Returns Policy

This Returns Policy explains how returns, refunds, credits and exchanges are handled for consumer and business-to-business (B2B) orders.

Nothing in this policy limits or excludes any statutory rights which cannot lawfully be limited or excluded, including rights available to consumers under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Returns Process and Authorisation

Customers should contact us before returning any goods. Where a return is approved, we will issue a Returns Authorisation Number (RMA) which must be clearly marked on the outside of the returned parcel and included with the goods.

Goods must be returned to the address and by the method specified in the return authorisation.
The RMA number must be clearly marked on the outside of the parcel.
A copy of the RMA or sufficient order information must be included inside the parcel.
Goods must be suitably packaged to prevent loss or damage during return transit.
Goods must not be returned to a manufacturer, supplier or alternative address unless we have instructed the customer to do so in writing.

For consumer cancellations, requesting or receiving an RMA does not reduce or replace the customer’s statutory cancellation rights or statutory return period. The applicable consumer deadlines are explained in Section 2.

For approved B2B returns, the RMA will normally remain valid for 14 calendar days from its date of issue. Unless otherwise agreed by us in writing, the goods must be received by us before that period expires.

Returns received without a valid RMA, without sufficient information to identify the customer or order, at an incorrect address, or outside the applicable return period may be refused, held pending investigation or treated as an unauthorised return.

1.1 Unauthorised Returns

Goods must not be returned speculatively or without sufficient information to identify the return. Sending goods to us does not, by itself, create a right to a refund, credit or exchange.

Where goods are received without a valid RMA or cannot readily be identified, we may:

Refuse delivery of the parcel;
Delay processing while we identify and investigate the return;
Decline to accept the return where no return right exists;
Require the customer to arrange collection of the goods;
Return the goods to the customer at the customer’s expense; or
Apply applicable handling, administration, storage or carriage charges.

Returns received without a valid RMA may incur a handling and administration charge of £7.50 or 5% of the order value, whichever is greater.

This charge reflects the additional time and cost involved in receiving, identifying, investigating, storing and correctly allocating an unauthorised return.

For consumers exercising a statutory right, no charge will be imposed where doing so would unlawfully reduce the refund or remedy to which the consumer is entitled. Any recoverable charge applied to a consumer will be limited to costs which may lawfully be recovered and which have reasonably been incurred.

1.2 Acceptance and Inspection of Returned Goods

Our receipt of, or signature for, a returned parcel does not constitute acceptance of the return or confirmation that a refund, credit or exchange will be issued.

All returned goods are subject to identification, inspection and approval. We will assess whether the return was made within the applicable period, whether the goods qualify for return and whether they have been returned in the required condition.

A refund, credit or exchange will only be authorised after the return has been identified, inspected and approved, subject to any statutory rights applying to the order.

1.3 Expired RMAs and Late Returns

For B2B returns, unless otherwise agreed by us in writing, the goods must be received by us within 14 calendar days from the date on which the RMA was issued.

An approved B2B return received after the RMA has expired may be rejected and the return closed. Any extension must be agreed by us in writing before the RMA expires.

Consumer statutory cancellation returns are subject to the deadlines set out in Section 2. A consumer’s statutory return period is not shortened by the date on which an RMA is issued or expires.

Where a late, expired or otherwise unauthorised return is not accepted, no refund, credit or exchange will be issued unless the customer has a statutory right to one.

The customer must then either:

Pay the applicable packaging and carriage charges for the goods to be sent back to them; or
Arrange collection of the goods from our premises at a date and time agreed with us.

We will notify the customer using the contact details associated with the order and provide a reasonable period in which to pay for re-delivery or arrange collection.

If the customer does not arrange collection or pay the required re-delivery charges within the period stated in our notice, the goods may be treated as uncollected. We may then store, sell, recycle or dispose of the goods in accordance with applicable law. Reasonable storage, handling, sale and disposal costs may be deducted from any proceeds or other sum due where legally permitted.

2. Consumer Orders

A customer purchasing wholly or mainly for purposes outside their trade, business, craft or profession may qualify as a consumer.

2.1 Consumer Cancellation Rights

For eligible distance sales, a consumer generally has the right to inform us that they wish to cancel the contract within 14 calendar days after the day on which the goods are received.

Where a single order is delivered in separate consignments, the cancellation period will ordinarily run from the day after the final goods, lot or piece is received, where required by applicable law.

After informing us of the cancellation, the consumer must send the goods back without undue delay and no later than 14 calendar days after the day on which they informed us of the cancellation.

