The dry cleaner ruined a thing: a favorite cashmere coat, recently bought in an Italian store for crazy money. Resentment, grief, but the desire to fight for justice lead nowhere; they only give rise to disappointing decisions on the part of the dry cleaning administration. What should a simple client do who does not know the laws, nuances and tricks in this matter, but wants to restore justice and return not only the money for the damaged item, but also compensation for moral damage?

Methods for cleaning items in a laundry service

In 1885, Jean-Baptiste Jolly came up with a way to get rid of stains on clothes without using the main detergent component - water. Kerosene was used back then. It replaced the current elements of the chemical composition and dealt well with dirt. Now there is an alternative to dry cleaning of clothes - water cleaning, which contains liquid. It is concentrated, filled with detergent solvents. It is acceptable to use it for lightly soiled items, but it will not cope with grease stains and dyes of natural origin.

You can also easily clean a worn item at home, without necessarily turning to professionals for help. Otherwise, when stains are practically not removed by bleach, but only fade, it is worth enlisting the help of professional chemistry. Some people believe that the service will ruin things because they use rather inhumane cleaning methods. On the contrary, after the laundress the condition of the wardrobe improves noticeably and becomes like new. This is due to the fact that:

1. There are categories of different substances that are used to clean everyday clothes, weekend outfits, and winter thick multi-layer fabrics.
2. New technologies are being introduced for each type of textile separately.
3. Some items are processed by hand and then stains are removed using machines.
4. To wash furs, hydrocarbon compounds of solvents are used.
5. Anti-mole coatings are included in preparations for cleaning natural furs, sheepskin coats and down jackets.
6. Any outerwear can be deodorized at the client's request.

After any dry cleaning, fur coats are stored in special refrigerators. This way the furs retain their original appearance longer. Separate services are available for ironing, starching, professional washing, conditioning and disinfection. Each method is selected individually depending on the type of stain (coloring, burn, protein). If a dry cleaner ruins an item, it means that the wrong physical impact on the stain was chosen, as well as the method of removing the stain.

What items are strictly dry cleaned?

All over the world, symbols are used on items that are subject to dry cleaning. These are different concepts, but they are only recommended and do not oblige the owner to resort to such measures:

1. Dry Clean Only: Many items marked with this symbol can be washed at home if you know what to clean them with.
2. Dry cleaning. If the word "only" isn't on the tag, you don't need to go to the dry cleaner. It is enough to do this at home with extreme caution. Clothing manufacturers tend to make the mistake of suggesting dry cleaning instead of using a washing machine. This is a precautionary measure when people, especially in the US, ignore such inscriptions by referring to the symbols.

If clothes have a cleaning symbol, but ironing is allowed, this means that you can try to clean a coat or woolen item at home. By the way, almost all modern machines are equipped with a “hand wash” system, which gently washes things. However, if all prohibiting signs are present, it is allowed to clean things in special departments where organic products are used. If you don’t want your dry cleaning item to be damaged by negligence, it is better not to use the services if possible. There are a lot of new products in the field of household chemicals that do an excellent job of removing stubborn stains.

How and with what could a thing be rendered unusable: what does damage mean?

You can make clothes look unmarketable after dry cleaning only with the help of caustic stain removers. Some solvents use benzene compounds, which literally eat away the fibers of the fabric. For example, a dry cleaner damaged an item that was slightly dirty: dry cleaning or using nitrogen was acceptable. If the staff decided that the dirt should be removed in a different way, without making sure whether this would cause irreparable damage to the clothes or not, then one can assume that the workers are incompetent.

The very fact of damage is always noticeable upon receipt of the item - you took the clothes, examined them, and there: holes instead of old stains, stains, thinned places, etc. The fact can be recorded upon receipt of the goods.

What indicates damage to clothing?

There is such a system for receiving things: the goods have been cleared, the client receives a tag about the manipulations performed, signs a document stating that there are no complaints, and pays for the service. Sometimes, when a client returns an item in a hurry and is not allowed to check it, this indicates that there are pitfalls. This means that the dry cleaner ruined the item, but they don’t want to admit it, trying to hide this fact. You can suspect something is wrong based on several “symptoms”:

1. Winter items are rented out in the summer, for example, fur coats, and then stored in a locker. Often, after a season, the client is informed that the product is lost or not ready for use. Solution: the client is required to issue clothes regardless of the paid storage period, type of washing, or chosen service.
2. Presence of strange spots. Let's say that when receiving a sweater, the client noticed a strange stain or stains, but the administration claims that this did not happen during the cleaning process. They may refer to the cleaner who stained his clothes. Thus, in order to receive compensation, you need to write a complaint against a cleaner who, in principle, does not exist in the company.
3. Sealed packages for “dear” customers. If an item is returned to you in a thick, dark bag, check your clothing first. Do not accept items back until payment has been made. There is a risk of a “pig in a poke” being taken away from the laundress in the form of a damaged item.

If you suspect such moments, you can safely contact Consumer Rights Protection. However, in reality, few people win such cases in court.

