Returns and Cancellations Policy Online Orders
Please email firstname.lastname@example.org or telephone 01491 825600 before returning any item to discuss your return and request a Goods Return Number. Any items we receive back without a Goods Return Number will be quarantined and no action will be taken.
Return carriage costs are the responsibility of the customer. Package the items securely together with the original packing materials and send to:-
Clean Machine Ltd. 2 St. Peters Place, Wallingford, Oxon, OX10 0BG
It is the customer’s responsibility to insure the package for return. We cannot be held responsible for items that are shipped back to us, until we have signed for them on receipt. Special order goods or non-stock items cannot be returned to us for restocking.
Please see our full Terms and Conditions for detail.
Your consumer right of return and refund
This clause 1 only applies if you are a consumer.
1.1. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 1.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
1.2. However, this cancellation right does not apply in the case of any Products which become mixed inseparably with other items after their delivery.
1.3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
End of the cancellation period
Your Contract is for a single Product (which is not delivered in instalments on separate days).
The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Dispatch Confirmation on 1st January and you receive the Product on 10th January you may cancel at any time between 1st January and the end of the day on 24th January.
Your Contract is for either of the following:
· one Product which is delivered in instalments on separate days.
· multiple Products which are delivered on separate days.
The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
Example: if we provide you with a Dispatch Confirmation on 1st January and you receive the first instalment of your Product or the first of your separate Products on 10th January and the last instalment or last separate Product on 15th January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1st January and the end of the day on 29th January.
Your Contract is for the regular delivery of a Product over a set period.
The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Dispatch Confirmation on 1st January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10th January, you may cancel at any time between 1st January and the end of the day on 24th January. 24th January is the last day of the cancellation period in respect of all Products to arrive during the year.
1.4. To cancel a Contract in accordance with this clause, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete and return the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation. The form is also available for download from our site. If you use this method we will e-mail you to confirm we have received your cancellation.
If you do not wish to use the cancellation form, you can also e-mail us at email@example.com or contact us by post to Clean Machine Ltd, 2 St Peters Place, Wallingford, Oxon OX10 0BG. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
1.5. If you cancel your Contract in accordance with this clause and subject to you complying with clause 1.9 we will:
1.5.1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
1.5.2. refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
1.5.3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
18.104.22.168. if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 1.9;
22.214.171.124. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
Please note that we may withhold reimbursement until you have complied with the requirements of this clause.
1.6. If you have returned the Products to us:
1.6.1. because you have cancelled the Contract between us within the 14 day cooling off period, we will process the refund in accordance with this clause;
1.6.2. for any other reason (for instance, because you claim that they are faulty or mis-described), we will examine the returned Products (if relevant) and will notify you (via email within a reasonable period of time) of your right to a refund or replacement should we conclude that you are entitled to one. If you are entitled to, and choose, a refund, we will usually process the refund due to you as soon as possible and usually within 30 days of the day of your written instructions following our confirmation to you via email that you were entitled to a refund for the Product. If you are entitled to, and choose, to exchange the defective Product for a replacement Product, we will send the replacement Product to you at the address provided in the order process (unless you instruct us in writing to the contrary) as soon as reasonably possible. If we are unable to contact you using the contact details you provided during the order process, we will treat the return as though you elected for a refund.
1.7. If, upon examination of the returned Product, we determine that the Product does not breach the warranty in these Terms or that the Product is not damaged, not materially defective or that the Product is as described or does not breach your statutory rights, we will return the Product to you (i.e. without a refund or replacement) at the address provided in the order process (unless you instruct us in writing to the contrary) as soon as reasonably possible.
1.8. We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
1.9. If a Product has been delivered to you before you decide to cancel your Contract:
1.9.1. then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back, return it to our trading address or hand it to our authorised carrier. If we have offered in writing to collect the Product from you, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
1.9.2. unless the Product is faulty or not as described (in this case, see clause 1.6), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection;
1.9.3. you must take reasonable care of the Product and keep it in your possession and not use it until it is returned to us or collected by us.
1.10. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 8 or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
1.11. If you chose to return the Product to us we will not be responsible for loss or damage to it in transit. We therefore recommend that it is returned to us using a reputable recorded delivery service. If the Product is damaged or lost in delivery we reserve the right to charge you, or not to refund any amounts due to you, that are attributable to the loss or damage.
1.12. Where you request for us to deliver the Product to a third party you will only be able to exercise this cancellation right if you can return the goods to us.
Please see our full Terms and Conditions for detail.
Hire or buy from us to make your cleaning task easier
Our focus is to supply quality, innovative cleaning machines and solutions that provide the best possible performance and have a long working life, with low running costs to make your cleaning task easier, more efficient and more effective. Please do not hesitate to contact us for more information and advice and we will be pleased to help you. Our shop in Wallingford is packed with a wide selection of cleaning machines, consumables and pure water window cleaning systems for you to see before you hire or buy.