Terms

Making A Purchase

TRADE ONLY SERVICE:

Cleansmart Ltd. is a trade only service – we supply business to business only, and do not supply goods direct to the general public.

Any products, information or advice offered by Cleansmart are intended for professional carpet cleaners who have attended a recognised training course. We take no responsibility for any claims as a result of damage caused due to the use of Cleansmart supplied products. You are expected to use caution & your own judgement before acting on any information offered.

Businesses can order through the website or over the phone. We accept all major credit and debit cards. Remember to register to receive our free newsletter for regular special offers.

Once an order is placed on our website, you are directed to the Global Payments secure payment page. You can then pay securely by credit or debit card. Cleansmart does not at any point have access to your credit card details when you pay online.

For orders made from the UK or the European Union, 20% VAT is added.

CHEMICAL AND ACCESSORY ORDERS:

Orders for chemicals and accessories received before 2.00pm on normal working days (Mon-Fri, excluding public holidays) are normally processed same day and shipped by next working day courier. According to our courier service, around 98% of deliveries arrive next day. However, we can never guarantee next day delivery as we are always in the hands of the courier.

Cleansmart will make reasonable endeavours to meet any delivery estimates but cannot accept any liability whatsoever for failure to do so.

MACHINE ORDERS

The normal standard lead time is 7-14 working days. However, on occasion this lead time may be longer if we are particularly busy. If the machine is required sooner than this, please contact our office before placing your order and we will see if it is possible to supply a machine within your required time frame.

MACHINE DELIVERIES

Larger machines will need to be shipped to you on a pallet. If your machine order needs to be shipped on a pallet we will contact you to arrange a convenient day for you to receive delivery. There must be someone available at the delivery address to receive the delivery we have arranged with you. If there is no-one available to accept the delivery and your order is delivered to your property without a signature, the shipment is deemed by the courier to be ‘delivered’ at which point the goods become your responsibility. If you are not able to take delivery on the day we have arranged with you, you must let us know in the first instance and before the shipment is delivered so that we can attempt to arrange a different delivery date. We can accept no liability for machine orders that are lost, stolen or damaged after the point of delivery.

MACHINE WARRANTY

All machines are covered by 1 year manufacturer’s warranty which includes parts and labour. Machines can either be serviced or repaired at Cleansmart, or by a Cleansmart-approved third party repair company if more convenient. You must contact Cleansmart or the distributor you purchased the machine from in the first instance if an in-warranty repair is needed.

Airflex extractors are also supplied with a 5 year “machine housing warranty”, which covers the main waste tank, clean tank and motor housing plastic mouldings of the machine. If the defect occurs within 1 year of purchasing the machine, the “machine housing warranty” includes both parts and labour. If the defect occurs after 1 year of the machine purchase, the “machine housing warranty” covers the cost of the replacement part only and does not include shipping and labour. 5 year “machine housing warranty” is to the original purchaser of the machine and is not transferable.

The machine warranty covers all manufacturing defects, but does not cover issues caused by failure to follow the information in the user guide supplied with the machine. Please ensure you read, fully understand and follow the information in the user guide before using the machine. 

SPARE PARTS

Spare parts purchased are supplied with a 90 day warranty which covers all manufacturing defects.

DISTRIBUTOR RESPONSIBILITY

Where machinery is purchased from a Cleansmart Distributor, the distributor is responsible for the provision of after-sales-service, maintenance, repair and the administration of any warranty claims.

Cleansmart Distributors are, as the selling agent, also responsible in full for the initial training of their customers in the correct use and application of Cleansmart products.

DAMAGED, INCORRECT OR LOST MERCHANDISE CLAIMS

You may be required to complete a claim form in order for us to progress any claim we need to make with the courier on your behalf.

ORDER RECEIVED DAMAGED

You must report all claims for goods that arrive damaged immediately and no later than 48 hours after delivery for us to open a claim on your behalf. It is important to check deliveries and inspect for any signs of damage BEFORE signing for the delivery. If the goods or packaging appears to be damaged, you must ensure that the courier driver takes a photograph showing the damaged packaging. You will also need to provide photographs of the damaged items and the packaging the items were delivered in. You must keep the original delivery box in case further evidence is required by the courier.

You must not use equipment if it arrives damaged, if you receive equipment damaged and it is returned to us in used condition, we reserve the right to treat the return as an in-warranty repair, which means we may repair the item and return it to you instead of replacing it.

ORDER RECEIVED INCORRECT

Please check your delivery for shortages or errors immediately upon receipt. Claims for damage, shortages or errors in shipment must be made within 48 working hours of delivery of the merchandise.

ORDER RECEIVED FAULTY

Please check all items and inform us of any faults within 7 days of delivery. Faults reported after 7 days will normally be treated as in-warranty repairs.

ORDER NOT DELIVERED

Claims for missing orders must be made within 7 days of the invoice date, or within 24 hours of the expected delivery date when we have provided a delivery date. 

RETURNS: ALL RETURNS

You must email us or fill in our website contact form to request a Return Number before returning any item. We cannot accept returned goods without a Return Number first being issued to you. You must then return the goods to us within 7 days of the Return Number being issued.

RETURNS: NON MACHINE ORDERS

We will accept the return of goods that are no longer required within 14 days of the date of delivery or collection of the goods, excluding cleaning chemicals (we cannot accept cleaning chemical returns), and Special Order items (items we have ordered from another supplier on your behalf), which may not be cancelled or returned for credit. Items must be returned to us unused, in the original packaging and in re-saleable condition. To instigate a return, you must first email us or fill in our website contact form to request a Return Number – we cannot accept returns without a valid Returns Number.

RETURNS: MACHINE ORDERS COVERED BY OUR ‘BEST PORTABLE CARPET CLEANER YOU HAVE EVER USED OR YOUR MONEY BACK’ GUARANTEE:

For ‘The best portable carpet cleaner you have ever used or your money back’ offer, any claim for a refund must be made within 7 days of receipt of the machine. The machine must be returned to us in good condition, clean and undamaged. Any shipping costs we have incurred in processing your order, repair costs, or workshop time needed to clean the machine will be deducted from the refund total. To instigate a return, you must first email us or fill in our website contact form to request a Return Number – we cannot accept returns without a valid Returns Number.

RETURNS: (OTHER MACHINE ORDERS)

Aside from the above ‘Best portable carpet cleaner you have ever used or your money back’ guarantee, Airflex machines are built-to-order to your bespoke specification and therefore may not be returned for a refund. We are happy to exchange the machine for a different Airflex machine if you find the machine to be unsuitable. The machine must be returned to us unused, clean and undamaged. Any costs we have incurred in shipping the machine, repairs that are needed, workshop time needed to clean the machine, or loss of value due to damage or previous use of the machine will be deducted from the credit note.

To instigate a return, you must first email us or fill in our website contact form to request a Return Number – we cannot accept returns without a valid Returns Number.

“CLEANSMART TRAINED TECHNICIAN” LOGO USE

Delegates who have successfully attended Cleansmart training may use the ‘Cleansmart Trained Technician’ logo as long as the delegate continues to conduct all business activities in an honest and professional manner. Permission to use Cleansmart logos may be withdrawn by Cleansmart for any reason at any time without notice.

PRIVACY

Click here to read our privacy policy.