Return and Refund Policy

Quality complaints

If you are not satisfied with the quality of our laundry service (e.g. items still dirty, not properly ironed), please notify us within 24 hours of collection. We will re-process the affected items at no additional cost.

Damaged items

If items are damaged during our laundry process, please report this within 24 hours of collection. We will assess the damage and offer compensation up to 10 times the service fee for the affected item, with a maximum of IDR 500,000 per item. Compensation may be in the form of a credit for future services or a cash refund.

Lost items

In the rare event that items are lost, we will conduct a thorough search. If the item cannot be found within 7 working days, we will offer compensation as described above.

Exclusions

We cannot accept claims for: pre-existing damage or wear, color bleeding due to poor fabric quality, shrinkage of garments without proper care labels, items with undisclosed stains or special requirements, or items left uncollected for more than 30 days.

Returns

Unused and unopened products may be returned within 7 days of purchase with proof of purchase (receipt or order confirmation). Products must be in original condition and packaging.

Refunds

Refunds for returned products will be processed within 7 working days after we receive and inspect the returned item. Refunds will be issued using the original payment method.

Defective products

If you receive a defective product, please contact us within 48 hours. We will replace the product or issue a full refund. You have the right to a replacement or refund for any product that does not match its description, as guaranteed by Indonesian consumer protection law.

Non-returnable items

For hygiene reasons, opened personal care products and used laundry supplies cannot be returned.

Contact us via WhatsApp at +62 813 3975 721 or email hello@cleanfoldbali.com. Please provide your order number, a description of the issue, and photos if applicable. We aim to respond within 24 hours and resolve all claims within 7 working days.

As a consumer in Indonesia, you are protected under UU No. 8 Tahun 1999 on Consumer Protection. You have the right to accurate information about our services and products, fair treatment, proper compensation for damages, and the right to file complaints with the relevant authorities (BPSK) if needed.