Returns and Refunds Policy – KleanPro Supplies

Last updated: 15 January 2026

At KleanPro Supplies, we are committed to ensuring our customers are satisfied with their professional cleaning products. This Returns and Refunds Policy applies only to consumer purchases (non-business customers). Trade and business-to-business purchases are governed by a separate Trade Returns & Refund Policy.

1. Consumer Rights

If you are a consumer, you have legal rights under UK and EU consumer law, including:

• The Consumer Rights Act 2015

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

These laws ensure that goods must be of satisfactory quality, fit for purpose, and as described.

2. 14 Day Cooling Off Period (Change of Mind)

Consumers have the right to cancel their order within 14 days of receiving their goods, provided the goods are eligible for return.

• The cancellation period starts the day after you receive your order.

• Goods must be returned in their original packaging and in a condition suitable for resale.

• You are solely responsible for returning the goods.

Important: If KleanPro Supplies arranges return shipping on your behalf, the cost of this service will be deducted from your refund.

3. Refunds for Consumer Returns

• Refunds will be issued after KleanPro Supplies receives and inspects the returned goods.

• Refunds are processed using the original payment method within 14 days of receipt of the returned items.

• Refunds cover the product price.

Return shipping costs for change of mind returns are the responsibility of the purchaser, unless the goods are faulty or incorrectly supplied.

4. Faulty, Damaged or Misdescribed Goods

If the goods you receive are faulty, damaged, or not as described, your rights include:

• Short-term right to reject: Within 30 days of delivery, you can reject faulty goods and receive a full refund.

• Repair or replacement: After 30 days, we may offer a repair or replacement. If this fails, a partial or full refund may be issued.

Return shipping costs for faulty or incorrectly supplied goods will be reimbursed by KleanPro Supplies.

5. Items Excluded from Change of Mind Returns

Some products cannot be returned for change of mind reasons unless faulty, including:

• Perishable or short shelf life goods

• Opened or used products

• Products sealed for hygiene or safety purposes

• Custom or personalised items

• Sale or clearance items (where clearly stated)

These exclusions do not affect your statutory rights for faulty or misdescribed goods.

6. How to Make a Return (Consumers)

To initiate a return:

1. Contact our customer service team with:

   • Order number

   • Reason for return

   • Photographs of damaged or faulty items (if applicable)

      

2. Pack goods securely to avoid damage during transit.

3. Return goods at your own cost, unless KleanPro Supplies agrees to arrange collection (shipping cost deducted from refund).

Returns sent without prior authorisation may be refused.

7. Refund Processing

• Refunds are issued after the returned items are received and inspected.

• Allow 5–10 working days for processing.

• Refunds will not exceed the original purchase value, minus any agreed return shipping costs.

8. Governing Law

This policy is governed by the laws of England and Wales. Consumer statutory rights under UK and EU law remain unaffected.

9. Contact Us

For all returns and refund enquiries:

KleanPro Supplies
Info@kleanprosupplies.co.uk
+44 1733 601 010
2 Belgic Square, Peterborough PE1 5XF, UK

Note: Trade purchases are handled under a separate Trade Returns & Refunds Policy. Please visit https://kleanprosupplies.co.uk/trade-returns-and-refund-policy/ for more information.