Methods for determining and types of damage

If you still manage to catch the violator of cleanliness, you need to determine the amount of damage in order to then recover at least the depreciation cost of the service. Even the most elite laundry agency does not provide 100% payment for clothes. In addition, it was not the workers who ruined the dry cleaning item, but incorrect cleaning methods, technology, or the steaming system itself. Here are some tips on what to do with your item before and after washing:

1. When dry-cleaning clothes, items are inspected better than when purchased. All available details are recorded - button size, number of decorations, additional information.
2. The condition of things and their accessories is indicated. If this is not on the check, you can safely make comments.
3. The customer must check the pockets themselves for the presence of foreign objects. After washing, as a rule, the pen's ink will adorn a gentleman's expensive suit.
4. Pay attention to the color scheme of the clothes - after returning the items, the client should not have questions: “Why is the coat faded, the child’s old clothes are not so bright, and the cuffs on the sleeves did not become snow-white, like 25 years ago when purchased?” Hoping to get new clothes, some clients place unrealistic expectations on laundress workers.
5. Don't forget to check the presence of working snakes, note broken parts, defects and defects.
6. The deformation of the product must be determined. For example, they brought a blazer that was two sizes too small, but it wasn’t noted on the receipt. This means that the dry cleaner will be to blame if the actual size differs from what is on the tag.
7. Pay close attention to the note about fading of parts of the fabric. Bright pigments are more likely to succumb to this syndrome, and clients mistake it for contamination, hoping for washing.
8. The label also plays a special role - it often indicates what and how to wash the clothes. The names of expensive brands should raise red flags; the receiver will label them as luxury items, even if they are not real. The lack of tags is doubly alarming.

If differences are found on the receipt before delivery and after receiving the clothes, you need to sort it out. Damage of varying degrees is compensated partially or fully at the cost of possible costs.

When is it the owner of the clothing's fault?

There are things that should be taken to the dry cleaner, use various household chemicals, etc. The following fabrics and clothes do not need to be washed at home:

1. Lined items.
2. Products with beads, sparkles and other decorations.
3. Suits, especially made of wool.
4. Elements with complex structures.
5. Very dirty or stained items.
6. Pleated skirts, dresses and trousers.
7. Delicate synthetics, for example, “Rayon”.
8. Items that are made from several types of fabrics.

At home you can wash some “complicated” things that do not necessarily need to be damaged by chloride and toxic substances:

1. Cashmere and wool will last longer if they are hand washed.
2. Sturdier synthetic fibers such as polyester and nylon can be washed by hand or cold water, even using a washing machine.
3. Cotton and linen items that do not meet any of the above criteria: no lining, no details, etc.

If the above-mentioned models of things are subjected to strong steam treatment with the addition of chemicals, it is unlikely that they will return to their original form. In addition, pay attention to the tags: if dry cleaning is prohibited, then so be it. Don’t tempt fate, because no one will return your money for your mistake.

Important! Some establishments use perchlorethylene, known as Perc, instead of solvents. This chemical is released into the air through vents. Ultimately, it pollutes water, damages plants, and causes allergies in animals. Exposure in the short term may cause dizziness, nausea, headaches and fatigue.

Lack of tags does not exempt you from liability

A controversial situation occurs when tags and any washing signs are missing from the clothes. After receiving the clothes, what you get at the exit may not be exactly what it was before. The dry cleaner ruined the item - what to do in such a situation:

1. First, before the garment is processed, the acceptor must ensure that the fabric can be exposed.
2. Secondly, custom-made items are not designated in any way. These are expensive items of clothing, accessories, jewelry, metal inserts, and silk linings. Don't accept if you're not sure. Once you have completed it, try not to spoil it. In case of damage, a reconciliation report is drawn up and the damage is reimbursed in full.
3. Thirdly, the client is also obliged to agree with the chosen technology. Thus, he will relieve the staff of responsibility for the item.

These laundries usually have a fabric acceptance summary. Possible services are offered regarding the type. If a customer wants to select a specific technology for their clothing, they are notified of possible damage. If he agrees, he takes full responsibility for the entire subsequent process of working with the fabric.

How to reimburse the cost of a damaged item in dry cleaning: partial and full responsibility of dry cleaning staff

There are concepts of partial and full compensation:

1. They will fully refund the money for the staff’s oversight, who forgot to check the pockets, look at the details of the tag, and make sure that the cleaning method was chosen correctly.
2. They will partially refund the money if the clothes are inevitably damaged, but according to the instructions they were supposed to be washed that way. Here it is necessary to take into account the work of the receiver, who, due to lack of experience, did not warn about the possible outcome.

Often the responsibility of a dry cleaner for a damaged item is shifted onto the shoulders of the client. In such cases, you need to write a complaint.

Proceedings without trial: the administration registers cases

Any complaint is reviewed by the competent authority. If the administrator can resolve the issue, then fines will follow immediately. The employee may be fired, and the client may be paid damages for a new or worn item. If no solutions are offered, the customer has the right to contact the police or an organization for the protection of customer rights.

Where to complain about incompetent workers?

In addition to specialized organizations, the client is allowed to contact the police if a dry cleaning item is damaged. How to proceed further is at the discretion of the client. You can sort it out amicably by setting the average amount of damage. You can also contact the manager to draw up a report on the detected defects. Even if you saw them at home, trying on a mink coat, do not hesitate to contact us. When an examination is ordered, the result will prove that the fabric could not have been torn to holes with obvious burns from chemicals when worn. Based on Federal Law No. 35, the client has the right to receive double the cost of the item and payment for dry cleaning if the clothing is not suitable for wear at all.

