How To Order

It is simple as ABC to order

Just follow these step by step guidelines:

A. Browse through the catalogues and select your products

B. Complete your personal details and select your method of delivery

C. Confirm and submit your order.

If you select your order to be delivered by your local distributor:

You will then receive 3 emails:

1. Order Acknowledgement
2. Order Confirmation
3. Delivery Confirmation

If you select Direct Despatch:

You will receive the following emails:

1. Order Acknowledgement
2. Order Confirmation
3. Payment Confirmation
4. Delivery Confirmation

Payment is either made at the time your order is delivered by your distributor or at the time your order is placed if the direct despatch option is chosen

Thank you and we hope you enjoy shopping with us.

Contact Us

If you have any queries or you need to contact us:

By email to your local distributor or alternatively email to Kleeneze Limited,service.centre@kleeneze.co.uk where your enquiry will be passed on to your local distributor, Our aim to give a full and comprehensive answer to all email queries within 48 hours.

Our Service Centre telephone number is 0844 8485 000 (UK) or 01248 22 22 (from Republic of Ireland) and is open between the hours of 8am to 9pm Monday to Friday, where our advisors will be pleased to assist.

Our address for postal enquiries is: Customer Services at MyKleeneze.com, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

Company Details:

Kleenezeshop.com is an online trading subsidiary name of Kleeneze Limited.

Kleeneze Limited, Express House, Clayton Business Park, Accrington, Lancashire BB5 5JY

Registered in England, Company No. 05801085 (London)

Registered Office : 2 Gregory Street, Hyde, Cheshire, SK14 4TH

VAT No. : GB 125 688 644

You are deemed to have placed an order by ordering via our online checkout process.

1.If you select your order to be delivered by your distributor you will be sent an order acknowledgement email detailing the products you have ordered. By placing and submitting that order you are offering to purchase the goods detailed within that order. The order form forms a contract between you and your distributor. When your order is received your distributor will send you an e-mail order acknowledgement. If this is not received within 48 hours, please contact your Distributor by email via the contact details displayed. The acceptance of your order takes place when you receive an order confirmation email from your distributor.

2.If you select your order to be delivered by direct despatch, you will be sent an order and payment acknowledgement email detailing the products you have ordered and payment details. Your order will be despatched direct from our warehouses within two full working days from the day your order was submitted.

We may refuse to accept an order:

• (a) Where goods are not available
• (b) If there has been a pricing or product description error
• (c) If you do not meet any eligibility criteria set out in our terms and conditions
• (d) If the order is to be delivered outside the designated free delivery postal area of the local distributor.
• (e) If your order is for personalised products contains content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.

You undertake that all details you provide for the purpose of ordering or purchasing goods are correct. If there are any changes to the details supplied by you, it is your responsibility to inform your distributor as soon as possible.

Your statutory rights are not affected by these terms and conditions.

Prices

Prices quoted on this site are those ruling at the time of uploading product and where relevant include VAT at the current rate.

The price ruling at the time you place your order is the price contracted by both parties. We will not enter into correspondence regarding price changes applied by Kleeneze Limited.

Certain promotions and promotion codes cannot be used in conjunction with other promotions.

For all orders delivered by your local distributor, payment should be made to your distributor only when the goods are delivered to the address you specify on your order. Payment by cash is the only method of payment at this present time.

For all direct despatch orders, payment must be made by either credit or debit card at the time of checkout.

Liability

We endeavour to ensure that the information available on the kleenezeshop.com website is accurate at all times, however we cannot guarantee that it will be fault-free.

We cannot accept liability for any errors and omissions in the presentation of goods on the website and reserve the right to change information, specifications and descriptions of listed products at any time. We will do our best to correct any errors and omissions as quickly as possible after being notified of them.

We do not make any warranty that the website is free from infection by viruses or anything else that has contaminating or destructive properties.

Delivery

We are pleased to offer you two methods of delivery, either by your local distributor or by direct despatch:

•Your Local Distributor will personally deliver the products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable.

