Refund & Returns Policy

This policy applies to goods bought from T&J Cleaning Equipment. It explains returns for consumers and business customers. Nothing in this policy limits your statutory rights.

Contact us and returns address

Please contact us with your order number, the item and whether you are cancelling an order or reporting a fault. Email sales@tandjcleaningequipment.co.uk or call 01748 826200.

T&J Cleaning Equipment
2 Jackson Court
Olympic Way
Gallowfields Trading Estate
Richmond
DL10 4FD
United Kingdom

Please contact us before arranging transport so we can give suitable return instructions. A returns reference helps us identify your parcel but is not a condition of exercising your statutory rights. Do not send goods to the manufacturer unless we have agreed this with you.

Consumers: changing your mind

If you buy online, by telephone or by mail as a consumer, you can cancel most orders without giving a reason. Tell us within 14 days after the day you receive the goods. If one order is delivered in separate deliveries, the period normally runs from receipt of the last item. You may also cancel before delivery.

Tell us clearly by email, telephone or post that you wish to cancel. You may use the optional cancellation form below. Keep a record of your cancellation. Unless we have offered to collect, send the goods back within 14 days after telling us you are cancelling.

Condition of returned goods

You may inspect goods as you would reasonably do in a shop to establish their nature, characteristics and functioning. Please return all supplied accessories, manuals and parts, and use the original packaging where possible or equally protective packaging. Opening packaging does not, by itself, remove your cancellation rights.

We may make a deduction for an actual reduction in value caused by handling beyond what is necessary for that inspection, where the law permits. Using a machine for cleaning work, damage or missing accessories may reduce its value. We do not charge consumers an automatic restocking fee for exercising statutory cancellation rights.

Return transport for unwanted goods

You are responsible for the direct cost of returning unwanted goods where we told you this before purchase. You may arrange your own suitable return service. We recommend keeping proof of dispatch and using appropriate tracking and cover for the value of the goods.

Optional standard parcel collection

For eligible standard parcels, we can offer collection at £15 plus VAT (£18 including VAT) per parcel. This is optional and must be agreed before collection. It does not cover pallets, oversized or overweight goods, hazardous or restricted goods, or locations outside the carrier’s standard service area. We will confirm eligibility and any applicable alternative cost before you agree to the service. Any deduction of an agreed collection charge from your refund will be agreed with you.

Large machines and pallet collections

Large cleaning machines and other goods that cannot normally be returned by post require specialist transport. The applicable return transport cost will be disclosed before purchase on the product page or in your written quotation. Contact us to arrange suitable collection and safe preparation. There is no single fixed charge for all machines. If we have not provided the required return-cost information before a consumer purchase, we will bear the return cost as required by law.

Refunds after cancellation

We will refund without undue delay and normally using your original payment method. If we have not offered to collect, we will refund within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If we have offered to collect, or no goods were supplied, we will refund within 14 days of being told of your cancellation.

If you cancel the whole order, we will also refund the standard outward delivery charge. If you chose an enhanced delivery service, we only have to refund the cost of our least expensive standard delivery option. For partial returns, any delivery refund will reflect your legal entitlement and the delivery charge that would have applied to the goods retained.

We do not charge a fee for making a refund. Your bank or card provider may take additional time to show the credit. If a refund has not appeared, contact us so we can check it.

Faulty, damaged or incorrect goods

Contact us as soon as reasonably possible if goods arrive damaged, are incorrect, are faulty or do not match their description. Photographs and a description can help us resolve the issue, but do not replace or restrict your legal rights.

Consumers normally have a short-term right to reject faulty goods within 30 days of delivery, subject to the Consumer Rights Act 2015. After that, rights to repair, replacement, price reduction or a refund may apply depending on the circumstances. Your rights can continue beyond a manufacturer’s warranty.

We will pay reasonable return transport costs where goods are faulty, damaged or incorrect and you are entitled to a remedy. Contact us to arrange a suitable return or collection. Do not send a machine containing fuel, chemicals or other hazardous contents through an unsuitable courier.

Exceptions to change-of-mind cancellation

The statutory cancellation right may not apply to goods made to your specifications or clearly personalised, and other limited exceptions set out in law. A standard machine or spare part does not become bespoke simply because we order it from a supplier. Any applicable exception will be explained before purchase. These exceptions do not remove your rights where goods are faulty or not as described.

Sale and discounted goods have the same statutory consumer rights as full-price goods.

Exchanges

Contact us if you would like an exchange. Availability and any price difference will be confirmed before agreement. This does not affect your rights to a refund, repair or replacement where the law provides them.

Business purchases

The statutory 14-day consumer change-of-mind cancellation right does not apply to purchases made wholly or mainly for business purposes. Returns of non-faulty business purchases are subject to our agreement and any business terms supplied before purchase. Any collection, handling or restocking charge will be confirmed and agreed before a voluntary return is arranged. Faulty or misdescribed business goods will be dealt with under the applicable contract and law.

Optional cancellation form

Complete and send this form only if you wish to cancel your consumer order. You do not have to use it.

To: T&J Cleaning Equipment, 2 Jackson Court, Olympic Way, Gallowfields Trading Estate, Richmond, DL10 4FD, United Kingdom. Email: sales@tandjcleaningequipment.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Signature (only if sent on paper):
Date: