At Magic Basket, we treat every garment with clinical precision and logistical care. However, we recognize that even with the most rigorous systems, issues can occasionally occur. To ensure a fair and transparent resolution for our customers, we adhere to the following Damaged Item Policy.
Reporting a Problem: Damaged Item Policy
If you believe an item has been damaged during our process, please follow the steps below to initiate a review.
The 7-Day Accountability Window
To ensure an accurate investigation, all claims for damaged garments must be submitted within seven (7) days of the delivery date. After this window, we are unable to reliably track the chain of custody or determine the specific cause of the issue.
How to File a Claim
To report an issue, please send an email to care@magicbasketlaundry.com with the following information:
- Subject: Damaged Item
- Your account name and order date.
- A clear photo of the damage.
- A brief description of the item and the issue.
Inspection & Investigation
Once a report is filed, we reserve the right to inspect the item in person. Our Quality Control team will evaluate the garment to determine:
- Pre-existing Conditions: If the damage was present prior to pickup (e.g., thinning fabric, frayed seams).
- Care Label Accuracy: If the damage was caused by following an improper or misleading manufacturer’s care label.
- Process Error: If the damage occurred due to a failure in our internal "Magic Basket" standard protocols.
Timeline: While we aim for a quick resolution, the detail of this review means the process can take up to 21 days to complete.
Compensation & Liability Limits
In the event that an item is deemed damaged due to our process and cannot be restored, Magic Basket’s liability is capped to ensure the long-term sustainability of our service:
- Maximum Limit: Total compensation is limited to a maximum of $100.00 in total credits per order.
- Method of Reimbursement: All compensation is provided exclusively via Magic Basket account credit. We do not provide reimbursement via check, cash, or the purchase of a replacement item.
See our article Lost Item Policy for more information.
