RETURNS, REFUNDS & EXCHANGES POLICY

Consumer Returns

Cancelling an Online Order

If you are purchasing as a consumer, you will generally have the right to cancel an online order within 14 days of receiving the goods.

You must notify us in writing within this 14-day period and return the goods within a further 14 days.

You may inspect the goods as you reasonably would in a shop. If the goods have been handled or used beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may make a deduction from your refund to reflect any reduction in value.

We recommend keeping all original packaging until you are satisfied that you wish to keep the product.

Consumer Refunds

Where you validly exercise your statutory right to cancel, we will refund:

• The price paid for the returned goods; and
• The cost of our standard delivery service, where applicable.

If you chose a more expensive delivery option, such as next-day, timed or express delivery, we will only refund an amount equal to the cost of standard delivery.

For example, if standard delivery was £6 and you paid £12 for express delivery, £6 would be refunded.

If standard delivery was free and you chose to pay for an upgraded delivery service, the upgraded delivery charge will not be refunded.

Refunds will be processed within the timescales required by law and using the original payment method.

Return Carriage

For a change-of-mind return, the customer is responsible for arranging and paying for the return of the goods.

For large, heavy or palletised equipment, please contact us before arranging the return.

Where goods are faulty, damaged or incorrectly supplied, different arrangements apply as set out below.

Voluntary Consumer Returns & Exchanges

In addition to your statutory rights, Hugh Crane (Cleaning Equipment) Ltd may accept products for return or exchange where they are:

• In their original packaging;
• Unused;
• Complete with all accessories, manuals and components; and
• In a clean, undamaged and fully sellable condition.

All returns are inspected before a refund or exchange is approved.

Where goods returned under this voluntary policy are not in a sellable condition, Hugh Crane (Cleaning Equipment) Ltd may, at its discretion:

• Apply a restocking charge of up to 20%; or
• Refuse the return.

These conditions apply to our voluntary returns policy and do not restrict your statutory consumer rights.

Exchanges

Where an exchange is requested because you ordered the wrong product, changed your mind or require a different item, you are responsible for:

• The cost of returning the original item; and
• The delivery cost of sending the replacement item.

Any difference in product price will be charged or refunded as appropriate.

Faulty, Damaged or Incorrect Goods

If you believe an item is faulty, damaged or has been supplied incorrectly, please contact us as soon as possible.

We may ask for:

• Your order or invoice number;
• Product serial number;
• Photographs or video; and
• Details of the problem.

Where goods are faulty and covered by your statutory rights, Hugh Crane (Cleaning Equipment) Ltd will arrange or cover the reasonable cost of returning or collecting the goods.

Depending on the circumstances, the appropriate remedy may include a repair, replacement, price reduction or refund.

Where a statutory replacement is provided, Hugh Crane (Cleaning Equipment) Ltd will cover the necessary delivery costs.

If goods arrive damaged, incomplete or incorrect, please retain the packaging and provide photographs of the product and packaging where possible.

Consumer Returns Exclusions

The statutory right to cancel does not apply in certain circumstances, including where permitted by law for:

• Goods made to your specifications or clearly personalised;
• Goods liable to deteriorate or expire rapidly;
• Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed;
• Goods that become inseparably mixed with other items after delivery; and
• Other goods specifically excluded from cancellation rights by law.

A product being described as special-order or non-stock does not, by itself, remove a consumer's statutory cancellation rights.

These exclusions do not affect your rights where goods are faulty, damaged or not as described.

Returning Goods by Courier

Where you arrange your own return, you are responsible for packaging the goods securely.

We strongly recommend that you:

• Photograph the item before packaging;
• Photograph the item once packaged;
• Photograph the outer carton or pallet;
• Use a tracked courier service;
• Retain proof of collection or postage; and
• Take out suitable transit insurance covering the value of the goods.

These precautions can assist with any claim against the courier if the goods are lost or damaged in transit.

Business Customer Returns

This section applies to purchases made wholly or mainly for business, trade or professional purposes.

Consumer cancellation rights do not apply to business-to-business purchases.

Returns of unwanted or incorrectly ordered goods are accepted only with prior approval from Hugh Crane (Cleaning Equipment) Ltd.

Approved business returns must normally be:

• In their original packaging;
• Unused;
• Complete with all accessories, manuals and components; and
• In a fully sellable condition.

Where goods are not returned in a sellable condition, Hugh Crane (Cleaning Equipment) Ltd may apply a restocking charge of up to 20% or refuse the return.

Business Refunds

For approved returns of unwanted or incorrectly ordered goods:

• We will refund the accepted value of the goods only;
• Original delivery charges are non-refundable;
• The customer is responsible for return carriage; and
• Any applicable restocking charge may be deducted from the refund.

For example, if goods cost £500 plus £25 delivery, the maximum refund before any applicable deduction would be £500.

Business Exchanges

Where a business customer requests an exchange, they are responsible for returning the original item at their own cost and paying the delivery charge for the replacement item.

Business Special-Order Goods

Unless otherwise agreed, Hugh Crane (Cleaning Equipment) Ltd may refuse returns of:

• Bespoke or personalised products;
• Products manufactured or modified to the customer's requirements;
• Special-order products; and
• Non-stock products specifically obtained for the customer.

Faulty Goods - Business Customers

Business customers should contact Hugh Crane (Cleaning Equipment) Ltd before returning suspected faulty goods.

Where goods are accepted as faulty and covered by the applicable warranty, contract or legal rights, Hugh Crane (Cleaning Equipment) Ltd will arrange or cover reasonable collection or return costs as appropriate.

Goods found to have been damaged through misuse, incorrect operation, poor maintenance, accidental damage, unauthorised modification or normal wear and tear may be subject to inspection, repair, carriage or redelivery charges.

Machinery and Large Equipment

Cleaning machines and other equipment should not be put into operational use if you intend to return them because you have changed your mind.

Evidence of use may include:

• Water, detergent or chemical residue;
• Used brushes, pads or filters;
• Dirt or debris;
• Recorded operating hours;
• Fuel or oil having been added; or
• Marks, scratches or other signs of use.

For statutory consumer cancellations, excessive use may result in a deduction where it has reduced the value of the goods.

For voluntary consumer and business returns, evidence of use may mean the goods no longer meet our sellable-condition requirements.

Please contact us before returning large or palletised equipment.

How to Request a Return

Please contact Hugh Crane (Cleaning Equipment) Ltd before returning any goods.

Provide:

• Your name or company name;
• Order or invoice number;
• Product being returned;
• Reason for the return; and
• Whether you require a refund, exchange, repair or replacement.

Where appropriate, we will provide return instructions and a returns reference.

Statutory Rights

Nothing in this policy is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.

Consumer purchases may be protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where any part of this policy conflicts with a mandatory statutory consumer right, that statutory right will take precedence.

Last updated: August 2026