Legal
Refund and garment care policy
If an order is not right, we would rather hear about it than have you not come back. This page explains how to raise it, what we do with it, and what information helps us put it right.
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1. What this covers
This page explains what to do if an order is not right: a garment that has not come back clean, a garment that has been damaged, an item that is missing, or a charge you do not recognise.
2. Raise it with us
Contact us on +91 93530 96264 or at contact@luxere.in with your order details and a description of the problem. A photograph of the garment helps considerably.
Raise it as soon as you notice. This is not a deadline that removes a right — it is that a garment examined soon after delivery gives us far more to work with than one examined weeks later, after it has been worn or washed again.
3. What we do next
- We acknowledge the report and tell you what we need from you, if anything.
- We check the order record, including the fabric assessment taken at intake and the process the garment went through.
- Where the garment is available, we examine it.
- We tell you what we found — including when the finding is that the garment had a pre-existing condition — and what we propose to do.
4. Re-cleaning
If a garment has come back with a stain that should have been removed, or not properly finished, the first remedy is usually to clean or re-finish it. Tell us what is wrong and, where you know it, what caused the stain; solvent and spotting choices depend on the cause.
Some stains cannot be removed without damaging the garment. Where that is our assessment we will tell you rather than keep treating it, because repeated aggressive treatment is how a stained garment becomes a ruined one.
5. Damaged garments
Cleaning can reveal weakness that was already present in a garment — unstable dye, weakened fibre, failing stitching, or damage from an earlier cleaning — which was not visible before. Part of any investigation is establishing whether the cleaning caused the damage or exposed a condition that was already there.
Where the damage is attributable to us, we agree a resolution with you directly. We do not publish a fixed compensation formula, because a fair outcome for a two-year-old cotton shirt and for an heirloom saree are not the same number.
6. Missing items
Tell us what is missing and describe it. We check the order record and search our facility. Items do occasionally end up with an adjacent order, which is why a description matters more than a count.
7. Reducing the risk before you send
- Empty every pocket. Pens and cosmetics are the two things that damage a whole load rather than one item.
- Flag anything of unusual value, and anything irreplaceable, so it is assessed individually rather than processed as part of a load.
- Declare existing damage — loose buttons, open seams, thinning fabric, prior repairs — before cleaning.
- Send designer, bridal and heirloom pieces as premium garment care, which is assessed and quoted before any work starts.
8. Billing queries
Weight-priced orders are charged on the weight recorded at collection, and per-garment orders on the count taken at collection. If a charge does not look right, ask us and we will show you what the order was based on.
9. Your statutory rights
Nothing on this page limits any right you have under applicable Indian consumer protection law.
10. Contact
+91 93530 96264 or contact@luxere.in. A person, not a form.