Grace Cleaning Ltd
Products Return Policy
At Grace Cleaning Ltd, we are committed to providing high-quality, eco-friendly cleaning products for your home. We want you to be completely satisfied with your purchase. This policy outlines our return procedures, designed to be fair, environmentally responsible, and protect both Grace Cleaning Ltd and our valued customers.
1. Our Commitment to Eco-Friendliness:
As part of our commitment to sustainability, we encourage thoughtful purchasing to minimise returns and their associated environmental impact (transportation, packaging waste). Please read product descriptions carefully before purchasing.
2. Your Right to Cancel (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013):
You have the right to cancel your order and return products within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You can use the model cancellation form provided below, but it is not obligatory.
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Postal Address: Grace Cleaning Ltd, Fides House, 10 Chertsey Road, Woking, Surrey, GU21 5AB
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
3. Effects of Cancellation:
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
We will make the reimbursement without undue delay, and not later than:
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14 days after the day we receive back from you any goods supplied, or
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(if earlier) 14 days after the day you provide evidence that you have returned the goods, or
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if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at Grace Cleaning Ltd, Fides House, 10 Chertsey Road, Woking, Surrey, GU21 5AB without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
4. Conditions for Returns (Beyond your Right to Cancel):
Beyond your statutory right to cancel, we will accept returns of Mr Grace cleaning products under the following conditions:
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Damaged or Faulty Products: If your product arrives damaged or is faulty upon receipt, please contact us immediately within 48 hours of delivery. We will arrange for a replacement or a full refund, including original shipping costs. We may request photographic evidence of the damage/fault.
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Incorrect Product Received: If you receive a product different from what you ordered, please notify us within 48 hours of delivery. We will arrange for the correct product to be sent and the incorrect one to be collected at our expense.
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Unopened and Resalable Condition: For returns where you have simply changed your mind (beyond the 14-day cancellation period but within a reasonable timeframe, typically up to 30 days from purchase), products must be returned in their original, unopened packaging, and in a resalable condition. We reserve the right to refuse a refund if the product is not in a resalable condition. In such cases, you will be responsible for the cost of returning the item to you if you wish to have it back.
5. Products Not Eligible for Return:
For hygiene and safety reasons, and to prevent fraudulent claims, we cannot accept returns on:
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Products that have been opened or used, unless they are faulty.
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Products where the tamper-proof seal has been broken, unless they are faulty.
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Products that are not in their original packaging, or where the packaging is significantly damaged (unless damaged upon receipt and reported as per section 4).
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Any product that has been mixed with other substances or clearly tampered with.
6. Safeguarding Against Fraud and Mischievous Clients:
To protect ourselves and maintain fair pricing for all customers, we implement the following measures:
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Inspection upon Return: All returned products will be thoroughly inspected upon receipt. We reserve the right to deny a refund or exchange if the product shows signs of misuse, tampering, or intentional damage.
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Serial Numbers/Batch Codes: Where applicable, we record batch codes and/or other identifying marks on our products. This helps us verify that returned items originated from our inventory.
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Photographic Evidence: For claims of damaged or incorrect products, we may require clear photographic evidence to process your request efficiently and prevent false claims.
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Excessive Returns: We monitor return patterns. Customers with a history of excessive returns, or returns that suggest fraudulent activity (e.g., returning empty bottles, different products, or repeatedly claiming fault without clear evidence), may have their accounts flagged. In such cases, we reserve the right to refuse future orders or apply stricter return conditions.
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Legal Action: In cases of suspected fraudulent activity, Grace Cleaning Ltd reserves the right to pursue all available legal avenues to recover losses.
7. How to Initiate a Return:
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Contact Us: Before returning any item, please contact our customer service team at enquiries@gracecleaningonline.co.uk or Tel: 01483 857520 to obtain a Return Authorisation (RA) number. Please provide your order number, the item(s) you wish to return, and the reason for the return.
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Packaging: Securely package the item(s) in their original packaging, including all accessories, manuals, and documentation.
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RA Number: Clearly write the RA number on the outside of the package. Returns without a valid RA number may be delayed or refused.
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Shipping: Send the item(s) to: Grace Cleaning Ltd – Returns Grace Cleaning Ltd, Fides House, 10 Chertsey Road, Woking, Surrey, GU21 5AB.
We recommend using a tracked and insured shipping service, as Grace Cleaning Ltd cannot be held responsible for returns lost or damaged in transit.
8. Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain number of days (as per Section 3).
9. Exchange:
If you wish to exchange a product (e.g., for a different scent), please follow the return process outlined above for a refund and then place a new order for the desired item.
10. Customer Service:
If you have any questions about our return policy, please do not hesitate to contact us:
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Phone: 01483 857520
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Business Hours: Monday- Friday 8:00 - 18:00
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: Grace Cleaning Ltd, Fides House, 10 Chertsey Road, Woking, Surrey, GU21 5AB, enquiries@gracecleaningonline.co.uk
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*/for the supply of the following service*, Ordered on*/received on*, Name of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form is notified on paper), Date