Lost or Damaged Items Policy

Sorted (Sorted Technology Services (Pty) Ltd)

Effective date: 3 August 2026 · Last updated: 17 August 2026

Lost or damaged items are rare at Sorted. This policy explains how we handle it when it does happen, including how claims are investigated and how compensation works.

1. Reporting a problem

If an item is lost or damaged during your Sorted order, contact us within 24 hours of delivery. Claims reported after this window may not be eligible for compensation, since it becomes harder to trace which order and which laundry partner handled the item.

2. What counts as damage

Damage includes:

Permanent stains that don’t wash out
Shrinkage
Tears, holes or burns
Colour transfer or colour run from other items
Torn seams, broken zips or buttons caused by processing

This list isn’t exhaustive. If you’re not sure, report it and we’ll assess it.

3. How we handle it

When you report an issue, we investigate with the laundry partner who handled your order. We compensate you according to this policy even if the laundry partner disputes fault. Resolving that dispute with our partner is between Sorted and the partner, and doesn’t delay your compensation.

As part of investigating your claim, we may ask you for photos or other evidence, for example a photo of the item before pickup, or of the damage itself.

4. Compensation schedule

Because we can’t verify the original purchase price or condition of every item, compensation is based on a flat value per item category, not the price you originally paid. These values are set based on average South African high-street retail prices for each category:

Item category

Compensation (per item)

Basics (t-shirts, underwear, socks, vests, gym tops)

R150

Standard tops (shirts, blouses, casual tops)

R350

Jeans, trousers, skirts

R500

Dresses

R600

Hoodies, jerseys, sweaters

R450

Activewear sets

R400

Towels

R250

Bed sheets / pillowcases (each)

R300

Duvet covers

R700

Jackets, coats, blazers (standard, non-leather)

R1 200

Maximum total compensation per order: R3 000, regardless of the number of items affected. This protects against one order creating disproportionate exposure, review it once you’ve read this policy in full.

5. Your responsibility to declare high value items

You’re responsible for telling us, in writing, before your items are picked up, if your order includes any of the following:

Leather, suede or fur items
Designer or luxury label items
Anything with sentimental or irreplaceable value
Any single item you consider worth more than R1 500

If you don’t declare a high value item before pickup, it’s treated like any other item in your order and compensated at the standard flat rate in section 4, up to the R3 000 order cap. We can’t pay out above that cap for an item we weren’t told was high value.

Where you do flag an item in advance, we’ll ask you to confirm in writing that our standard compensation cap still applies to it, since we don’t currently offer a higher value cover option.

6. How compensation is paid

Where the amount owed is less than or equal to your original order value, it’s reversed to your original payment method via Paystack
Where it’s more than your original order value, the order value is reversed via Paystack and the remaining balance is paid via direct EFT to your bank account

7. Compensation is full and final

Any compensation we pay under this policy fully settles your claim. Once you accept compensation for an item or order, you agree not to raise the same claim again.