Returns Policy

1. Interpretation

1.1 The following definitions are used throughout the Terms and Conditions:

Business Day	A day other than a Saturday, Sunday, or public holiday in England when UK clearing banks in the city of London are open for general business
Customer	The person or firm who purchases the Goods and/or Services from the Supplier, including Online Customers
CRS	Cleanroomshop
GRN	Goods Return Number
Terms and Conditions	Means the contractual provisions that govern the rights, obligations and responsibilities of the parties in relation to the supply of goods, services or other subject matter under an agreement.
Returns Request Form	Means the form prescribed by CRS from time to time which must be completed and submitted by the Customer to request the return of Goods supplied by CRS.

 

2. Introduction

2.1 This Returns Policy forms part of Cleanroomshops (“CRS”) Terms and Conditions. In the event of any inconsistency between two documents, the Terms and Conditions shall prevail.

3. Scope

3.1 Returns are accepted at CRS’s discretion and strictly in accordance with this policy. No goods may be returned without CRS’s prior written approval.

4. Returns Policy - Customer’s View/Instructions

4.1 If you need to return any goods to us, then please complete the Return Request Form. Email your completed form to [email protected] in order to receive the Goods Return Number (GRN).

4.2 If you would prefer to speak to someone about your return, then please contact us to speak to a customer service representative.

5. Conditions for returns

5.1 Return Request Forms must be received by us promptly and in any event within 5 Business Days from receipt of goods, except for damaged goods which must be notified to us promptly and in any event within 1 Business Day from receipt of Goods.

5.2 For accepted requests, the Return Request Form will be returned with a GRN including the instructions on how to return the goods. The GRN is required to process any returned items.

5.3 All approved returns must (i) be received by us within 14 Business Days from receipt of Goods; (b) be unused, unopened and in original packaging; and (c) be in a condition suitable for resale.

5.4 CRS reserves the right to reject Goods that do not meet these conditions.

5.5 If you send an item back without a valid GRN, we will be unable to process your return and you will not be refunded/credited.

6. Wrong Item Received or ordered

6.1 If you have received an incorrect item, you must complete the Return Request Form promptly and in any event within 5 Business Days from receipt of goods in order to receive your GRN. Returns need to be back to us within 14 Business Days from receipt of Goods.

6.2 Customers who do not hold a credit account with us will receive a refund back to their original payment method once the goods have been returned (subject to return being accepted). If a replacement is required, then please re-purchase either via our website or by contacting CRS.

6.3 If the order has been placed in error, CRS may accept a return at their discretion, subject to a restocking charge of up to 25% and the goods being met the conditions set out in 5.3 of this Policy.

6.4 The customer is responsible for arranging and bearing the cost of return carriage.

7. Damaged Items

7.1 Upon delivery, the Customer should inspect the Goods and outer packaging for any signs of damage. Any visible damage should be clearly noted on the delivery documentation at the time of signing.

7.2 The Customer must complete the Return Request Form and submit it to [email protected] along with supporting photographs of the damage promptly and in any event within 1 Business Day from receipt of Goods.

7.3 Where Goods are signed for without qualification as being damaged, CRS reserves the right to reject any subsequent claim for transit damage to the extent permitted by law. If the Goods cannot be inspected at the point of delivery, they should be signed for as “unchecked”.

7.4 CRS will investigate all claims and, if accepted, will arrange for a replacement or other appropriate remedy at its discretion.

8. Pallet Delivery

8.1 If your order is arriving via a pallet service, then please ensure that your “Goods in Team” check the pallet for any signs of transit damage.

8.2 If, your pallet shows any sign of damage then we MUST be notified within 90 minutes of receipt as we have a very small time-window to be able to notify the haulier and log damage claims on your behalf. Outside of this window, the haulier will not accept responsibility so no claims can be submitted.

8.3 If the pallet cannot be checked then it must be signed as UN-CHECKED and we must be notified by you immediately of any issues.

9. Faulty Goods – Due to Manufacturing Faults

9.1 If Goods are faulty due to a manufacturing defect within the standard 1 year warranty period, please complete the Return Request Form and email it to [email protected] with Faulty Goods - Due to Manufacturing Fault in the subject field and detail the nature of the fault.

9.2 Include detailed information and photos where possible to speed up the investigation. We will investigate the complaint with the original manufacturer and get back to you with a resolution within 14 Business Days.

9.3 If the fault is accepted as a manufacturing defect, then we may ask you to return the Goods for repair or replacement. On lower-value Goods, we may replace the Goods and ask you to dispose of the faulty Goods to reduce additional costs and inconvenience.

10. Faulty Goods – Due to misuse or accidental damage

10.1 If your Goods are faulty due to misuse or accidental damage at any period following satisfactory receipt of goods then we take no responsibility for the repair or replacement of the goods. The cost of the repair or replacement will be communicated to you.

10.2 If you wish to report damaged Goods please complete the Returns Request Form and email it to [email protected] with Faulty Goods - Due to Accidental Damage in the subject field. Alternatively, if you wish to replace the goods then please send your order in line with the standard ordering process.

10.3 Examples of accidental damage include but are not limited to:

• Water or moisture ingress, chemical or corrosion damage caused by non-approved chemicals, or excessive residual moisture left on the surface
• Impact damage from heavy usage, dropped goods, or collisions
• Use of the goods beyond the prescribed use of the equipment that may cause faults
• Incorrect power or electrical surges
• General wear and tear

11. Be-spoke items

11.1 Bespoke items may be exempt from the Returns Policy. Please complete the Return Request Form and email it to [email protected] for us to consider your request.

12. Appealing a decision

12.1 To appeal a decision please email [email protected] with Goods Return Appeal in the subject field.