Claim to dry cleaner: damaged item cannot be repaired, compensation required

Having recorded the act of verifying defects and differences between the item handed over and received, you can contact the authorities. An inventory is carried out when submitting an application to the arbitration court. If there is a procedural rule of the article, a court hearing is expected. If something is damaged at the dry cleaners, what should you do? A sample claim (presented below) was accepted, but no one paid the funds.

This means that this fact must be recorded in writing, legally certified and attached to the claim in court.

Want to remove stubborn stains from your favorite clothes? Does your fur coat made from natural or faux fur no longer look as luxurious as it once did? Not sure how to clean your favorite white sneakers? Are you afraid of ruining delicate items with regular washing? The company "Dry Cleaning No. 22" will help you cope with all these problems. Our staff will do everything to make your items look like new again!

What makes sense to take to the dry cleaner?

Very often, many of us are faced with a choice: take soiled items to the dry cleaner or try to deal with the contamination ourselves? To make the right choice, you must always soberly assess your own strengths and have at least a general idea of ​​what things can simply be thrown into the washing machine, which should only be washed by hand, and which can be easily damaged even with plain water.

For example, dark jeans stained with ordinary soil or dirt will feel great in the washing machine. But the same cannot be said about a thin blouse made of delicate silk. And, of course, under no circumstances should you machine wash fur coats or sheepskin coats. After such treatment, you can safely throw away both things and the machine.

First of all, go to the dry cleaner with delicate and delicate items. In second place are outerwear and some accessories - coats, down jackets, fur coats, gloves and bags. In addition, it makes sense to refer to specialists children's things and toys that could serve for a very long time if they had not absorbed a huge amount of dirt. It is simply impossible to wash such things on your own. But professional cleaning products can handle this easily.

The big problem is mistrust

Very often, people think that dry cleaners use only strong chemicals, which can not only ruin the structure of things, but also leave behind an unpleasant or even harmful odor. In fact, the days of using such tools are long gone. Currently, there are a lot of different ways to clean your things from dirt and stains with simple water, steam or even air. Children's things can be tidied up using liquid silicone or in a hydrocarbon environment. These technologies allow you to clean even the most delicate children's clothes and toys without any problems.

You can use these and many other methods and technologies in the company "". We will not only clean any, even the most complex and outdated stains, but we will also do it as delicately and accurately as possible. Thanks to this, things will last you for a very long time. Contact us!

Regulatory area

Legal relations arising between the consumer and the contractor (an organization providing dry cleaning services) are regulated by the Law of the Russian Federation of February 7, 1992 No. 2300-I “On the Protection of Consumer Rights” (Articles 27-35), and the Decree of the Government of the Russian Federation of August 15 1997 No. 1025 “On approval of the Rules for consumer services to the population in the Russian Federation”, Civil Code of the Russian Federation (§1, § 2 of Chapter 37 “Household Contract”).

Fur coats, sheepskin coats, leather goods, wool, jackets, items made from combined materials and many other things at home are simply impossible to clean well without causing harm to them. However, many are in no hurry to take them to the dry cleaner, knowing that after dry cleaning the item may be damaged. In order not to spoil things that require special delicate care, and not to get an unexpected and sad result for you, you should be careful when resorting to dry cleaning services.

Artist information

Please note the required set of information, which must be presented in a clear and accessible form in a convenient location at the reception point. Here's what you should definitely see:

• name of the company, its legal address, telephone number and hours of operation;
• list of main types of services and forms of their provision;
• rules of consumer services for the population in the Russian Federation;
• excerpts from the Law of the Russian Federation “On the Protection of Consumer Rights”;
• the name of the standards (GOSTs), the requirements of which the quality of services must meet;
• prices for services provided and deadlines for their implementation.

If this information is missing, it is unlikely that you should trust your items to such a dry cleaner.

In addition, as additional information, you can see a breakdown of symbols for caring for products, as well as the client’s responsibilities before handing over items for cleaning (for example, should the client undo buttons, zippers and other accessories). It happens that dry cleaners themselves strip and then re-sew fittings or decorative elements, or even perform minor repairs to the product. In this case, all this is already included in the cost of services. The Contractor does not have the right to perform additional services for a fee without the consent of the consumer.

Receipt. be careful

When accepting your item for dry cleaning, the receptionist is obliged to give you a document - a receipt, which is your agreement with a consumer service company for the service of providing dry cleaning of your item. Before signing the issued receipt, carefully study its contents. An unnoticed phrase may result in the delivery of a damaged item to you and the inability to subsequently prove the guilt of the dry cleaner, and as a result, the inability to recover damages caused to you. If the receipt is written illegibly, you have the right to demand that it be rewritten. You need to know that the receipt must contain:

• legal address of the consumer service enterprise;
• surname, initials, address and telephone number of the customer;
• type of service (work);
• name of the product, its color, composition, completeness, fittings, existing damage and defects;
• the date of receipt of the order and the period for its execution;
• service cost.

