Delivery & Returns Policy

Germ Clean Ltd

Last updated: 22 October 2026

1. Introduction

Germ Clean is proud to offer its own range of professional cleaning chemicals, manufactured in the United Kingdom and available to purchase through our online shop.

This policy explains how product orders, delivery, returns, exchanges and refunds are managed.

It applies to purchases of physical products through www.germclean.co.uk.

Cleaning service cancellations are covered separately by our Cancellation & Refund Policy.

2. UK Delivery

We offer delivery of eligible Germ Clean products to addresses throughout the United Kingdom.

Delivery availability may depend on the product, destination and any applicable chemical transport restrictions.

Any destination-specific restrictions will be communicated before an order is accepted.

3. Delivery Charges

Delivery charges will be clearly displayed or communicated before the customer commits to purchasing.

Charges may vary depending on:

Delivery destination.
Parcel size and weight.
Quantity of products ordered.
Selected delivery service.
Any specialist handling or transport requirements.

Customers will be informed of the total payable amount before completing their order.

4. Delivery Times

Estimated delivery times will be communicated during the order process.

Where no specific delivery period is agreed, goods will be delivered without undue delay and normally within 30 days, subject to applicable consumer law.

Delivery estimates are not guarantees unless expressly agreed as binding.

If delivery is significantly delayed, we will notify the customer and explain the available options.

5. Order Processing

Orders are subject to product availability and acceptance.

We may contact customers where additional information is required or where a product cannot be supplied.

If we cannot fulfil an accepted order, the customer will be offered an appropriate alternative or refund.

6. Delivery Responsibility

We will take reasonable care when arranging product packaging and delivery.

For consumer orders, the risk of loss or damage generally remains with Germ Clean until the goods are received by the customer or their nominated recipient, subject to applicable law.

If an order is lost or damaged during delivery, customers should contact us so that we can investigate and provide an appropriate remedy.

7. Incorrect or Damaged Orders

Customers should contact us if:

Products arrive damaged.
The incorrect product has been supplied.
An item is missing.
A product appears defective.
Packaging has leaked or been compromised.

Photographs of the products and packaging may assist our investigation.

We will arrange an appropriate remedy in accordance with the customer's statutory rights.

Customers should not use damaged or leaking chemical products.

8. Standard 14-Day Returns

For most qualifying online consumer purchases, customers have a statutory right to cancel within 14 days after receiving the goods.

Customers may exercise this right by notifying Germ Clean within the cancellation period.

After cancellation, products must normally be returned within 14 days of notifying us, unless we agree to collect them.

Customers do not need to provide a reason for exercising a valid statutory cancellation right.

9. Product Condition and Handling

Customers may inspect products to establish their nature, characteristics and functioning.

Where goods have been handled beyond what is reasonably necessary, we may make a lawful deduction for any resulting diminished value.

Certain sealed products may be exempt from change-of-mind cancellation rights where the specific legal conditions relating to health protection or hygiene are satisfied.

Cleaning chemicals are not automatically excluded from statutory cancellation rights simply because they are chemical products.

10. Returning Cleaning Chemicals Safely

Cleaning chemicals may be subject to postal and courier restrictions.

Before returning products, customers should contact Germ Clean for suitable return instructions.

Customers must not send chemicals through a carrier or delivery service that prohibits the relevant substance.

Where a product is leaking, damaged or potentially hazardous, customers should contact us before attempting to package or return it.

We will provide appropriate instructions or arrange a suitable alternative where required.

11. Return Postage

For change-of-mind returns, customers may be responsible for direct return postage where this was clearly disclosed before purchase.

Where goods are faulty, incorrect or otherwise fail to conform to the contract, Germ Clean will meet applicable legal obligations concerning reasonable return costs.

12. Refunds

Where a customer validly cancels an eligible online goods purchase, refunds will be processed within the applicable statutory timeframe.

For goods that must be returned, we may wait until we receive the goods or evidence of their return, where permitted by law.

The refund will include the legally required original standard delivery charge.

Additional charges for an enhanced delivery option selected by the customer may not be refundable beyond the cost of standard delivery.

Refunds will normally be issued through the original payment method.

13. Faulty Products

Customers have statutory rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances and applicable time limits, remedies may include rejection, repair, replacement, price reduction or refund.

These rights are separate from the 14-day change-of-mind cancellation period.

Nothing in this policy limits statutory consumer rights.

14. Exchanges

Where a customer wishes to exchange an eligible product, they should contact us.

Exchanges are subject to stock availability and applicable legal rights.

Any additional price difference or delivery charge will be explained before an exchange is agreed.

15. Product Safety

All Germ Clean cleaning products must be used according to their labels, safety instructions and intended purposes.

Safety Data Sheets are available for our cleaning chemical products.

Customers must store and handle products responsibly.

Products must not be mixed with incompatible chemicals or used contrary to their instructions.

16. Business Orders

Purchases made wholly for business purposes may be subject to separately agreed commercial terms.

Statutory consumer cancellation rights do not generally apply to purchases made by businesses acting in the course of trade.

Any agreed business returns arrangements will be confirmed where applicable.

17. Contacting Us About Returns

To request a return, refund or exchange, contact:

Email: info@germclean.co.uk
Telephone: 0330 341 0989

Please provide:

Your name.
Order reference.
Product details.
Date of purchase.
Reason for contacting us, where relevant.

Do not return chemical products until appropriate return instructions have been provided.

18. Returns Address

Germ Clean Ltd
Ribble Saw Mill
Paley Road
Preston
PR1 8LT

Please contact us before sending returns to confirm that this address is suitable for the specific products.

19. Policy Changes

We may update this policy to reflect changes in our delivery arrangements, products or legal requirements.

Changes will not remove statutory rights or retrospectively alter existing contracts without a lawful basis.

20. Contact Information

Germ Clean Ltd
Company Number: 13770607
VAT Number: 476683636
Ribble Saw Mill, Paley Road, Preston, PR1 8LT
Telephone: 0330 341 0989
Email: info@germclean.co.uk
Website: www.germclean.co.uk