Refund Policy

When you are entitled to a remedy

You can ask us to put something right if:

the cleaning was not done to the standard you paid for;
an item was lost, or damaged through our fault;
the count came back short;
we delivered late without telling you in advance.

How long you have depends on what went wrong:

A missing item: the same day or the next, and within two days at the latest.
Cleaning that is not right: within four days, with the garment still folded as we returned it.
Damage: straight away, and please return the item exactly as you received it, without re-cleaning, re-ironing or repairing it first. Once it has been worked on again we cannot tell what happened here from what happened afterwards.

How to raise it

Message us on WhatsApp, call, or email. Whichever is easiest.
Send a photo if there is something to see, and your order details.
We will respond within two working days, and where we need the item back we will collect it on the next morning round at no charge.

What you can choose

Where the fault is ours, the choice is yours, not ours. We will not push you towards a voucher.

A re-clean, free, collected and returned at no charge.
A refund of what you paid for the affected item, to the way you paid.
Compensation where an item is lost or damaged beyond repair. If you declared the item's value when you handed it over and we accepted it in writing, that is the amount. Otherwise we assess the item's actual value at the time, taking its age and condition into account.

Refunds are processed within seven to ten working days of us agreeing one.

Declaring a valuable item

If something is worth more than ₹10,000, tell us at pickup. We will record the value and confirm cover in writing before we accept it, so there is nothing to argue about later. This takes a minute and it is worth doing. See the terms and conditions for the full mechanism.

When we will not refund

Damage caused by a missing, removed or incorrect care label.
Normal wear, ageing and fading, including a fabric that was already weak when we received it.
Pre-existing damage we pointed out to you before cleaning.
An order cancelled after cleaning had already begun.
Stains we told you in advance we might not be able to remove.

If you are not satisfied with our answer

Email support@prezr.com and ask for it to be reviewed by the company, marking your message "escalation". If you are still unhappy, nothing in this policy affects your right to bring a complaint before the appropriate consumer commission under the Consumer Protection Act, 2019.

How to reach us

Prezr Private Limited
1st Floor, Zion Tower, Cotton Hill Road, Opposite ICICI Mutual Fund, above MS Paints
Thiruvananthapuram, Kerala 695010

Phone +91 88911 54111
WhatsApp +91 88912 54111
Email support@prezr.com