Standard Terms and Conditions of Sale for Goods purchased from Top Cleaning Supplies Ltd. (hereafter referred to as “the company”).
The company has made every effort to ensure that all product information held on this website is accurate.
The company maintain a competitive pricing policy.
Prices of goods stated on the web site may be subject to changes without any liability on the part of the company. In such a case the company will make the customer aware of any price changes as soon as reasonably practicable and a full refund will be given, if required.
If the company have stated on a product page that the product has a maximum purchase quantity it is the customer’s responsibility to adhere to the instruction. Purchases made which exceed the maximum amount stated will be refunded minus any fees incurred by the company.
The total cost of an order is the price of the goods together with delivery charges. While the company try to ensure that all prices on the website are accurate, errors may occur. If the company discover an error in the price of the goods or delivery charges during any stage of the order process up until the Order Dispatched notification, a refund will be issued for the total cost of the order or an email will be sent to inform the customer of the error and to give the customer the option of reconfirming the order at the correct price or cancelling it. If the company are unable to contact the customer the order will be cancelled. If the order is cancelled and the customer has already paid for the goods, a full refund will be issued.
Title of all goods supplied shall rest with the company until payment has been received in full. The company reserves the right to cancel any order for any reason until the order is dispatched or collected in store.
The company may alter and/or remove advertised promotions without notice.
Certain discount promotions may not be used in conjunction with one another.
Any delivery period quoted by the company is provided as a guide for the customer.
The company shall not be held responsible for any loss of income incurred by a customer due to the delivery of the goods being outside of the period quoted, the goods being damaged in transit or receiving faulty goods.
If delivery is going to take longer than 5 days we will contact you by email. You may cancel your order and receive a full refund, providing your order has not already been dispatched – A 20% re-stocking fee may apply. If you need your items within a specific time-frame, please call us before placing your order.
During certain times of the year, deliveries may be subject to delays. We will notify website users during the checkout process of any potential delays.
If there are items in your order which are out of stock we will send them, along with any other items ordered as soon as we can. If the item is permanently out of stock, we will contact you via telephone or email and arrange a refund.
Some areas within the UK may incur a higher delivery charge, the additional delivery charge may not be added onto the final cost at checkout, due to system limitations. We will contact you if your order will incur further delivery charges to arrange additional payment if you are happy to proceed, or to arrange a full refund.
We may cancel an order with free delivery if the combined weight or volume is excessive or if you’re in a remote location which our couriers may charge extra to deliver to.
Damages during transit
Please inspect your delivery on arrival. If there are any damages you can either refuse to accept the delivery or sign for as damaged. Claims for damaged goods cannot be made if the delivery has been signed for as received in good condition.
Delayed or lost orders
If you haven’t received your order within the specified time or there is a problem with your order, please advise us at the earliest convenience on 0208 665 7899. Please have the Order ID and date the order was placed to hand.
Your shipping details
Please be sure to enter the correct shipping details on our checkout page. Mistakes in your shipping address may result in additional charges if delivery needs to be re-booked to the revised shipping address. We will contact you to arrange payment.
If you cancel your order after we attempt delivery to an incorrect shipping address, your refund for the order will be minus delivery costs.
If someone, other than you, at the delivery address signs for the goods, we will be entitled to assume that person is authorised by you to accept the goods.
We will take no responsibility for loss or damage if you request that the courier leaves your delivery outside of your property, in a shed, outbuilding or other. It is the customer’s responsibility to ensure that somebody will be available to accept the delivery within the delivery time stated in our order dispatched e-mail. If there is not somebody available to accept the delivery, we advise that you collect the order from your local depot at your earliest convenience or re-arrange the delivery at your own cost and convenience.
If you’d like us to arrange an am or pm or named day delivery please contact us.
We are unable to deliver to any destination outside of the UK.
Refunds, Returns & Exchanges
Products sold via the Internet can be returned within 14 working days of date of purchase. A refund will be provided as long as the goods (which include all relevant packaging) are returned in the same condition as they were dispatched. We must receive the returned items within 14 days of our approval to accept the return. Unless there is a fault with the item, all associated delivery costs will lie with the customer.
If you’d like to exchange an item, please contact us, quoting your order ID. Unless there is a fault with the item, all associated delivery costs will lie with the customer.
We cannot take responsibility for returned products until we receive them. Please be sure to use a suitable postage method to ensure the safe arrival of your returned products. Only reasonable return delivery costs will be refunded by us. Please contact us for our recommended courier service.
Refund requests made by the customer for any reason at any time where PayPal is the payment method will be subject to PayPal fee deductions.
A re-stocking fee is applicable on certain items including machines. If applicable, the re-stocking fee will be deducted from your refund amount. Please contact us for further details.
To Request A Return, please click here.
If a fault is discovered in a product and this is not due to the way the product has been handled, stored, or displayed by the customer, a replacement product will be exchanged for the faulty product or a full refund will be provided. Please refer to the Returns & Exchanges section of Terms & Conditions for further information.
If a fault is found, please let us know within 14 days of the delivery date. Call us on 020 8665 7899 or fill out our Request A Return form with details of the fault.
Change or cancel an order
If you wish to change or cancel an order please contact our Customer Service team on 0208 665 7899. Please have the Order ID and date the order was placed to hand. If your products have already been dispatched or delivered, you will need to follow our returns procedure.
Warranties For Machines
Your warranty is held with Top Cleaning Supplies. If the machine or parts develop a fault within the warranty period, it is the customer’s responsibility to return the machine for repair to Top Cleaning Supplies Ltd. at their own cost and risk. Repairs and costs of any parts required will be covered by the customer’s warranty, unless we conclude that the machine has been misused in any way. (Misuse includes the customer using chemicals not intended for use with the machine, or not using recommended chemicals to care for their machine, such defoamers and descalers). Please note, ‘wear and tear’ parts are not included in the warranty.
Top Cleaning supplies will contact the customer to arrange collection or delivery of the item(s) after repairs have been carried out, if applicable. The customer is responsible for the cost of the return delivery.
The company will not be held responsible for any losses to the customer whilst repairs are taking place.
English law governs any contract formed between the company and a customer. Any disputes arising out of or in connection with a contract shall be determined by English Courts.