Upon acceptance, they will point out the shortcomings and weak points of the items (if any) and warn you about the possible negative consequences of processing (for example, they will warn you that wool items have moth etchings, in place of which holes may form). You take a risk and decide to have the item cleaned. The receptionist makes a corresponding entry on the receipt (for example, “As a result of dry cleaning, holes may form in places where there are moth marks on the sleeves of the product”), and you sign on the receipt, including this warning. In this case, if as a result of cleaning your item actually loses its presentation in accordance with the written warning, you will not be able to make any claims regarding this.

You may not sign the receipt and refuse the services of this dry cleaner if they cannot guarantee you the safety of the item. Therefore, before signing the receipt, please read it carefully.

There is another scenario for a similar development of events.

The receptionist examined your items and wrote out a receipt (printed it out on a printer). You didn’t bother to read her illegible handwriting (small font), and when you received the items, you discovered annoying facts: the product was partially or completely damaged. In response to your complaints, they show you a receipt and say that you signed the appropriate warning, which means you were informed of the possible damage to the item and voluntarily agreed to such conditions. But you can’t make out a single word on the receipt and don’t know what arguments to give in your defense.

If this situation arises, you must remember that the receipt contains the terms of the contract, as well as information about the service. In accordance with Art. 10 of the Law of the Russian Federation “On the Protection of Consumer Rights” and clause 11 of the “Rules for Consumer Services to the Population”, when placing an order, the contractor is obliged to provide reliable information about the service provided and about specific circumstances, interfering with the quality of service delivery. In this case, the information was not provided because it was not available for reading. Consequently, the consumer service enterprise is responsible for the poor quality of the dry cleaning service provided for your product on the basis of Art. 35 of the Law of the Russian Federation “On the Protection of Consumer Rights”.

Dry cleaners often use “standard” receipt forms with text approximately as follows: “As a result of chemical treatment, the following defects may appear: ...“The following is a specific list of defects, including “loss of presentation.” Thus, the dry cleaner is actually trying to protect itself from any claims against you. If, as a result of cleaning, your item has really lost its presentation, and the dry cleaner refers to a receipt with standard printed text, do not despair. If it was general text on the receipt form, and about defects exactly your item you were not warned, the dry cleaner must compensate for the damage.

The receipt issued by the dry cleaner is a contract of adhesion. Article 428 of the Civil Code of the Russian Federation (Civil Code of the Russian Federation) defines an adhesion agreement as an agreement, the terms of which are determined by one of the parties in forms or other standard forms and could be accepted by the other party only by joining the proposed agreement as a whole.

Thus, the very fact of the presence of the above printed text, namely, for example: “As a result of chemical treatment, the following defects may appear: ...” in each receipt infringes on the rights of consumers who are forced to use the “service”, accepting the terms of the contract, which obviously allows damage to the product.

In accordance with Art. 16 of the Law of the Russian Federation of February 7, 1992 No. 2300-I “On the Protection of Consumer Rights”, the terms of the contract that infringe on the rights of the consumer in comparison with the rules established by laws or other legal acts of the Russian Federation in the field of consumer rights protection are recognized as invalid, which in turn turn entails the application of sanctions in accordance with Art. 14.8 of the Code of the Russian Federation on Administrative Offenses of December 30, 2001 No. 195-FZ. So, the inclusion in the contract of conditions that infringe on the rights of the consumer established by law - entails the imposition of an administrative fine on officials in the amount of one thousand to two thousand rubles; for legal entities - from ten thousand to twenty thousand rubles.

Analyzing the above, we can conclude that the specified clause of the receipt (agreement) will not have legal force and its “standard” text can always be challenged in court.

As already mentioned, the contractor who included a clause in the contract that infringes on the rights of the consumer bears administrative responsibility. Therefore, an organization that has included this clause in the contract may be subject to an administrative fine for such a violation. The body holding accountable for the inclusion of conditions that infringe on the rights of consumers is the relevant Rospotrebnadzor Department. Address of the Rospotrebnadzor Office for the Ryazan Region: Ryazan, st. Ostrovsky, 51.A. The complaint is submitted in writing, indicating the name of the offending organization and its address. It is advisable to attach a copy of the agreement.

Determining wear and tear of an item

The rules for determining wear are prescribed in the “Guide for employees of reception points of dry cleaning and dyeing enterprises”, approved by the Ministry of Consumer Services in the RSFSR on June 20, 1990 (valid document):

wear 10%- installed for products that have not been used, do not have manufacturing defects or irregularities in finishing, products may have slight dust due to storage

wear 30%- installed for lightly worn products, with minor dirt, not faded, not subjected to repainting or washing, without damage to fibers and coloring, as well as for unworn products with slight obsolescence

wear 50%- is set for worn products, slightly faded, frayed, with minor defects, for unworn products with significant obsolescence, for washed yarn, obtained by unraveling knitted products, but has not lost strength

wear 75%- installed for heavily worn, but serviceable, heavily soiled, faded, worn out, re-faced, moth damaged, with tears and darning, damaged by home cleaning or washing, as well as for unworn products that have a large defect that is difficult to remove, in addition, for products from artificial leather with minor damage to the polymer coating, from natural leather with damage to the front covering, from natural fur with yellowed, frayed, matted hair, with damage to the leather fabric.

