Refund & Returns Policy

Last updated: September 2026

At ProClean, we want you to be happy with your purchase.

If you purchase a ProClean product online as a consumer, you have certain legal rights if you change your mind, as well as additional rights if a product is faulty, damaged or does not meet the requirements of the Consumer Rights Act 2015.

This policy explains how returns, refunds and warranty claims are handled.

Your statutory rights are not affected by this policy.

1. Cancelling Your Order – 14-Day Right to Cancel

When you purchase goods from ProClean online, you generally have the legal right to cancel your purchase within 14 days of receiving the goods, without giving a reason.

This is your statutory cancellation right under the Consumer Contracts Regulations.

The 14-day period begins on the day after you, or someone you nominate who is not the delivery carrier, receives the goods.

If your order contains several products that are delivered separately, the 14-day period normally begins when you receive the final product.

How to cancel

To cancel your order, you must let us know clearly that you wish to cancel within the 14-day cancellation period.

You can contact us using the contact details provided on our website.

You do not have to use a specific form to cancel, although you may use the model cancellation form provided below if you wish.

Once you have told us that you wish to cancel, you have a further 14 days to return the goods to us.

2. Returning the Goods

Unless we have agreed to collect the goods, you are responsible for returning the products to us after cancelling your order.

You should return the goods without undue delay and no later than 14 days after telling us that you wish to cancel.

We recommend using a tracked delivery service and retaining proof of postage.

If the product is large, heavy or difficult to return using a standard delivery service, please contact us before arranging the return so that we can discuss the appropriate arrangements.

3. Condition of Returned Products

You are entitled to handle and inspect goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way that you would be able to inspect them in a shop.

If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may be entitled to make a deduction from your refund to reflect any resulting reduction in value.

For this reason, we recommend that products are returned in their original packaging wherever possible and with all accessories, components, manuals and documentation supplied with the product.

Where equipment has been used beyond what is reasonably necessary to inspect and test the product, its condition and value may be affected. Any deduction will be made only where permitted by law.

This does not affect your statutory rights where a product is faulty or otherwise does not conform to the contract.

ProClean Cleaning Chemical

ProClean cleaning chemical is supplied with a sealed container for safety, hygiene and product integrity.

Where you are returning ProClean cleaning chemical because you have changed your mind, the container must remain sealed and unopened. If the original safety seal has been broken, the container has been opened, or the chemical has been used, we may not be able to accept the product as a change-of-mind return where an applicable legal exception or other lawful restriction applies.

If the seal has been broken or the chemical has been opened or used, this may also result in a reduction in the value of the goods where permitted by law.

Breaking the safety seal does not affect your statutory rights if the chemical is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

For safety reasons, please do not return any chemical product that has leaked or has been damaged in transit without first contacting ProClean for return instructions.

4. Return Postage

If you cancel because you have changed your mind, you are normally responsible for the cost of returning the goods to us.

If the product is faulty, damaged, incorrect or does not conform to the contract, we will deal with the return in accordance with your statutory rights and will not require you to bear costs that we are legally responsible for.

If you are unsure how to return a larger or heavier item, please contact us before arranging the return.

5. Refunds for Cancelled Orders

If you cancel your order under your 14-day statutory cancellation right, we will refund the payments due to you.

This includes the cost of standard delivery paid at the time of purchase.

If you selected a more expensive delivery option, we will only be required to refund the cost of the least expensive standard delivery option available.

We will normally issue your refund using the same payment method used for the original transaction, unless we have agreed otherwise with you.

We will make the refund without undue delay and normally within 14 days of:

• Receiving the returned goods; or
• Receiving evidence that you have returned the goods,

whichever is earlier.

Where permitted by law, we may delay the refund until we have received the goods or evidence that they have been returned.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may make a deduction from the refund to reflect any resulting reduction in value, where permitted by law.

6. Faulty or Damaged Products

If your ProClean product is faulty, damaged, not as described or does not do what it is supposed to do, please contact us.

We will assess the issue and explain the appropriate next steps.

Depending on the circumstances and your statutory rights, this may include:

• Repairing the product.
• Replacing the product.
• Providing a price reduction.
• Providing a refund.

You may have different rights depending on when the fault is identified and the circumstances of the problem.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

7. ProClean Warranty

ProClean products are supplied with the warranty applicable to the product at the time of purchase.

Details of the applicable warranty will be provided with the product and/or on the relevant product page.

If your product develops a fault covered by the warranty during the applicable warranty period, please contact us with details of the problem.

We will assess the issue and, where appropriate, repair or replace the product in accordance with the applicable warranty terms.

The ProClean warranty is additional to your statutory consumer rights. It does not replace or restrict those rights.

8. Warranty Exclusions

The warranty does not normally cover faults or damage resulting from misuse, accidental damage, unauthorised modification, incorrect installation or failure to follow the supplied operating and safety instructions.

This does not affect any statutory rights you may have.

If you are unsure whether an issue is covered by the warranty, please contact us and we will assess the problem.

9. Exceptions to the 14-Day Cancellation Right

Certain types of goods and circumstances are excluded from the statutory right to cancel under consumer legislation.

If an exclusion applies to a particular ProClean product, this will be made clear before you complete your purchase.

Where no exemption applies, the 14-day cancellation right described above will apply.

10. Cancellation Form

You may use the following wording to tell us that you wish to cancel your order. You do not have to use this form; you can simply contact us and clearly state that you wish to cancel.

To: ProClean

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Product: __________________________________________

Order number: _____________________________________

Ordered on: ________________________________________

Received on: _______________________________________

Name: _____________________________________________

Address: ___________________________________________

Signature (only if this form is notified on paper): __________________________

Date: ______________________________________________

11. How to Start a Return or Warranty Claim

Please contact ProClean using the contact details provided on our website.

For the quickest response, please include your order number and details of the product concerned.

For faulty or damaged products, photographs, videos or other information about the problem may be requested to help us assess the issue.

We will provide instructions on the next steps, including where and how the product should be returned if required.

For returns of ProClean cleaning chemical, please do not send the product back until you have received return instructions from us, particularly if the container is damaged, leaking or has been opened.

12. Contact Us

If you have any questions about our Refund & Returns Policy, your statutory rights or your ProClean warranty, please contact us using the contact details provided on our website.