The consumer will have met this return deadline where the goods were sent before that 14-day period expired, even where the carrier delivers them to us later. We may ask for evidence showing when the goods were sent.

We ask consumers to obtain an RMA so that the return can be identified and processed promptly. However, failure to obtain or mark an RMA will not remove a statutory cancellation right where the consumer has otherwise clearly informed us of the cancellation and complied with the applicable law.

2.2 Condition and Cost of Consumer Returns

The consumer must take reasonable care of the goods while they are in their possession.
The consumer is responsible for return carriage costs unless the goods are faulty or misdescribed, or we have agreed otherwise.
The consumer remains responsible for packaging the goods appropriately for return transit.
We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
No restocking or administration charge will be applied merely because a consumer validly exercises a statutory cancellation right.

2.3 Consumer Refunds

Where a valid consumer cancellation applies, we will issue the refund within the period required by law. We may withhold the refund until:

We have received the goods back; or
The consumer provides satisfactory evidence that the goods have been sent back,

whichever occurs first.

Any refund of outbound delivery charges will be limited to the amount required by applicable consumer law. Where the consumer selected a more expensive delivery service than our least expensive standard delivery option, the additional delivery cost will not normally be refunded.

2.4 Orders Already in Transit

Where goods have already been dispatched, the consumer may need to accept delivery and return the goods in accordance with this policy before the refund can be completed.

An optional delivery interception service may be available. Availability is not guaranteed and an interception request does not mean that the carrier will successfully stop or return the consignment. Details of any applicable service charge are set out in our Terms & Conditions.

2.5 Exceptions to Consumer Cancellation Rights

The statutory right to cancel may not apply to certain goods, including goods made to the consumer’s specifications or clearly personalised, and sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed, together with any other exclusions permitted by law.

These exceptions do not remove a consumer’s rights where goods are faulty, damaged or not as described.

3. Business-to-Business Orders

Orders placed wholly or mainly for purposes relating to a trade, business, craft or profession are B2B orders. B2B orders are not covered by the consumer cancellation provisions of the Consumer Contracts Regulations.

B2B returns are governed by this policy and our Terms & Conditions. Acceptance of a B2B return which is not based on faulty, damaged, short-delivered or misdescribed goods is entirely at our discretion.

3.1 B2B Return Requirements

A return request must normally be submitted within 24 hours of delivery.
No goods may be returned unless we have approved the return and issued a valid RMA.
The RMA number must be clearly marked on the returned parcel.
Unless otherwise agreed in writing, the goods must be received by us within 14 calendar days of the RMA issue date.
The goods must be unused, complete and in fully resellable condition, including all original packaging, instructions, accessories and components.
The customer is responsible for return carriage and adequate packaging unless we agree otherwise.
Approved returns may be subject to restocking, carriage, administration, handling and payment-processing charges as set out in our Terms & Conditions.

The 24-hour notification period above relates principally to discretionary B2B returns and visible delivery issues. It does not exclude any contractual remedy which cannot lawfully be excluded or a valid claim concerning a defect which could not reasonably have been discovered within that period.

3.2 Late and Unauthorised B2B Returns

A B2B return received without authorisation, without a clearly marked RMA, or after the RMA has expired may be rejected and no refund, credit or exchange will be issued.

If the return is rejected, the business customer must pay the applicable packaging and carriage charges for the goods to be sent back or arrange collection from our premises.

Goods which remain uncollected after written notice and a reasonable collection period may be dealt with as described in Section 1.3.

4. Faulty, Damaged, Short-Delivered or Misdescribed Goods

Goods which are faulty, damaged, short-delivered or materially different from their description are handled separately from discretionary change-of-mind returns.

Customers should inspect goods promptly after delivery and notify us as soon as reasonably possible, providing the order number, details of the issue and any photographs or other supporting evidence requested.

Where delivery is made using one of our own vehicles, visible shortages or damage should be reported to the driver at the time of delivery and recorded on the delivery documentation wherever reasonably possible.

We may ask the customer not to discard the goods or packaging while the claim is investigated. We may also arrange inspection, collection, repair, replacement, credit or refund as appropriate.

Nothing in this section affects a consumer’s statutory rights under the Consumer Rights Act 2015.

5. Requesting a Return

To request a return or report a problem with an order, please contact us at:

info@cleaningproducts.net

Please include the order number, the goods concerned, the reason for the return and any relevant photographs or supporting information. Goods should not be sent until the appropriate return instructions have been provided.