Your distributor will notify you by email when you goods are ready and confirm the date that your goods will actually be delivered. Your distributor should deliver all your goods within 14 – 21 days. Delivery is FREE – you do not pay for postage and packaging

•Direct Despatch – Only available in the UK and Republic of Ireland. Your order will be despatched direct from our warehouse within two full working days from the date your order is processed. Delivery will be 1-3 working days from the day of despatch. If any of the details you have given us in your delivery address are incorrect, we are not liable. You will receive an email confirming your order, payment and when your goods have been despatched. Our nominated carrier is Parcelforce. For UK deliveries a charge of £3.95 is payable for this service. For Republic of Ireland deliveries a charge of €4.75 is payable for this service.

Cancellation Rights and Returns

Cancellation Rights

You may cancel your order within 14 days of receipt of the goods for a complete refund. Any cost in returning them will fall upon the consumer. If you have received the goods, then you should not use them, you must take reasonable care of them and must return them as follows:

• For goods personally delivered by your distributor, please contact your distributor with full details of the order you wish to cancel.

• For all direct despatch orders please register your cancellation via your online shop. Alternatively telephone our Service Centre on 08450848 5000 where one or our advisors will assist.

After cancellation, your Distributor will refund the full price paid and for direct despatch, Kleeneze will refund the full price paid for the goods including any delivery charge.

Our systems begin processing your order as soon as it is placed by your distributor or submitted online when payment is taken at the checkout. For personalised products it is not possible to change or delete an order once submitted

All personalised items are excluded from our normal 14 day return period. You may only return items if they are faulty or damaged. Your rights to return the goods to us will not apply in the following circumstances:

• Any products that we have personalised specifically for you

• Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging

• If you have made a spelling mistake or other error on your order and it has been sent for production.

These terms do not affect your statutory rights. Please refer to: The Consumer Protection (Distance Selling) Regulations 2000.

Money Back Guarantee

In addition to any right to cancel the order as set above, if you are not totally satisfied with your order, provided you have taken care of the goods whilst they are in your possession, you may return them, at your expense, within 30 days of receipt for a complete refund, excluding any carriage costs by:

• For goods personally delivered by your distributor, please contact your distributor with full details of the order you wish to return

• For all direct despatch orders please register your cancellation via your online shop. Alternatively telephone our Service Centre on 08450848 5000 where one or our advisors will assist.

All goods returned more than 14 days after receipt should be in their original condition and packaging and be accompanied by a receipt.

Your Legal Rights

The cancellation rights and the Kleeneze Money Back Guarantee which are set out above do not affect your statutory rights. We make every effort to ensure that Kleeneze products are of the highest quality. If, however, the goods are damaged upon delivery or you consider them to be defective or below the quality reasonably to be expected, please contact your local distributor or Kleeneze direct without delay.

Replacement Goods

If you wish to order a replacement for items that have been found faulty or damaged, please check for availability on the web site. If available, please re-order immediately to save disappointment. It may not always be possible to offer replacements because stocks are limited.

Returns

At kleenezeshop.com we believe that you will be satisfied with your purchase. If you feel that you need to return an item, we will keep this process simple.

If you need to return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. Please ensure you retain your receipt.

• Via your local Distributor: You should contact your distributor to arrange a collection of the product and obtain your refund.

• Direct Despatch: To submit a return/refund request:

1.log in to you online shop account

2.select the customer order tab and then the appropriate order

3.select items to return, replace or refund and submit

4.You will receive a notification email acknowledging your request and one of our advisors will be in contact with you within 3 – 5 working days.

Refunds

Refunds will be processed in accordance with our money back guarantee, cancellation and returns policies. You should contact your distributor in the first instance to resolve.

Copyright Notice

Refunds will be processed in accordance with our money back guarantee, cancellation and returns policies:

•For deliveries made by your local distributor: You should contact them in the first instance to resolve.

•For direct despatch deliveries: You will need to raise a return request by email by logging on to your online shop account and selecting the appropriate order and item(s).

Copyright Notice

The copyright in the design, text, graphics, software and artwork on this web site belong to Kleeneze Limited. All other intellectual property rights are reserved.

