At Ultra Cleaning Solutions NI we want you to be completely happy with your order. This policy explains how returns, refunds and exchanges work. It does not affect your statutory rights.

14-day returns

You have 14 days from the date you receive your order to request a return for unwanted or change-of-mind items.

To be eligible for a return, the item must be:

• Unused and in the same condition that you received it
• In its original, undamaged packaging with any seals intact
• Accompanied by your order number or proof of purchase

How to start a return

Please contact us before sending anything back. Email orders@ultracleaningsolutionsni.co.uk or call 028 9693 6321 with your order number and the items you wish to return. We will confirm whether your return is accepted and provide instructions.

Items sent back to us without first requesting a return cannot be accepted.

Once approved, please return items to:

Ultra Cleaning Solutions NI
Unit 4 Dundrod Industrial Estate
13 Dundrod Road
Crumlin
BT29 4SR

Return postage

For change-of-mind returns, the cost of return postage is the customer's responsibility, and we recommend using a tracked service as we cannot be held responsible for items lost in transit. Where an item is faulty, damaged or incorrectly supplied, we will cover the cost of return or arrange collection (see below).

Damaged, faulty or incorrect items

Please inspect your order on arrival and contact us as soon as possible — ideally within 48 hours — if anything is defective, damaged in transit or not what you ordered. We will put it right by arranging a replacement, repair or refund at no cost to you, and we will cover return carriage or arrange collection. This does not affect your statutory rights under the Consumer Rights Act 2015.

Non-returnable items

For health, safety and practical reasons, the following cannot be returned unless they are faulty or were supplied in error:

• Chemicals and hazardous goods once opened or with broken seals — including bleach, sodium hypochlorite, biocides, degreasers and similar products — as these cannot be resold safely.
• Bespoke and special-order items brought in specifically for you that we do not normally hold in stock.

Machines and equipment

Scrubber dryers, sweepers, vacuums, pressure washers and other machines may be returned if unused and in their original packaging within the 14-day window. Due to their value and handling, machine returns may be subject to a restocking fee, which we will confirm when you contact us. Once a machine has been used or commissioned it is no longer eligible for a change-of-mind return, though your rights in respect of faulty goods remain unaffected.

Exchanges

The fastest way to get the item you want is to return the original item and, once the return is accepted, place a new order. If you'd prefer a direct exchange, get in touch and we'll do our best to help.

Refunds

We'll let you know once we've received and inspected your return and whether the refund has been approved. If approved, the refund will be made to your original payment method, normally within 10 working days. Please note your bank or card provider may take additional time to process and post the refund. If more than 15 working days have passed since your refund was approved and you have not received it, please contact us at orders@ultracleaningsolutionsni.co.uk.

Questions

For any returns query, contact us at orders@ultracleaningsolutionsni.co.uk or on 028 9693 6321.