Also, the Consultation Center for Consumers of the FBUZ “Center for Hygiene and Epidemiology in the Ryazan Region” draws attention to the existence of a special GOST R 51108-97 “Household Services. Dry cleaning. OTU”, adopted and put into effect by the Resolution of the State Standard of Russia dated December 17, 1997 No. 412 (current GOST). The specified GOST contains general technological requirements for the dry cleaning process, requirements for the quality of a product that has undergone dry cleaning, and other requirements and rules.

There was a conflict. How to proceed?

What to do if the product is damaged and loses its presentation? The Consultation Center for Consumers of the FBUZ “Center for Hygiene and Epidemiology in the Ryazan Region” informs that in accordance with paragraph 1 of Art. 14 of the Law “On the Protection of Consumer Rights”, damage caused to the consumer’s property due to design, production or other defects in the work or service is subject to compensation by the contractor in full.

By the way, the company is also responsible for the safety of things received from you. Clause 1 of Art. 35 of the Law of the Russian Federation “On the Protection of Consumer Rights” obliges the contractor, in the event of a complete loss of an item accepted from a consumer, to replace it with an item of similar quality within three days. And if this is not possible, the contractor is obliged to compensate the damage caused to the consumer in the amount of twice the cost of the product. You should state your requirements in writing and with references to the relevant legal provisions. The content of the claim, both for damage and loss of things, consists of three parts:

• descriptive part (name of the company in whose name the claim is being submitted; from whom the claim is being submitted; date of conclusion of the contract, receipt number and due date; description of the service you ordered; deficiencies found);
• motivational part (indication of articles of the Law and paragraphs of the Rules, on the basis of which you believe that your rights as a consumer have been violated (infringed));
• the final part (your demands; the deadline for their satisfaction; a warning about your readiness in the event of an unreasonable refusal to transfer the case to court).

The claim is drawn up in two copies, the first is given to the responsible person of the enterprise, and the second with a mark of delivery (date, signature, transcript of the signature of this responsible person) remains with you. This claim should be sent by registered mail with return receipt requested (this is the only option if your claim is refused to be accepted and signed).

The damaged item should be taken away only if a bilateral document is drawn up indicating all the damage found. The item should not be accepted without written documentation of any detected defects. If they refuse to draw up such an act, contact the regulatory authorities - this is a violation of the Rules for Consumer Services.

Expertise

If you have drawn up a defect report, taken the item, but the contractor refuses to satisfy your demands, you can conduct an independent examination of the item yourself. If the defect report has not been drawn up, the item is in the possession of the executor, the examination should be carried out as part of the legal process.

Technological examination can reveal whether there was a violation of dry cleaning technology, or whether the product was damaged due to reasons beyond the control of dry cleaning (for example, due to poor quality of the product). Unfortunately, the current situation is such that there are not many independent expert institutions certified to conduct relevant technological expertise.

Commodity examination determines the market value of the product. The need for merchandising expertise arises if the sales receipt for the product has not been preserved. Please note that it makes sense to keep the sales receipt for the product not only during the warranty period after purchase. Especially if it is an expensive thing - a leather jacket, fur coat, sheepskin coat.

Both technological and commodity expertise will require payment from you. If the case is won in court, all costs of organizing the examinations will fall on the shoulders of the defendant. If you lose the case, you will have to pay damages to the defendant.

What rights does the consumer have in the event of deficiencies in the dry cleaning service provided or in the event of destruction (in whole or in part) of the item or violation of the work deadlines?

As mentioned earlier, you must make written demands to the contractor, including in court, depending on the violation committed by the dry cleaner.

1. In case of violation of the terms of service provision requirements should be made in accordance with Art. 28 of the Law of the Russian Federation “On the Protection of Consumer Rights”(you only need to select one):

• assign a new term to the executor;

• entrust the provision of services to third parties for a reasonable price or perform it on their own and demand reimbursement from the contractor for expenses incurred;
• demand a reduction in the price for the provision of services;
• refuse to fulfill the contract for the provision of services.

It should be remembered that satisfaction of the consumer's demands for the gratuitous elimination of defects, for the production of another item, or for the repeated provision of a service does not relieve the contractor from liability in the form of a penalty for violating the deadline for the provision of the service.

If during the provision of dry cleaning services your item is lost, damaged or lost (in whole or in part), you have the right to make demands under Art. 35 Law of the Russian Federation “On the Protection of Consumer Rights”. In this case, the contractor is obliged to replace your item with a homogeneous item of similar quality within three days, and if it is impossible, to reimburse twice the price of the lost (damaged) item, as well as the costs incurred by the consumer.

Regardless of the scope of the claim, you have the right to also demand compensation for moral damage in accordance with Art. 15 of the Law of the Russian Federation “On the Protection of Consumer Rights”.

If the contractor violated the terms for the provision of services or provided a service with deficiencies, or refuses to admit the fact of damage to the item and at the same time refuses to voluntarily satisfy your legal requirements, you can safely apply for protection of your violated consumer rights and interests to the court (Article 17 of the Law “ On the protection of consumer rights").