You may only download to your personal computer and print out pages for the purpose of selecting and ordering our products. All other use is prohibited without our prior written consent.

Governing Law

Transactions between our customers and ourselves, which form the basis of a legal contract, shall be governed by and interpreted in accordance with English law or Scottish law, as appropriate, and the English or Scottish courts, as appropriate, will have jurisdiction to resolve any disputes between the parties.

Indemnity

You agree to indemnify Kleeneze Limited and its officers, distributors, co-branders, subsidiaries, affiliates or other partners and employees, against any claim or demand, including reasonable solicitor's fees, made by any third party arising out of any content you submit, post to or transmit through this website. You also agree to indemnify Kleeneze Limited against any violation by you of these Terms & Conditions, or of any rights of any another person or entity.

Complaints

Should you have a complaint, please do not hesitate to contact our Customer Services team as soon as possible. All communications will remain totally confidential, and will be dealt with promptly (within 72 hours) and fairly. We will endeavour to keep you completely informed with the progress.

Privacy and Security

Privacy Policy

When using the kleenezeshop.com website you will be asked to provide information about yourself. This information is needed to process and deliver the goods you have ordered.

WWe will ask for your name, e-mail address and postal address. These details will enable us to process your order and contact you in the event of any queries. We will also ask for your telephone number, so that we can contact you urgently in the event of any problem with your order. We will communicate with you by e-mail or telephone.

We may also use the information we hold to notify you of important changes, new services and special offers. You have the right to ask for a copy of the information we hold on you and to have any inaccuracies corrected.

By using our site you consent to the collection, retention and use of this information by Kleeneze and your Independent Kleeneze Distributor. The information that you provide to your Independent Kleeneze Distributor is only accessible to Kleeneze and will not be shared with any other third party.

Any changes to our privacy policy will be notified on this page.

Telephone calls may be recorded or monitored. This helps to ensure we provide you with the highest level of service and maintain our quality standards.

Security

You are protected by the Kleeneze Limited security guarantee when you shop with us. We use industry standard security and anti-fraud software to encrypt all your personal information including name, address, e-mail and credit or debit card details to help keep it secure when the information is sent over the Internet. Your credit and debit card details are handled with the utmost security.

To ensure maximum security, you also need to take care. If applicable, always keep your login password a secret. Also, if you are using a shared PC, always log out and close the web browser when you have finished on this site.

Kleeneze Limited retains the right to reject any order received from addresses deemed to be either invalid or high risk. Notification of rejection will be sent by e-mail and a full refund will be processed if payment has already been accepted.

Accessibility

Standards

Kleeneze are committed to providing websites that are accessible to the widest possible audience, regardless of technology or ability. We are actively working to increase the accessibility and usability of our websites and in doing so adheres too many of the available standards and guidelines.

The pages on this site conform to WCAG AA approved standards, complying with all priority 1 and 2 guidelines of the W3C Web Content Accessibility Guidelines. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people. We have reviewed all the guidelines and believe that we are in compliance but whilst Kleeneze strive to adhere to the accepted guidelines and standards for accessibility and usability, it is not always possible to do so in all areas of the website.

Accessibility Barriers

We have tried our best to make all areas of this Kleeneze website fully accessible, as part of our ongoing commitment to making our site accessible to all visitors we continue to work on improving our website, if you should experience any difficulties please contact us explaining the problems that you encountered.

Content

All the content has been written and formatted to help make it more accessible. For example:

Headings highlight sections of text.

Sentences are short with the meaning at the beginning.

Links use meaningful text.

Forms can be navigated using the tab key.

Navigation

We have made navigation links consistent between pages and the site navigation fully accessible by using only the keyboard. You can use the tab key on your keyboard (as well as your mouse) to move from consecutive link to link.

Images, videos and other non-text elements

Where ever possible we have made it so that this website can be used without graphics or images showing. Non-text elements, such as images, symbols, audio, video and multimedia have text equivalents if necessary, this is done by providing a descriptive alt attribute for them. Decorative graphics or formatting images have empty alt attributes.