Returns & Refunds Policy

At Pro Clean Supply, we engineer high-grade commercial chemicals, industrial concentrates, and precision accessories for commercial business operations and domestic customers across the UK.

To ensure complete regulatory compliance, logistics safety, and absolute operational clarity, all order cancellations, chemical returns, and marketplace refunds are strictly governed by the frameworks detailed below.

 

1. ⏱️ 14-Day Right to Cancel (Unused Standard Goods)

In strict accordance with UK consumer law, buyers purchasing items for domestic use maintain the statutory right to cancel their order within 14 calendar days from the exact date of delivery.

To qualify for a standard, non-faulty change-of-mind return, goods must meet these explicit parameters:

·       📦 Unopened & Factory Sealed: All chemical containers, bottles, and commercial drums must remain completely unopened. The factory tamper-evident rings, cap clips, and internal foil induction seals must be 100% intact and unaltered.

·       ✨ Resalable Condition: The exterior container, handle assembly, and product safety labels must be perfectly clean, free of chemical smudges, marker writings, or surface scuffs.

·       🧪 Unused Accessories: Janitorial hardware and application add-ons—including our Precision 30ml Dosing Pumps, heavy-duty spray heads, and barrel taps—must be completely unused and stored in their original packaging.

⚠️ COSHH Safety Directive: Due to health and safety regulations, strict environmental protocols, and product contamination risks, we absolutely cannot accept physical returns on any opened liquid chemical container or used dispensing accessory.

 

2. 🚫 Non-Returnable Product Classifications

The following product classes are strictly excluded from standard return loops, change-of-mind cancellations, or inventory exchanges:

·       Any chemical product where the outer cap, security ring, or internal foil barrier has been broken, twisted, or unsealed.

·       Partially used trade chemical fluids, decanted liquids, or custom-blended commercial batches.

·       Single or multi-pack industrial containers over 25L trade sizing, including 205L barrels and 1000L IBC totes.

·       Used Precision 30ml Dosing Pumps or chemical siphons that have already drawn liquid or been exposed to chemical concentrates.

 

3. 🚨 Reporting Damaged, Leaking, or Faulty Deliveries

Heavy trade packs and liquid chemical containers (particularly 25L trade containers and bulk pallet distributions) must be thoroughly inspected for transit damage immediately upon receipt.

·       ⏳ 48-Hour Reporting Window: You must examine your shipment immediately upon arrival. Any transit damage, leaking containers, or order discrepancies must be reported to our trade support desk within 2 working days (48 hours) of delivery.

·       📸 Required Verification Protocols: To report a delivery fault, please email sales@procleansupply.co.uk with your unique Order Number alongside explicit photographic evidence detailing:

1.     The exact area of the container puncture, fracture, or leaking cap.

2.     The visible chemical batch number stamped on the label.

3.     The clear courier shipping label attached to the outer transport box or pallet wrap.

·       🛠️ Resolution Framework: Once verified by our logistics team, we will immediately fast-track a secure replacement delivery or issue a comprehensive account credit at zero extra cost to your business.

 

💼 4. Commercial B2B Account Returns & Restocking Fees

Transactions completed under a corporate entity, trade account, or business name are governed by the Sale of Goods Act 1979 and carry specific trade-handling terms:

·       💰 15% Restocking Fee: All approved, non-faulty change-of-mind commercial trade returns are subject to a 15% restocking and administrative fee to offset warehouse testing, safety re-inspections, and intake processing costs.

·       🚚 Return Carriage Logistics: The business buyer assumes full financial responsibility for organizing and paying for return freight. The shipping method used must be certified for hazardous liquid transport and include full end-to-end carrier tracking.

·       ❌ Original Shipping Deductions: Initial freight, pallet distribution costs, and standard delivery fees are entirely non-refundable on non-faulty business returns.

 

🌐 5. Multi-Channel & Marketplace Purchases (Amazon & eBay)

If you have purchased Pro Clean Supply products via our official Amazon or eBay storefronts, your order is strictly governed by marketplace safety parameters and hazardous logistics frameworks:

·       📦 Marketplace Hazmat Exclusions: In strict compliance with Amazon and eBay Hazardous Materials (Hazmat) transit rules, unsealed, opened, or compromised chemical liquids cannot be physically returned through standard consumer postal networks or drop-off collection points.

·       🚑 Damaged or Faulty Logistics: Do not attempt to ship leaking, cracked, or compromised chemical drums back to our fulfilment centre. Doing so violates courier transport laws.

·       📩 Claims Resolution Workflow: Please submit a formal support request directly through the respective marketplace’s Buyer-Seller Messaging System. To authorise a secure trade replacement or a returnless refund, you must provide:

1.     Clear photographic evidence of the leak or container damage.

2.     The visible chemical batch numbers on the packaging label.

3.     The external courier shipping label attached to the box.

 

📋 6. How to Execute an Approved Return (Step-by-Step)

1.     📧 Submit Formal Request: Contact our support desk via email with your order number and exact product details before attempting to ship any goods back.

2.     🔢 Receive RAN Tracking: Once checked against safety logs, our team will issue an official Returns Authorisation Number (RAN) along with precise warehouse delivery routing.

3.     📦 Secure Hazmat Packaging: All approved liquid bottles must be tightly sealed, positioned upright, and enclosed inside leak-proof protective wrap inside a heavy-duty cardboard box to guarantee safe transit.

4.     💳 Refund Issuance: Once received and completing our chemical safety checks, refunds are securely processed back to your original payment route within 14 working days.

 

📬 Central Contact & Corporate Details

For direct technical inquiries, batch logging, or logistical safety support, contact our central hub:

·         Trading Name: Pro Clean Supply

·         Email: support@procleansupply.co.uk (or your store support email)

·         Website: https://procleansupply.co.uk/pages/contact