Geelong's Most Convenient
Laundry Service

General Service

Norlane Fresh Laundry provides a wash, dry and fold laundry service, including collection and delivery. We do not provide dry-cleaning, garment restoration, alterations, repairs, stain treatment guarantees, or specialist fabric care services.

Our standard laundry process includes warm-water machine washing and medium-temperature machine drying. Any special washing or drying requirements must be advised at the time of booking. Additional charges may apply.

Customer Responsibility

Before sending laundry, customers should:

• Check garment care labels
• Remove all items from pockets
• Remove cash, jewellery, keys, pens, cosmetics, electronics and other valuables
• Advise us of any special care requirements before collection
• Place laundry requiring separate washing into separate bags

If you require cold washing, separate washing of colours and whites, individual family member loads, or any other special handling — you must notify us at the time of booking. Additional charges may apply.

Items Not Suitable for Our Service

The following items should not be included and should instead be professionally dry cleaned:

• Puffer jackets
• Woollen, knitted & cashmere garments
• Silk & delicate fabrics
• Leather or suede items
• Formal wear & structured garments
• Items labelled "Dry Clean Only"
• Items with sequins, beads or embellishments
• Electric blankets
• Heavily soiled industrial or hazardous materials

If such items are submitted, Norlane Fresh Laundry accepts no liability for any resulting damage, shrinkage, distortion, colour loss or fabric deterioration.

Colour Separation & Colour Transfer

If you wish colours and whites to be washed separately, they must be supplied in separate bags and clearly identified. Additional charges may apply. Norlane Fresh Laundry is not responsible for colour bleeding, colour transfer, dye migration, fading or any resulting damage.

Shrinkage, Fabric Wear & Existing Damage

Some fabrics naturally shrink, stretch, fade or deteriorate during laundering. Norlane Fresh Laundry is not responsible for shrinkage, stretching, fabric deterioration, pilling, fading, elastic failure, or damage caused by age, wear and tear, manufacturer defects, or pre-existing weaknesses.

Stains

While we will make reasonable efforts to clean garments, we do not guarantee stain removal. Certain stains may become permanent or more visible after washing. We are not liable for stains that remain after laundering.

Pet Laundry

All pet laundry must be placed in a separate bag from household laundry, clearly identified as pet laundry, and booked as a separate service. Pet laundry is charged separately. If mixed without notification, we reserve the right to refuse the service, reclassify the order, or apply additional charges.

Loss of Items

Customers must notify Norlane Fresh Laundry within 48 hours of delivery if any items are believed to be missing after delivery. Any claim must be supported by a detailed description of the item. Our liability for any proven lost item is limited to the current fair market value of the item, taking into account its age, condition and depreciation.

Collection & Delivery

Customers must ensure laundry is available at the agreed collection location and that delivery access is available. We are not liable for delays caused by traffic, weather, vehicle breakdowns, staff shortages or circumstances beyond our reasonable control.

Payment

Payment is required at the time of booking through our website. Bookings are not confirmed until payment has been successfully processed. We reserve the right to refuse services where payment has not been received.

Limitation of Liability

To the maximum extent permitted by law, Bekat Trading Pty Ltd and Norlane Fresh Laundry exclude all liability for damage to garments, shrinkage, colour transfer, fabric deterioration, loss of embellishments, failure of dyes, damage caused by normal laundering processes, damage arising from undisclosed special care requirements, and consequential or indirect loss. Our total liability for any claim is limited to the amount paid for the relevant service.

Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot legally be excluded.

Cancellation & Refund Policy

To ensure efficient scheduling and the availability of our pickup and delivery service, the following cancellation policy applies to all bookings:

• Cancellations made more than 24 hours before the scheduled pickup time (8:00AM for AM Pick Up, 1:00PM for PM Pick Up) are eligible for a full (100%) refund of any fees paid.
• Cancellations made within 24 hours but more than 3 hours before the scheduled pickup time (8:00AM for AM Pick Up, 1:00PM for PM Pick Up) are eligible for a 50% refund of any fees paid.
• Cancellations made within 3 hours of the scheduled pickup time are non-refundable. Please contact our customer service if you need further discussion.

All cancellation requests must be submitted through your confirmation email, or by directly contacting our customer support team. The effective time of cancellation will be the time we receive your request.

If you wish to reschedule your booking, please contact us as soon as possible. Rescheduling requests are subject to availability and may be treated as a cancellation if received within the timeframes outlined above.

We reserve the right to waive cancellation fees at our sole discretion in exceptional circumstances.

By booking our pickup and delivery service, you acknowledge that you have read, understood, and agree to this Cancellation & Refund Policy.

Grease, Oil & Difficult Stains

Grease, oil, heavy stains and some set-in marks may not be fully removable through our standard laundry process. We will make reasonable efforts to clean items, but we cannot guarantee removal of these stains and are not liable for stains that remain after laundering.

Changes to Terms

Norlane Fresh Laundry may update these Terms & Conditions from time to time. The current version published on our website will apply to all bookings and services.