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 0844 848 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 0844 848 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.