Dry cleaning in progress.

Certain types of fabrics may require specialist cleaning as they can neither be washed in a washing machine nor hand washed. When this is the case, consumers may engage a cleaner or a dry cleaning company to have the garment or fabric properly cleaned. When doing so, consumers have the right to expect that the cleaning service is carried out with reasonable care and skill. If not, the trader is legally obliged to provide a remedy.

Dry cleaners are responsible for any damages caused to garments during the dry cleaning process. This, however, does not apply if the dry cleaner clearly informs the consumer of the damage that the dry cleaning may cause and the consumer decides to take the risk.

When picking up a garment from dry cleaning, consumers have the responsibility to carefully check the item and report any problems immediately. Failure to do so may diminish the consumers’ right to proper compensation.

If a dry cleaner ruins the garment he was supposed to clean, and it becomes unusable, consumers may claim compensation. The amount claimed should be based on the value of the item. In such situation, consumers will be asked to provide evidence of the cost of the item.

When the amount of compensation is calculated, one usually considers how old the item is. For instance, if the ruined carpet was purchased five years ago, the consumer should not expect the same amount of compensation as if the carpet was brand new. Furthermore, if the damaged item can be repaired and brought back to its original condition, the consumer’s compensation would be the cost of the repair.

Sometimes the damage is not caused by the dry cleaner but by a fault in the item. When this is the case, consumers should complain with the trader who sold them the product and request an adequate remedy.

Consumers may also find themselves in situations where they are not satisfied with how the garment was cleaned. When this is the case they should complain straightaway. Consumers may ask to have the item re-cleaned at no additional cost. If the cleaning remains unsatisfactory consumers may ask for a refund of the cleaning cost.

Another possible scenario is that the dry cleaner loses the garment. In this case the consumer is entitled to claim compensation based on the current value of the item.

If after complaining with the dry cleaner, consumers still do not manage to resolve the problem in a satisfactory way, then they may contact the Office for Consumer Affairs for more information about their legal rights and if need be file a complaint so that mediation is carried out with the dry cleaning company.

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.