FAQs

(Q)When will I receive my order?

(A) Delivery is usually next day but can take up 3–5 working days (from date of placing order). If you believe your item has been lost, call 01282 777999 and speak to our customer service team to try and resolve the issue.

(Q) Item temporarily out of stock

(A) If an item temporarily goes out of stock and we expect to receive new stock within a reasonable time we will hold your order and dispatch the item to you as soon as stock is available.

(Q) Item unavailable

(A) If an item becomes unavailable (which means we are unexpectedly unable to fulfill you order and are unlikely to receive new stock within a reasonable time) we will either telephone or email you to let you know and automatically refund your card or credit account.

(Q) Account declined (payment not processed)

(A) If we cannot process payment for any reason, we will either telephone or email you to let you know and ask you to access your account and update your card or bank details as necessary.

(Q)How can I return an item I have ordered?

(A) We will authorise the return of an item in the following cases:

(Q) Faulty or damaged item

(A) You may return any item that was faulty or damaged when received for a full refund. We will refund your card or credit account once we have received and processed the item. In these cases we will also either refund the return postage or arrange for the item to be collected.

(Q) Duplicate or incorrect item

(A) You may return any duplicate or incorrect item sent to you as a result of our error for a full refund. We will refund your card or credit account once we have received and processed the item. In these cases we will also either refund the return postage or arrange for the item to be collected.

(Q) Unwanted item

(A) You may return any unopened and unused item within 14 days of receiving it, for a full refund. We will refund your card or credit account once we have received and processed the item

  • We will only refund postage if the return is a result of our error.
  • We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.
  • Due to the nature of some of our products, certain returns may be subject to a re-stocking charge.

N.B In all cases, for a return to occur, prior notice must be given to our customer service team, by calling 01282 777999. You will be given a returns number which must be clearly marked on the returned goods. We may also arrange for any returned items to be uplifted either using our own transport or an external carrier service, you will be notified of this prior to the time.

(Q) I've forgotten my password. How do I login?

(A) To re-set any lost password go to the login screen and click the "Password Recover?" link.

Enter your email address into the applicable section on the screen, you will then be sent a reminder of your password via email. Once your password reminder has been received you will have the option to change your password.


(Q) I hold a valid VAT exemption certificate. How do I zero the VAT on applicable products? 

(A) Some products listed on the website are able to have the VAT removed from them should you hold a valid VAT Exemption Certificate for these products. The products that this applies to includes bed sheets, disposable gloves, patient wipes and incontinence products.

To remove that VAT from these applicable products, select and place the item into your basket, and then when moving onto the checkout screen you will be asked if you are VAT exempt on these products. If Yes is selected you will be asked to provide evidence of your exemption and a declaration stating why are exempt from paying tax on the products. Upon approval the VAT will be removed from these products and your order total.


(Q) Can I collect my order? 

(A) Many of our customers order on-line and collect their order from our Altham offices. If you need the goods in a hurry we will have your order picked and ready for collection by the time you arrive saving you time. Alternatively you may telephone, fax or e-mail your order through and we will have the order ready for you to collect. We can process cash or card payments on site, or if you are a credit account holder simply add the invoice onto your account.


(Q) How can I arrange an onsite visit or demonstration? 

(A) We are able to provide onsite demonstrations of all carpet cleaning machines, vacuum cleaners, pressure washers and steam cleaners we currently sell. We can also arrange for one of our sales representatives to call on your site to discuss potential sales packages to meet your needs.

We are also able to provide samples for your approval, of almost all of our cleaning chemicals, refuse sacks and paper products available. For further details call our customer service team on 01282 777999.


(Q) Why can't I find the item I am looking for? 

(A)  If you cannot find a particular item you are looking for on the website, please contact our customer service team on 01282 777999 or email [email protected]  with your enquiry.

We will endeavour to consistently improve and update the products listed on the website. However from time to time we may have a product in stock that is not listed on our website.