Though we hope that you will never need to return anything, should you need to do so, we aim to make it as quick and easy as possible to exchange or refund your purchase.
This page tells you all you need to know, please note your statutory rights are not affected by this guidance
Please note some items are excluded from our returns policy – see below for more details:
Can I return an unwanted item?
If you are a private consumer Yes – If you are a consumer and less than 14 days have passed from when the item was received and the item you ordered was not a “special” or “built to order” item and is UNUSED we will be happy to take it back and issue you with a refund.
Please note that all goods must be returned in their original condition in their original packaging (which includes all accessories and instruction manuals where applicable) along with a copy of your invoice.
N.B. This does not apply to larger industrial cleaning equipment which will be subject to a 15% restocking fee.
Please note that you are responsible for the cost of all return carriage or delivery back to ourselves and you take full responsibility for the condition of all goods returned as we cannot be held responsible.
To arrange the return of an item please complete the following process:
- Phone or email our sales team to advise them that you wish to return an item.
- Our team will issue you with a GRN ‘Goods Returns Number’.
- Ensure your item is well packed and in suitable (ideally the original) packaging with all of its accessories.
- Place your GRN Goods Returns Number as advised by the sales team on the outside of the package.
- Arrange the return of the item to ourselves. This can be completed in one of two ways, you can send the item back by your own courier (at your cost & risk) to: Returns Department, HygieneBrands Group, Brickfield House, Meadow Street, Swansea, South Wales, SA1 6RZ, United Kingdom. Alternatively we can arrange for the item to be collected by our couriers at a charge of £16.00 + VAT for items deemed to be a parcel, or £50 + VAT for a pallet, this will be deducted from your refund. Our sales team will discuss the options with you when you advise us of your wish to return an item.
If the item you ordered was a “special” or “built to order” item then we will be unable to accept it back into stock as it will have been made especially for yourself.
If you are a commercial user – As long as the machine has not been USED we can accept the item for return by following the process above. A restocking fee will apply of 15% + Return carriage costs please contact us for further details.
My item has arrived damaged or faulty, what do I do?
If your item has arrived with you in an unsatisfactory condition or it is faulty, you must notify us within 7 working days of receipt of the item. We will then organize for your item to be collected Free of Charge and a replacement item will be dispatched.
If your item arrives with damaged packaging then you MUST SIGN for the consignment as DAMAGED, otherwise we will be unable to process your claim in the unlikely event that the item within is damaged.
If you do need to contact us to report that an item has arrived damaged or faulty, we will require a proof of purchase, photographic evidence of the damage or faulty equipment for our team to assess the best course of action to rectify the problem.
We can be contacted by phone on 01792 582 000 (Monday – Friday – 8.00am – 4.45pm) or by email at email@example.com
Our address is: HygieneBrands Group, Brickfield House, Meadow Street, Swansea, South Wales, SA1 6RZ, UK.
What do I do if an item develops a fault after 30 days?
If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put right as quickly as possible. Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund or price reduction.
I’ve installed my product, but a part is faulty/missing, can I exchange/receive just that part?
Currently, we do not directly supply spare parts for all products that we sell. Therefore, if you have installed your product and encounter a fault, please Contact Us for assistance.
Can I return something even if it’s not faulty?
You are able to return an item if it’s not faulty, provided it is within 14 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are non-returnable (i.e.) if item you ordered was a “special” or “built to order” item then we will be unable to accept it back into stock as it will have been made especially for yourself.
My product came direct from a supplier, how do I return it?
If your product came direct from one of our suppliers, we will need to organise your return with them. Please Contact Us so we can arrange for our supplier to get in touch with you to work out the best course of action to take.
I paid by PayPal on the website, how do I get a refund?
The quickest and easiest way is to contact our customer services team on 01792 582 000 (Monday – Friday – 8.00am – 4.45pm) or by email at firstname.lastname@example.org where the team will arrange a refund. Alternatively, we can also arrange an exchange or replacement product.
I’ve not received my refund yet, how long does this take?
Refunds to card can take approximately 5 working days, refunds to PayPal can take anywhere between 5-10 working days. If you have not received your refund within this time, please Contact Us.
Do I need a “GRN” Goods Returns Number?
No goods can be returned to us without an authorised GRN “Goods Returns Number”. The quickest and easiest way is obtain a GRN is to contact our customer services team on 01792 582 000 (Monday – Friday – 8.00am – 4.45pm) or by email at email@example.com where the team will provide you with a GRN to attach to the return.
Were we able to answer your question?
If not, please Contact Us.