A statement of claim to the court is drawn up on the same principle as a claim. However, the form and content of the statement of claim must meet the requirements established by Art. 131 Code of Civil Procedure of the Russian Federation. The difference is that the descriptive part indicates the court to which the statement of claim is filed, and below the name of the defendant and his legal address. In the final part, you should state your demands in order and calculate the total amount you are asking to recover from the defendant. The following are the documents that are attached to the statement of claim as evidence.

At a minimum, the statement of claim must include:

• photocopy of the receipt (agreement);
• a photocopy of the claim with the signature of the responsible person or with a postal notification of delivery of the letter to the addressee;
• in case of an independent examination, a copy of the conclusion is required;
• other related documents (for example, a sales receipt confirming the cost of the product, a document confirming your expenses for legal services, etc.);
• calculation of claims.

Results

When purchasing an item, remember that if it cannot be washed, it will need to be dry cleaned. Be picky about your choice, look for confirmation of the seller’s words about product care on the labeling, which must certainly be on the product.

It is impossible to protect yourself from troubles one hundred percent: it happens that an expensive thing turns out to be impractical and extremely difficult to clean, but you can buy a product on the market, and it will not be demolished. But in any case, when purchasing, be sure to remember about the cash register (sales) receipt: you must receive it in your hands and keep it until the first cleaning or washing of the product.

If you have sent an item to the dry cleaner and are unhappy with the result, decide whether you are ready to conduct a dialogue with the dry cleaner until the conflict is resolved. Reasons for dissatisfaction with dry cleaners are very different: damage to the product, poor cleaning (stains left, etc.) and even loss of the product. You can safely demand re-cleaning at your expense if your item was poorly cleaned, and compensation for damage if the item is suddenly lost. If you claim that the product has been damaged, you will have to prove it by referring to the results of a technological examination. It seems that there would be fewer such cases if things were treated more carefully at reception. Unfortunately, the qualifications of dry cleaning inspectors are often such that they simply cannot warn you about possible adverse consequences.

But don't despair. You should boldly get down to business and prove to the dry cleaner that you are right, and if the dry cleaner refuses to compensate for your damage, go to court and defend your rights. Fortunately, the regulatory framework (Rules for Consumer Services and the Law on the Protection of Consumer Rights) allows this to be done.

FREE CONSULTATION on consumer protection issues you can get at the Consultation Center for Consumers of the FBUZ "Center for Hygiene and Epidemiology in the Ryazan Region" , located at the address: Ryazan, st. Ostrovskogo, 51 a, office. 304. (tel. 92-97-80), and also by calling the toll-free hotline: 8-800-200-10-62

SAMPLE CLAIM

Claim

on compensation for damage during the provision of dry cleaning services

"___" ________ 20 __ I entered into an agreement with your organization for the provision of dry cleaning services ___________________________________(enter the item that was dry-cleaned)

"___" ________ 20 __ I came to receive the above item from cleaning and discovered that it had completely lost its former appearance, namely: ________________________________________________________________________________________________

(indicate existing shortcomings, for example: there were stains, stripes and stains on the item) , and therefore it is not possible to wear such a thing.

My demands to eliminate the defects or compensate for the damage caused were refused. Since I believe that the service was provided to me of inadequate quality, and that harm was caused, I was forced to apply for an independent examination of the damaged item. Based on the results of the examination, it was determined that the damage to the item was your fault.

I remind you that in accordance with Article 35 of the Law “On the Protection of Consumer Rights”, in the event of complete or partial loss (damage) of material (thing) accepted from the consumer, the contractor is obliged to replace it within three days with a homogeneous material (thing) of similar quality and at will the consumer to manufacture a product from a homogeneous material (thing) within a reasonable time, and in the absence of a homogeneous material (thing) of similar quality - to reimburse the consumer twice the price of the lost (damaged) material (thing), as well as the costs incurred by the consumer.

Taking into account the above, and also guided by Articles 4, 14, 29, 35 of the Law “On Protection of Consumer Rights”

I demand:

1. Reimburse me for the cost of the damaged item twice as much, i.e. in the amount of _____________ rub. ____ kop., or provide me with a similar item within three days.

2. Refund the cost of dry cleaning services in the amount of _____________ rubles. ____ kop.

3. Reimburse the costs of conducting the examination in the amount of _____________ rubles. ____ kop.

These requirements are in accordance with Article 31 of the Law “On Protection of Consumer Rights” Please complete this within 10 (ten days).

If my requirements are not met, I, on the basis of Art. 17 of the Law of the Russian Federation “On the Protection of Consumer Rights” I have the right to go to court to protect my violated rights as a consumer. In court, I have the right to demand forcible termination of the contract and return to me the amount paid under the contract, reimburse double the cost of the item, pay a penalty (penalty) for failure to fulfill (delay in fulfilling) my requirements, and also in accordance with Art. 15 of the Law of the Russian Federation “On the Protection of Consumer Rights” to compensate for the moral damage caused to me by your actions. I also have the right to demand compensation for losses caused to me (payment of legal costs, lawyer’s services, representative and other expenses).

I propose to resolve my issue out of court. I propose to submit a response to my complaint within 10 days from the date of its receipt.

I remind you that if the court makes a decision in favor of the consumer, you will also be forced to pay a fine to the state in the amount of 50% of the cost of the claim.

