or attach the printable label if we send one. You should keep the drop-off receipt until we confirm safe arrival;
Altrincham studio drop-off and collection — included; or
DPD collection with Extended Liability — £15 upgrade: we arrange collection from the address supplied and may select DPD Extended Liability subject to DPD’s applicable terms, exclusions and evidence requirements.

9.4 Where you use the DPD return method supplied by Re:Finery, qualifying loss or damage while your parcel is travelling through our nominated DPD network is covered by the Re:Finery Transit Guarantee up to £500 per order, subject to these Terms. The Transit Guarantee begins when the parcel receives a valid acceptance scan into the DPD network using the return method supplied by us. For the return journey to you, the Transit Guarantee begins when Re:Finery hands the parcel to our nominated DPD network and ends on successful delivery. The Transit Guarantee does not apply to parcels sent using a courier, postal service or delivery method arranged independently by you unless we expressly agree otherwise in writing.

9.5 You are responsible for packing the item in accordance with our instructions, using packaging that is secure, clean, dry and suitable for normal courier handling. For Wedding Dress orders where we supply a packing kit, the kit is intended for the gown. Any other items travelling in the same order, such as trainers, must be packed separately in their own suitable box so they cannot rub against or damage the gown. Do not attach external strapping or wrapping where the courier prohibits it.

9.6 You must not place items with a combined declared value exceeding £5,000 in one parcel unless we have agreed this in writing.

9.7 Courier dates and delivery windows are estimates. We are not responsible for delay caused by events outside our reasonable control, but we will take reasonable steps to assist and keep you informed.

9.8 Risk in an item does not pass to us merely because a QR code or label has been issued. Our responsibility depends on the selected delivery method, when the item enters the nominated DPD network or our custody, applicable law, the Re:Finery Transit Guarantee, DPD Extended Liability and any other applicable transport arrangement.

9.9 When an item is returned by courier, please inspect the packaging and item as soon as reasonably possible and keep all packaging if you believe there has been loss or damage.

10. Turnaround times

10.1 Any turnaround time shown on the website is an estimate beginning when the item is received and accepted for treatment, not when the online order is placed.

10.2 Complex staining, restoration, drying, quality-control work, customer approvals, parts, materials, seasonal demand or courier disruption may extend the estimated time.

10.3 If a specific date is important, contact us before ordering. A deadline is binding only where we expressly accept it in writing.

10.4 Where no binding completion date has been agreed, we will provide the service within a reasonable time.

11. Your right to cancel

11.1 If you are a consumer ordering online, you normally have the right to cancel the service contract within 14 days after the contract is formed without giving a reason.

11.2 To cancel, contact us using the details in clause 1 or use the model cancellation form at the end of these Terms. Your cancellation is effective when it is sent.

11.3 If you ask us to begin the service during the 14-day cancellation period, we will obtain your express request. If you then cancel after work has begun, you may have to pay a proportionate amount for the service supplied up to cancellation.

11.4 Once the service has been fully performed, the right to cancel is lost only where you expressly requested early performance and acknowledged that full performance would end the cancellation right.

11.5 If you cancel before treatment begins, we will refund payments due to you within 14 days of being informed of the cancellation. Where legally permitted, we may deduct reasonable, disclosed costs already incurred at your request, such as an outbound packing kit or booked collection that cannot be cancelled.

11.6 If your item is already in our possession when you cancel, we will agree its return. You may be responsible for the reasonable direct return cost where the law permits and this was disclosed before ordering.

11.7 These cancellation provisions do not affect your rights where the service is faulty, misdescribed or not supplied with reasonable care and skill.

12. Changes requested after ordering

12.1 Contact us promptly if you need to change an address, collection arrangement, service option or other order detail.

12.2 We cannot guarantee that a change can be made after a courier booking has been created or treatment has started.

12.3 Any additional work or cost will be explained and agreed before it is added to the order.

13. Problems, complaints and claims

13.1 Contact us promptly if you believe an item is missing, damaged or not treated with reasonable care and skill.

13.2 Where practicable, please tell us within 48 hours of receiving the item so that evidence can be preserved and any courier notification deadline can be met. A failure to report within 48 hours does not remove your statutory rights.

13.3 Please retain the item, packaging, labels and any relevant photographs and provide reasonable evidence of purchase price, condition and loss where requested.

13.4 We may ask to inspect the item and, where appropriate, be given a reasonable opportunity to repeat or remedy the service before another provider carries out work that may alter the evidence.

