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Refund Policy

The Load & Lounge — Laundry, Coffee & Good Vibes

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We want you to love your experience with us. This policy explains when refunds or replacements may be offered for our laundry, food, and drink services.

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Laundry Services

We aim to deliver high-quality, reliable laundry every time. If something isn’t right, please let us know within 24 hours of collection or delivery.

Refunds or partial credits may be offered if:

  • An item has been damaged or lost while in our care.

  • We’ve made a processing error (e.g. major shrinkage, wrong order, or major colour issue).

 

You’ll need to provide proof of service (receipt, order number, or payment reference). We may inspect the item before deciding on compensation.

Refunds will be issued using your original payment method or as store credit at our discretion.

 

We cannot offer refunds for:

  • Pre-existing damage, stains, or wear on items.

  • Normal signs of use or minor variations in results.

  • Items left uncollected after 30 days.

 

Food & Drinks

All food and drink sales are non-refundable, in line with food safety and hygiene laws.
However, if there’s an exceptional circumstance — for example, an incorrect order or product issue — we’ll review it at our discretion.

Please speak to a team member or email us within 24 hours so we can put things right.

 

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If we fail to provide a service with reasonable care and skill, you may be entitled to a repair, replacement, or refund as set out by law.

 

How to Request a Refund or Raise a Concern

If you believe a refund or replacement is due, please contact:

 

The Load & Lounge Customer Care Team
📧 theloadandlounge@gmail.com
Include your order number, date, and a brief description of the issue.

We’ll review your request within 5 working days and respond with next steps.

 

Final Note

We handle every request with fairness and understanding but we also ask for honesty and kindness in return.
Our goal is to keep The Load & Lounge a welcoming space for everyone clean clothes, good coffee, and great service all around.

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