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Refund policy

Refund policy

Return of Products

We understand that sometimes you may need to return a product you have purchased from us. To assist you, we have set out below some key points that you should know.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Returns in General

  • In general, a customer may need to return a product that is purchased from us for any number of reasons. In order to obtain any remedy from us, you must provide us with clear proof of purchase which may include a receipt or invoice we issued, or bank/credit card statement where the amount shown directly corresponds with the purchase price of the product. If we cannot be satisfied that you purchased the product from us, then we may not accept your product for return.
  • Any request for a product return or refund must be made within 7 days of receiving your order and be submitted in writing via email to sale@ucleansupplies.com.au. One of our member will then evaluate your request and may seek further information from you before determining the outcome of your request.
  • Please note that some products published on our website may be listed as ‘Accepting Orders’, ‘On Request’, ‘Available Upon Purchase’ or ‘Special Order-In’ items. This means that the product is not currently in stock, but we can order it in for you from our supplier. These items are strictly non-refundable, or if we decide to accept your return for a refund we will impose a 20% re-stocking fee. Furthermore, all products listed as ‘Sale’ or ‘Clearance’ items may be used or second-hand and are strictly non-refundable.
  • Refunds are done only to the payment method used to purchase the original item.
  • The customer is responsible for the costs of returning goods to us (except in the case of goods sent out incorrectly). Return postage of products is not refundable unless the product is deemed faulty. We will, however, forward any replacement items to you free of charge.
  • Any goods returned is customer responsibility until they reach our warehouse. Please ensure you package your return, appropriately to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us damaged, lost in transit or returned in error. In the event that an item is returned to us in an unsuitable, non-original or non-resellable condition, we may refuse your return request and have to send the product back to you at your expense and/or charge a restocking fee of up to 20%. We recommend you use a postal or courier service that is traceable and insures you for the value of the goods you are returning.
  • Please be advised that if you purchase a product with multiple quantities to take advantage of a discounted item price, and then decide to return any of those products for a refund, we will charge you the relevant fee based on the correct advertised price according to the final quantity that you actually ordered. Likewise, if you purchase multiple items and qualify for free shipping and then return an item for a refund, or cancel some of the items in your order which would bring your total order value under the free shipping amount, we also reserve the right to deduct the relevant shipping fee from your refund amount.
  • When returning goods to us, please ensure it is in the original packaging along with a copy of your order/invoice/receipt, name, address, phone number, email address, and a short description detailing the reason for your return to

2/38 bannister road, 

Canning Vale

6155 wa

WARRANTY

  • Please take note of the applicable warranty period and conditions that come with each individual product. Some products are designed for domestic (household) use only, unless specified otherwise. Any misuse, use for wrongful purpose or for commercial or industrial use when the item is not designed for that purpose, will immediately void the warranty.
  • U Clean supplies is not liable for any loss or damage due to malfunction of the product and or is not responsible for the misuse of the customer’s equipment (cleaning machine) or any damage as a result of using any part supplied by us that is incorrectly fitted by the customer or where the incorrect part is used. If in doubt, please check your manufacturer’s operation manuals for correct installation and operation.
  • Warranty claims will be processed as quickly as possible and U Clean Supplies undertake to dispatch replacement goods back to the customer within 7 days of receipt, providing replacement parts are available. All freight costs will be incurred by the customer.