If you would prefer to speak to someone about your return, then please contact us to speak to a customer service representative.
Conditions for returns
Return Request Forms must be received by us within 5 days from receipt of goods, except for damaged goods which must be notified to us within 1 day.
For accepted requests, the Return Request Form will be returned with a Goods Return Number (GRN) and instructions on how to return the goods. The GRN is required to process any returned items.
Goods being returned must be received by us within 14 days from receipt of goods.
All product returns should be in their original packaging and fit for re-sale.
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.
Wrong Item Received or ordered
If you have received an incorrect item please complete the Return Request Form within 5 days working days to gain your GRN. Returns need to be back to us within 14 days from receipt of goods.
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. If a replacement is required, then please re-purchase either via our website or by contacting Cleanroomshop.
If the order has been placed in error, a 25% restocking charge will apply (subject to the return being authorised). Once the goods have been received back into our warehouse, provided they are unopened in their original packaging with a minimum shelf life of 3 months and fit for resale, a credit will be issued to your account minus the 25% restocking fee.
You will need to arrange for the return of the goods. If goods have been opened or there are signs of use, we are unable to accept the return.
In the unlikely event that your item is damaged in transit, please check the integrity of the outer packaging and ensure that this has been noted when the parcel was signed for.
If an item is signed for in good condition with the courier, then the damage is found once the package is opened, we will not be able to accept responsibility. If your “Goods Inwards” is unable to check then they must sign unchecked.
Any replacement item will be sent out once your claim has been fully investigated.
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.
If, unfortunately 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
If the pallet cannot be checked then it must be signed for as UN-CHECKED and we would ask that this is done as soon as possible and to notify us of any issues within the same day
Faulty Goods – Due to Manufacturing Faults
If your 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 firstname.lastname@example.org with Faulty Goods - Due to Manufacturing Fault in the subject field and detail the nature of the fault.
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 days.
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.
Faulty Goods – Due to misuse or accidental damage
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, but we will work with you to find a solution. The cost of the repair or replacement will be communicated to you as a written quotation and will only be progressed following your acceptance and instruction.
If you wish to report damaged goods please complete the Returns Request Form and email it to email@example.com 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.
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
Delivery charges will be fully refunded if the return is found to be the responsibility of Connect 2 Cleanrooms.
Appealing a decision
The final decision is held with the individual dealing with the query. If you are not happy with the outcome you may appeal to the Quality Manager. To appeal a decision please email firstname.lastname@example.org with Goods Return Appeal in the subject field.