Washstation for business

Returns & Refunds Policy

Refunds:

Damaged or Stained Clothing:

If any of your garments have been damaged while in our machines, we require the process below to be followed:

  • The incident must be reported to us within 24 hours of the machine being used
  • Pictures of the garments & their care labels to be provided via email
  • We will ask which detergent and cycle was used, along with what was in the machine and how big (heavy) or small (light) the load was
  • If clothes are damaged while in a laundry bag/net, the complaint will be disregarded as these are not to be used in our machines
  • The machine number of the washer/ Dryer used.
  • Confirmation of whether the machine contained only the affected items or a mixed load of laundry.
  • A description of the stains or damage observed (for example: grease marks, rust-coloured marks, bleach-like spots, dye transfer, or other discolouration).
  • Details of any stain-removal treatment or cleaning attempts made after discovering the issue.
  • Information about anything unusual noticed during the wash cycle, including unusual odours, residue, excessive dirt, leaks, or other machine-related concerns.

 

The machines spin clothes, please be mindful of any loose parts of your garments, i.e. zips and string chords – These can get caught and damage. We won’t be held responsible for any such damage.

This gives us an opportunity to put the machine out of order before anyone else uses it and to check what has caused the issues brought to us.

Stained clothing is the result of something being put into the machine by a user and is not our responsibility as we cannot control who puts what inside the machines. We look after the mechanical workings of the machines and the payment systems; cleanliness of the room is the responsibility of the onsite housekeeping team.

  • Washing machines only fill with hot or cold clean water and spin.
  • Tumble dryers only spin and produce heat
  • No other substances or chemicals are added by our machines.

Although machines should be getting cleaned regularly by your onsite housekeeping team, we highly recommend cleaning the rims, drums, and lips of washing machines before use as you do not know what the person before you have put in there.

Once we have checked the machine and the information provided, we will produce our conclusions to our findings.

If the machine is at fault, we will reimburse part or all the cost to the garments in question. This can be in the form of free laundry or a cash refund. We would require either a receipt for each garment or a link to the website where it is sold.

No refund will be given when the following prohibited items are used or involved:

  • Any type of footwear
  • Bleach or dye
  • Mop heads
  • Pillows or duvets
  • Laundry bags/nets

 

Machine Not Starting After Payment:

If you pay for a machine and it doesn’t give you the option to start or fails to start, please call, or message us as if it’s in office opening hours and you are on our app system, we can check the machine & start it remotely, saving you having to pay again. This also gives us the chance to check the payment to see if it has failed.

Out of hours, pay again and we can refund the failed start if necessary. We will also check the monitoring system to check if the machine ran a cycle or not as well. 

Failed payments must be reported to us within 24 hours of the transaction taking place for us to process a refund.

Refunds or credits will not be provided where records show that:

  • The machine started and completed the selected cycle.
  • The user selected the incorrect machine or location.
  • The issue was caused by user error or failure to follow on-screen instructions.

 

Clothes Not Washed / Clothes Not Dried:​

If you are not satisfied with the quality of the wash or dry, please get in touch. We will check the load size, making sure the machine was filled between the load level lines, the cycle used, as using the incorrect one will result in a machine not working to the correct capacity and we can also check the performance data on our monitoring system.

If you need any further information regarding which cycle to use and when, which items to put in the machines or anything else, please don’t hesitate to get in touch, we are here to help.

Refunds or credits will only be considered where our investigation identifies a machine fault or service failure.

Refunds will not normally be provided where:

  • An unsuitable wash or drying programme was selected.
  • The machine was overloaded or underloaded.
  • Garments required multiple drying cycles due to their fabric type, thickness, or moisture content.
  • The load contained items that are not suitable for tumble drying.
  • Care label instructions were not followed.
  • The reported issue cannot be substantiated by machine records or operational data.

Refund Requirements for Laundry Cards:

The following criteria must be met to qualify for a refund:
– The Laundry Card Product must be unused.

To ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.


Proof of Purchase:

To complete your refund, we require the email receipt, purchase order or other proof of purchase. Please note that without the proof of purchase, we will not issue a refund.

 

Membership Card Returns:

Our Returns Policy:

Our returns policy is valid for a period of 90 calendar days from the date of the purchase. If you receive your Laundry Card and are not satisfied with your purchase, you can return the product for a refund. If the period of 90 days has lapsed since the purchase, we can’t, unfortunately, offer you a refund.


Refund Requirements:
The following criteria must be met to qualify for a refund:
– The Laundry Card Product must be unused.

To ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.

Other than unused Laundry Cards, (Membership Cards), we cannot offer refunds or returns under any circumstances.

Proof of Purchase:

To complete your refund, we require the email receipt, purchase order or other proof of purchase. Please note that without the proof of purchase, we will not issue a refund.

Returning Items:

To return an order, you must contact us first at service@washstation.co.uk.
 
Visit your local hall of residence reception to return your item purchased through our online store. Our staff member will process your return or exchange for you.
 
If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.


Contacting Us:


If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to accounts@washstation.co.uk