Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or credit your account, subject to the below terms. This Policy only applies to products bought from Cleaning Clinic.

This Policy forms part of the Cleaning Clinic Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products; package your products safely and securely for protection during transit; clearly mark your return reference number on the outside of the parcel, and include all accessories and parts that were sold with the product. All returns are subject to a 10% handling fee deductible from any refunds due.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1. Unwanted products

You can return an unwanted product to us (at your cost), provided: it is undamaged and unused, with the original labels and stickers still attached; Original packaging must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples; it is not missing any accessories or parts; you log a return within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective; and it is not one of the products listed below. All unwanted products will be subject to a 10% handling fee.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference) minus handling fees and other charges that might arise.

Want to exchange?

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we delivered the wrong product to you accidentally, or if the product is not as described on the website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, please follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2.Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on [email protected]

We will arrange to collect the product from you. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3. Defective products

We do our best to ensure that the products we deliver to you are of high quality, and in good working order, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

• faults resulting from normal wear and tear.
• damage arising from negligence, user abuse, or incorrect usage of the product.
• damage arising from electrical surges or sea air corrosion.
• damage arising from a failure to adequately care for the product.
• damage arising from unauthorized alterations to the product.
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you

Standard Warranty

If you have received a product that turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery/collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on [email protected], and we will then arrange to collect the product from you. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6-month period.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery/collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery/collection of the product.

You can do so by logging a return on [email protected], and then arrange delivery of the unit to 421 York Avenue, Ferndale, Randburg, 2192. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period without cost.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions. It is also important to note that it will be at the supplier or manufacturer’s discretion what remedy it can offer you. Cleaning Clinic is under no obligation to provide you with a credit, repair/replacement, as your remedy lies with the supplier or manufacturer.

However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund directly from us.

4.Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Cleaning Clinic later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the canceled or returned product(s) (as applicable), and we will credit your account for the balance if any (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Cleaning Clinic later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the canceled or returned product(s) (as applicable), and we will credit your account for the balance if any (or refund you if that is your preference) minus handling fees and any other deductibles needed.

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

5.Charges and refunds

If you return a defective product to us, but you fail to return all the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

Please note that it is the customer’s responsibility to have the product returned to 421 York Avenue, Ferndale, Randburg, 2192 before any return/warranty/credit can take place. Cleaning Clinic can facilitate the return at the customer’s cost if the customer so wishes.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account. All returns are subject to a 10% handling fee.