Refund policy

Return and Refund Policy

Last Updated: July 15th 2026

At Cleaning Supplies Direct, customer satisfaction is important to us. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains your rights and how returns and refunds are handled.

1. Returning Items

Customers have the right to cancel eligible online orders within 14 days of receiving their goods. Once a cancellation has been notified, the goods must be returned within 14 days.

To be eligible for a return:

  • Items must be unused and in re-salable condition.

  • Products should be returned in their original packaging where possible.

  • Proof of purchase or order number must be provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene, safety, and regulatory reasons, certain products cannot be returned unless faulty or damaged, including:

  • Opened or used cleaning chemicals

  • Hazardous materials

  • Special order or bespoke products

  • Clearance items marked as non-returnable

  • Opened personal protective equipment (PPE)

3. Faulty, Damaged, or Incorrect Goods

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Photographs where possible

Depending on the situation, we may offer:

  • A replacement

  • An exchange

  • A full or partial refund

Nothing in this policy affects your statutory rights under UK consumer law.

4. How to Request a Return

Before returning any items, please email: sales@cleaningsuppliesdirect.co.uk before returning any items. Please include:

  • Your full name

  • Order number

  • Details of the item(s)

  • Reason for return

Returns should be packaged securely to avoid damage during transit.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.

  • We recommend using a tracked delivery service, as Cleaning Supplies Direct cannot be held responsible for items lost during return transit.

6. Refunds

Once returned items have been received and inspected, approved refunds will be processed to the original payment method.

Approved refunds will be processed within 14 days of receiving the returned goods or proof that they have been returned, whichever is earlier.

Original delivery charges may not be refundable unless the return relates to faulty or incorrect items.

7. Exchanges

Where stock is available, exchanges may be offered for:

  • Faulty items

  • Damaged products

  • Incorrectly supplied goods

Exchange requests are subject to product availability.

8. Order Cancellations

Under UK consumer regulations, customers may have the right to cancel eligible online orders within 14 days of receiving goods.

To exercise this right:

  • You must notify us within the cancellation period.

  • Returned items must meet the return eligibility requirements outlined in this policy.

Some exclusions may apply for hygiene, hazardous, or customised products.

9. Contact Us

For returns, refunds, or customer support enquiries, please contact:

Cleaning Supplies Direct
Website: www.cleaningsuppliesdirect.co.uk
Email: sales@cleaningsuppliesdirect.co.uk
Phone: 01582 848521
Address: Unit 6, Urban Hive, Luton Enterprise Park, Sundon Park Road, Luton. LU3 3GU.