Application:

1. A copy of the receipt for the provision of services (dry cleaning).

2. A copy of the examination report.

3. A copy of the receipt for the cost of the item.

"_____" _________ 20__ _______________________

(Full name of the consumer)

SAMPLE STATEMENT OF CLAIM

	To court _________________________ _____________________________________________ Plaintiff: _________________________ ________________________________ Respondent: ______________________ ________________________________

STATEMENT OF CLAIM

on the collection of funds for damaged items, dry cleaning services

and compensation for moral damage

Cost of claim:__________ rubles _____kopecks.

“___” ____________ 20__ an agreement for the provision of services was concluded between me and the defendant. In accordance with this agreement, the defendant was required to dry clean the ___________ belonging to me before “__” ____ 20__. Having paid for dry cleaning services for the product in the amount of ___________ (_____________) rubles ___ kopecks, I fulfilled my obligations under the agreement. properly and in full, as confirmed by ____________ (document confirming payment) No. ______ dated “___” ____________ 20__.

“___” _____ 20__, within the period established by the contract, I came (came) for ____________, it turned out that the work was done by the defendant poorly:

_________________________________________________________________________________________.

(indicate the shortcomings of the work)

I demanded that the defendant compensate me for the damage, since it is not possible to use the thing that belongs to me. Dry cleaning specialists carried out a quality check, as a result of this check it was determined that ________________________, therefore there is no fault of the dry cleaner. I do not agree (disagree) with the results of this audit.

I contacted the Center for Independent Consumer Expertise, where an independent examination was carried out, which showed that the defects arose as a result of dry cleaning.

In accordance with paragraph 1 of Art. 35 of the Law of the Russian Federation “On the Protection of Consumer Rights”, in the event of damage to an item accepted from a consumer, the contractor is obliged to replace it with a homogeneous item of similar quality within three days, and in the absence of such an item, to reimburse the consumer twice the price of the damaged item, as well as the costs incurred by the consumer.

3. To recover from the defendant the costs of conducting the examination in the amount of _____________ rubles;

4. To recover compensation from the defendant for moral damage caused to me in the amount of _________ rubles.

Application:

1. A copy of the statement of claim for the defendant.

2. A copy of the order receipt.

3. A copy of the claim to the defendant.

4. A copy of the notification of delivery of the claim by registered letter and postal receipt.

5. A copy of the sales receipt for the product.

6. A copy of the examination report.

7. Calculation of claims.

“___” ____________ 20__ __________________ (full name)

(signature)

Dry cleaning, dry cleaning - some dry cleaning users are simply scared to hear these names. Communicating clearly and intelligibly what is happening in a dry cleaning machine to the end consumer is not an easy task. I will help everyone by giving a simple description of dry cleaning technology.

How do they clean things at the dry cleaner?

Today is a short review of the solvents used in dry cleaning.

Solvents themselves are not cleaning agents. This is just a cleaning medium. The most important property of the solvent is to easily penetrate deep into the fiber and through the fibers. But, if it easily penetrated and passed through without creating resistance, then it did not remove anything from the tissue.

Dry cleaning technology in perchlorethylene

The most popular solvent for dry cleaning is perchlorethylene. You probably know this smell - the most common smell in dry cleaners is perchlor (as professionals call it). Quite a pungent odor; prolonged inhalation of even a small amount of perchlorethylene dissolved in the air causes spasms of the vocal cords, sore throat and cough in those who are particularly sensitive.

For dry cleaning, perchlorethylene is good because it is denser than water - almost 2 times (1.76) - this means that the mechanical effect on the product in the drum will be very effective. Imagine being lowered down a mountain in a barrel of stones or pillows. What will hurt more? Right. For good cleaning, high mechanical stress is required.
Why is perchlorethylene bad? Because it is a highly toxic substance (SDYAV), essentially. I breathed in the perchloric acid for a longer period of time - my mood immediately became better, my head began to spin, my eyes turned red. Then pulmonary edema and rest. It also accumulates in the liver and kidneys.

There are stories that during the dry ban (and even a little later), binge alcoholics relieved withdrawal symptoms with perchlorethylene vapor (slightly warmed in a cup) - they got hangovers, to put it simply. True, such a tool required some skill. If perchlorethylene is heated strongly in air, it produces phosgene. Chemical warfare agent.

Nature defenders and ecologists are actively fighting against perchlorethylene. I believe that this is a kind of lobbying of interests. And it all started in America.

In the USA they threatened to ban perchlorethylene in dry cleaners completely by 2016, in Germany by 2018, France has already banned it. So you might want to think about buying used equipment from Europe. It is unrealistic to imagine dry cleaning in Russia without perchlorethylene in the near future.

KWL dry cleaning technology - hydrocarbon solvent

KWL is a hydrocarbon solvent. For all lovers of dry cleaning and barbecue. KWL is a fire starter. A little greasy to the touch. Yes, you know what kind of remedy it is.

Advantage - does not degrease to 0. Important for fur and skin. That is, it’s easier to process the fur coat later.
Cleaning ability is weak. But there are masters who work wonders with hydrocarbons. Seek and you will find.

A small “bonus” - since the solvent is based on petroleum fractions, it is naturally flammable (I already talked about lighter fluid) and the flash point is 55 degrees. “One tablet” is enough and you will come white and fluffy. Distillation takes place under vacuum, and there is also a nitrogen cylinder in the machine - so that if anything happens, the whole thing can be extinguished.