13.5 We will investigate complaints fairly and keep you informed. For a claim under the Re:Finery Transit Guarantee, you must reasonably cooperate with our investigation and provide available evidence of parcel acceptance, purchase price, condition, loss or damage. Where DPD Extended Liability may apply, we may need to provide relevant information and evidence to DPD and comply with its applicable notification and evidence requirements. Where loss or damage occurs while an item is in our custody, any applicable Goods in Trust arrangements are separate from your rights and remedies against Re:Finery.

14. Our responsibility to you

14.1 We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to exercise reasonable care and skill.

14.2 We are not responsible for loss or damage that:

results solely from an inherent defect, hidden weakness, normal wear, ageing or a risk explained to and accepted by you;
results from inaccurate or incomplete information supplied by you;
could not reasonably have been foreseen when the contract was formed; or
is caused by an event outside our reasonable control, except to the extent that the law makes us responsible.

14.3 We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory consumer rights.

14.4 We provide consumer services for private use. If you use the service primarily for business purposes, we are not responsible for business losses such as loss of profit, revenue, opportunity or goodwill unless we expressly agree otherwise in writing.

14.5 The Re:Finery Transit Guarantee, DPD Extended Liability and our Goods in Trust protection are separate arrangements applying at different stages of the customer journey. Once an item has been received and checked in by Re:Finery, and until we hand it to the nominated return carrier or return it to you at the studio, it is protected under our separate Goods in Trust policy, subject to that policy’s terms, conditions and limits. These arrangements are separate from, and do not exclude or reduce, any statutory right or remedy or any responsibility Re:Finery has to provide its services with reasonable care and skill.

15. Items left with us

15.1 We will make reasonable attempts to contact you when an item is ready or where instructions are required.

15.2 If an item remains uncollected or cannot be returned because you do not respond or provide a valid address, we may charge reasonable storage and redelivery costs after giving you advance notice.

15.3 We will not dispose of, donate or sell an item unless we have made reasonable efforts to contact you and have given clear written notice of what we propose to do and a reasonable final period for collection or response.

16. Events outside our control

16.1 We are not responsible for delay or failure caused by an event outside our reasonable control, such as severe weather, fire, flood, transport interruption, carrier failure, industrial action, utility failure or government action.

16.2 We will contact you as soon as reasonably possible, take reasonable steps to reduce the effect and resume the service when able.

16.3 If a significant delay means the service no longer has value to you, you may contact us to discuss cancellation and any refund due under the circumstances and applicable law.

17. Personal data and photographs

17.1 We use personal data in accordance with our Privacy Policy.

17.2 Photographs you upload and photographs we create for inspection or quality-control purposes form part of the order record.

17.3 We will use item photographs in public marketing only where you have separately and actively consented. You may withdraw that consent for future use by contacting us.

18. Changes to these Terms

18.1 The Terms that apply are those presented to you when you place the order.

18.2 We may update these Terms for future orders to reflect changes to our services, delivery arrangements, insurers, suppliers, technology or law. We will display the current version and date on this page.

18.3 We will not retrospectively change an existing contract without your agreement unless the change is required by law and does not materially reduce your rights.

19. Other important terms

19.1 If any provision is found unlawful or unenforceable, the remaining provisions continue in effect.

19.2 A delay in enforcing a right does not waive that right.

19.3 You may not transfer your rights under the contract without our written consent. We may transfer our rights and obligations only where this does not reduce your protections.

19.4 No person other than you and us has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.

20. Governing law and disputes

20.1 These Terms and the contract are governed by the law of England and Wales.

20.2 If you live in Scotland or Northern Ireland, you retain any mandatory consumer protections and rights to bring proceedings in the courts available to you under applicable law.

20.3 Please contact us first so that we can try to resolve a complaint directly.

20.4 We do not currently subscribe to a specific alternative dispute resolution provider. This does not affect your right to seek independent advice or use the courts.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Really Clean Ltd trading as Re:Finery, Unit B, Systems House, Ocean Street, Altrincham WA14 5DH
Email: info@re-finery.co.uk

I/We hereby give notice that I/We cancel my/our contract for the following service:

Service ordered: __________________________________________

Order number: ____________________________________________

Ordered on: ______________________________________________

Name of consumer(s): _____________________________________

Address of consumer(s): ___________________________________

_________________________________________________________

Signature of consumer(s), only if this form is submitted on paper: