DO OVER & CLAIMS POLICY

1. A Note on Our Cleaning & Restoration Process and Refund Policy

As Parkway approaches its 100th anniversary in 2026, we take pride in a century-long tradition of excellence in garment and textile care. Our proprietary spotting, cleaning, and finishing techniques have been developed over decades to restore garments and household textiles while preserving their original color, size, shape, and texture.

Whenever possible we adhere to the care label instructions provided by designers and manufacturers. These labels serve as a warranty from the maker that the item will not be harmed if cleaned according to their guidance.

Our primary goal is to restore each garment or household item so you can continue to wear, use, and enjoy it for years to come. If we determine that a piece cannot be returned to a wearable or usable condition—such as a prominent, permanent ink stain on the front of a shirt—we may provide a partial or full refund, determined on a case-by-case basis. However, if the item has been thoroughly cleaned, pressed, and returned in a wearable condition but retains a minor, non-removable stain or blemish that cannot be addressed without risking fabric damage, charges will still apply for the work performed.

Items Without Care Labels or With Complex Stains

When an item lacks a care label, we rely on our extensive experience with similar fabrics and garments. In more complex cases, we may request your consent before proceeding. Our consent form outlines the risks of cleaning without a manufacturer’s label. However, we do not request consent for common, well-understood items—such as cotton tops, laundered shirts, wool trousers, or unembellished silk dresses—which we clean routinely with excellent results.

In certain situations, we may recommend a cleaning method that differs from the care label—for example, wet cleaning an item labeled “dry clean only,” if our experience suggest that it will improve the result. In these cases, we provide a specific consent form or discuss the risks with you directly in-store or over the phone before proceeding.

If an item is impacted by the technique a customer has consented to, charges will still apply for the work performed.

Pre-Existing Conditions and Limitations

Some items arrive with pre-existing conditions that cannot be improved without risking further damage. In some cases, what appears to be a stain is actually permanent damage, such as:

• Delustered Fabric: Caused by friction—rubbing, handbags, or attempted stain removal by the customer—that alters the surface of the fabric.
• Color Loss: Often the result of contact with bleach, cosmetics, certain foods and sauces, or other chemicals that have stripped the dye.
• Yarn Slippage: Usually due to wear, folding, or contact with hard surfaces or accessories.
• Small Holes or Tears: Caused by wear, sunlight, or insect damage. Occasionally, weakened areas give way during cleaning or pressing, even when we use the most delicate techniques.

We do our best to document visible pre-existing conditions during our intake process. While we may be able to improve or minimize some of these issues, others are permanent. Charges will still apply when we clean and restore an item with pre-existing conditions that do not make the item unusable that the customer brings or sends in.

2. Notification and Rework Process

Customers must notify Parkway within 30 days of the order’s due date to initiate any claims or requests for rework. Parkway must be given the opportunity to restore or improve the garment or item, which may include re-cleaning and/or repairs.

Claims made after the 30-day window will be considered at Parkway’s sole discretion.

In some cases, Parkway may need to use replacement materials that are similar—but not identical—to the original, ensuring they are of equal or better quality. All repairs will be carried out by Parkway’s in-house alterations department. If a repair cannot be handled internally, Parkway will select an external seamstress or tailor to complete the work, at Parkway’s discretion and expense.

Note: If the customer declines to return the item for evaluation and/or improvement, no claim will be accepted.

3. Garment Evaluation and Fault Determination

If Parkway cannot reasonably restore the item to wearable or usable condition, the customer will receive a written report outlining the findings, either from an industry expert or directly by Parkway, at Parkway’s sole discretion. Based on the analysis, one of the following outcomes will apply:

a. Manufacturer’s Defect

If the issue is due to a manufacturing defect or the item proves to be unserviceable under standard cleaning methods, Parkway will support the customer in resolving the issue with the retailer, manufacturer, or designer. This may include providing documentation to aid in seeking a replacement or reimbursement.

b. Customer-Caused Damage

Damage caused by normal wear and tear, aging, exposure to consumer products (e.g., perfume, lotion), infestation, or improper handling is the responsibility of the customer. The item will be returned along with an explanatory note from Parkway.

c. Parkway at Fault (including lost items)

If Parkway is found to be responsible, the customer will be compensated based on the Fair Market Value (FMV) of the item, calculated using the American National Standard (ANS) Fair Claims Guide. Compensation may take the form of a store credit, replacement garment, or monetary reimbursement, at Parkway’s discretion. Parkway will retain the damaged garment.

If a full-value reimbursement or replacement is made, the customer remains responsible for the original cleaning charges.

Note for Silver Service Items: Parkway’s liability is limited to the lesser of the ANS Fair Market Value or 10 times the cleaning cost, in accordance with our service terms.

d. Undetermined Cause

If the analysis cannot conclusively determine the cause of the damage, Parkway will work with the customer to arrive at a mutually acceptable resolution.

4. Garment Replacement Policy

If Parkway elects to replace a damaged garment rather than offering a credit or reimbursement, Parkway reserves the right to select the retailer from which the replacement item will be purchased.