It does not burn by itself. But fabric soaked in this solvent burns beautifully. In old dry cleaning machines, before the craze for these solvents, there were... gates to remove the blast wave.

Dry cleaning technology in silicone solvent

Silicone solvent. Also fatty. The same goes for fur coats and leather jackets, but it also cleans wedding dresses superbly. (If it's not ble... but). Also flammable, also dangerous.

Sensene dry cleaning technology

The German company Safechem (a subsidiary of the DOW holding company, which makes, among other things, perchlorethylene) has released its solvent based on modified alcohols and called it. The manufacturer keeps the composition and name of these alcohols secret. The alkoxypropanol composition of the SENSENE solvent is from 50 to 70%, from 30 to 50% of the solvent composition is hydrocarbons, c11-c13 isoparaffin and flavorings. A distinctive feature of sensene solvent is its high KB-value (kauri-butanol number) - 161. Even perchlor with its 90 was not close.

Intense dry cleaning technology

Seitz, a well-known Russian manufacturer of chemicals for dry cleaning and laundries, introduced Intense dry cleaning solvent in 2016. According to information from the safety data sheet, Intense consists of more than 30% aliphatic hydrocarbons, 50-75% hydrocarbons, C11-C14 nephras, isoalkanes, cyclic compounds,< 2% ароматических присадок относящихся к классификации Xn R65 R66. На момент публикации в России замечено 3 предприятия, пробующих технологию Intense, поэтому подробностей не так много.

I hope that this publication about solvents was useful to those who only use dry cleaning as a client, as well as to those for whom dry cleaning is a business.

Sometimes it is useful to know both the trade names and the scientific name of the solvents. Meet:

Hydrocarbon (KWL),

Silicone (D5, GreenEarth, decamethylcyclopentasiloxane, GEC-5)

Solvon K4 (Dibutoxymethane/1,1-(methylenebisoxy) dibutane),

Rynex 3-E (Dipropylene glycol tetra-butyl ether),

Higlo,

If you have questions or comments, write in the comments (registration is not required to comment) or write a private message to me.

A down jacket is a warm and practical piece of outerwear for the cold season. Down retains heat perfectly, and products filled with it are light and do not restrict movement. Even in harsh climates, a down jacket is excellent protection from cold and wind. Its only drawback is the need for special care.

Outerwear is especially susceptible to contamination - in addition to the usual stains, dust and unpleasant odors accumulate in it. After each season, the down jacket must be cleaned, even if it looks visually clean. Dirt accumulated in the filler negatively affects the structure of the down.

Down jacket care

In order for the product to serve you for more than one season, it is important to properly care for it. Proper cleaning of a down jacket will extend its service life for a long time.

Trying to wash a down jacket yourself can lead to the following:

• The filler will form clumps, which will be difficult to remove;
• An unsuitable powder may cause streaks to appear on the product; in more serious cases, the product may lose its original color;
• Drying at home may cause the product to develop an unpleasant odor.
• Only a dry cleaner can clean a down jacket so that it looks like a new product.

How does cleaning work?

Dry cleaners are equipped with special equipment for high-quality and delicate cleaning of outerwear without any negative consequences. One of the most modern technologies in dry cleaning is considered to be “aqua cleaning”. This method is a gentle wash using professional products. When cleaning, a special preparation is added that envelops the feather and allows it to be cleaned without disturbing the structure. It is the whole feather that helps the down jacket retain its heat-saving properties for a long time. Dry cleaning completely eliminates the possibility that the filler will clump together.

Before cleaning, all accessories are removed from the down jacket: clasps, decorative buttons, labels, and non-removable elements are covered with special textile protections. This allows 3D labels or gold buttons to maintain color and integrity. After cleaning, everything comes back, and usually the client does not notice that anything has happened to the item.

Basically, down jackets undergo “water cleaning”, but many also go to dry cleaning - safe for leather, fur, and natural fabrics. For some down jackets, only manual BIO cleaning is possible. The type of cleaning is selected in accordance with the manufacturer’s recommendations on the label. If it is not available, the factory technologist will determine the most suitable type of cleaning himself.

The most contaminated areas of the down jacket (collar, cuffs, front) are treated with a special compound to ensure that the contaminants are removed.

After cleaning and drying, each down jacket is blown with cold air under pressure for several minutes on a special steam mannequin so that residual moisture is removed and the fabric of the down jacket is perfectly smoothed.

Advantages over cleaning at home

Dry cleaning a down jacket has many advantages over home care:

Professional equipment.

Special means. Conditioners and powders that are used for washing things at home are not suitable for down jackets. Dry cleaning uses products with a special composition that do not harm down, feathers and fabrics.

Proper drying. The type of washed item largely depends on how it was dried. In dry cleaning, down jackets are dried in such a way that the product retains its original appearance.

Quality assurance. Dry cleaning will remove even the most difficult stains that cannot be removed at home.

With professional cleaning, instead of 1-2 seasons, a down jacket will retain its heat-saving properties for 5 years or more. This is due to the preservation of the structure of feathers and down, which are not deformed during professional drying.