Refunds & Returns Policy

Seller: John's Jetwashing Ltd trading as Secure Cleaning Systems ('we', 'us'). Website: securecleaningsystems.co.uk. Contact: info@securecleaningsystems.co.uk.

Effective: the date this policy is published. The version in force when an order was placed applies to that order. This policy does not restrict rights that cannot lawfully be excluded.

1. Business and consumer purchases

We primarily supply professional cleaning equipment. A business purchase is one made wholly or mainly for a business, trade, craft or profession. We may request information to verify a trade purchase. A product's professional description alone does not make the buyer a business customer. If you purchase wholly or mainly outside your business, trade, craft or profession, you may be a consumer and the consumer provisions below apply.

2. Business-to-business change-of-mind returns

For genuine business purchases, we offer a limited, voluntary change-of-mind return facility. You must email us within seven (7) calendar days after delivery with the order number, item(s), and date of delivery. A request within this period does not itself authorise shipment of the goods back.

We will normally approve eligible unwanted goods only if they are unused, uninstalled, complete, free of damage, contamination or alteration, with all accessories, manuals and original packaging, and suitable for resale as new. We may decline discretionary change-of-mind returns of bespoke, made-to-order, specially configured or special-order goods where that restriction was clearly disclosed and agreed before purchase. Goods used in operation, fitted, filled with liquids, modified or lacking components may be ineligible for this discretionary return facility.

Do not ship goods until we issue written instructions, including any return reference and correct destination. Products are fulfilled by different suppliers and may need to be returned to separate addresses. For authorised B2B change-of-mind returns, the customer pays return carriage and is responsible for adequately packing, insuring and tracking the return until receipt. Original outbound delivery charges are not normally refunded for such discretionary business returns. Any supplier collection cost or restocking fee applicable to the particular return will be disclosed for the customer's agreement before acceptance of that return; no undisclosed fee will be imposed retrospectively.

We inspect returned goods and will explain any reasonable rejection or deduction by reference to their actual condition and the agreed return terms. Once an eligible B2B return has been received and accepted, we will issue the agreed refund to the original payment method without undue delay. This voluntary facility is additional to any rights arising from defective or misdescribed goods.

3. Consumers: legal cancellation rights

Where you qualify as a consumer and the sale is an eligible distance contract, you normally have 14 days after the day you receive the goods to tell us you are cancelling without giving a reason. For orders delivered in multiple instalments, the legal start date may differ. Notify us at info@securecleaningsystems.co.uk by an unambiguous statement, giving your order number and contact details. You then normally have another 14 days to send the goods back, unless we have agreed to collect them.

Statutory exceptions apply to certain products, including some goods made to the consumer's specifications or clearly personalised goods. We will assess those exceptions according to law rather than treating all professional equipment, standard assembled systems or merely opened packages as excluded.

Consumers may handle goods to establish their nature, characteristics and functioning as they reasonably could in a shop. If handling exceeds this, we may make a lawful deduction for demonstrable diminished value. Opening packaging does not itself extinguish the legal right to cancel.

For a valid consumer cancellation, we refund the product price plus standard outbound delivery charges, excluding any additional cost of a premium delivery method chosen by you. We may require consumers to pay direct return postage where this responsibility was properly disclosed before purchase and law permits; this does not apply where we must pay under applicable law. We refund without undue delay and no later than 14 days after we receive the goods or, if earlier, evidence of return, unless we offered to collect them or the law requires earlier reimbursement. Refunds use the original payment method unless otherwise expressly agreed, without a refund fee. Statutory rules govern any deductions.

4. Faulty, damaged, missing or incorrect goods

Contact us promptly at info@securecleaningsystems.co.uk with your order number, description and photographs where reasonably available. Reporting transport damage or shortages within 48 hours helps us investigate with the carrier, but 48 hours is not a statutory rights deadline.

For consumers, statutory rights under the Consumer Rights Act 2015 apply, including applicable remedies for goods that are faulty, not as described or unfit for purpose. For genuine business purchases, applicable agreed terms, the Sale of Goods Act 1979 and relevant legal restrictions on exclusion clauses apply. This section is not limited by the seven-day discretionary B2B change-of-mind period. We will arrange appropriate remedies and reasonable carriage/collection obligations in accordance with applicable law. Do not send large, electrically hazardous or fluid-filled equipment without safe instructions.

5. Supplier-fulfilled orders

Some items are dispatched by independent fulfilment suppliers. Your purchase contract remains with John's Jetwashing Ltd trading as Secure Cleaning Systems where that entity is shown as the seller. Make all return and remedy requests to us, not directly to the manufacturer or fulfilment supplier. We will coordinate any supplier authorisation and return address. Items from separate suppliers may require separate returns.

6. Return contact

Email info@securecleaningsystems.co.uk with your order number, product(s), delivery date and reason. Keep proof of dispatch, adequate packaging and tracking. Nothing in this policy excludes liability or rights where exclusion is prohibited by law.