How can we help you?

• Enter your order number and email address in the fields above, then click Start.

• Follow the on-screen instructions and select the item(s) you wish to return.

• Once your return request has been approved, you will receive a confirmation email with instructions on how to return your item(s).

• You can return your item(s) within 14 days of receiving your order.

• All items must be returned in a resalable, unused condition and in their original packaging. If an item or its packaging is returned damaged, incomplete or in a condition that affects its resale value, an appropriate deduction may be made from your refund to reflect the loss in value. We reserve the right to reject a return where the item does not meet our return conditions or is returned in a condition that makes it unsuitable for resale, subject to your statutory rights.

• Any free or promotional items received as part of your order or offer must also be returned if the qualifying purchase is returned. If a promotional item is not returned, its applicable value will be deducted from your refund or store credit.

• Original shipping charges are non-refundable.

• Return shipping costs are the responsibility of the customer.

• If your order qualified for free delivery, the original delivery cost will be deducted from your refund or store credit.

• If your order included a free or promotional item and the return reduces the order value below the qualifying promotional threshold, the promotional item must also be returned. If it is not returned, the value of the promotional item will be deducted from your refund or store credit.

• Once your return has been received and inspected, we will email you to confirm receipt and notify you whether your refund has been approved or rejected.

• If your refund is approved, it will be processed back to your original payment method within 10 working days.

Faulty Items

• Faulty items must be reported to us within 30 days of purchase. If you believe your item is faulty, please follow the returns process above.

• Faulty items will be inspected and tested by our team. Depending on the product, the item may need to be sent to the manufacturer or an authorised service centre for further investigation.

• Investigation times can vary, particularly where a manufacturer or third-party service centre is involved. For this reason, we are unable to guarantee a specific timeframe for fault investigations.

• If the item is confirmed to be faulty, an appropriate resolution will be provided, which may include a repair, replacement or refund. Where applicable, carriage costs will also be covered.

• If no fault is found, the item will be returned to the delivery address associated with the order. Return carriage and/or inspection charges may apply where appropriate.

Missing Items

• Missing items must be reported to us within 7 days of delivery. Please check your parcel and its contents carefully upon receipt.

• Claims reported after this period may affect our ability to investigate the matter with the courier or fulfilment team.

• To report a missing item, please email support@mycarcleaning.co.uk with your order number and details of the missing item(s).

Damaged Items & Leaks

• Although we take care to package all orders securely, items can occasionally be damaged or leak while in transit with third-party couriers.

• Damaged or leaking items must be reported to us within 7 days of delivery.

• Please do not discard the product, packaging or shipping box until you have contacted us and the matter has been resolved.

• Please take clear photographs of the damaged item, its packaging and the shipping box. These may be required as evidence for us to investigate the issue and submit a claim with the courier.

• To report a damaged or leaking item, please email support@mycarcleaning.co.uk with your order number and supporting photographs.

Warranties

• Where a product is supplied with a manufacturer's warranty, the warranty period and coverage will be subject to the individual manufacturer's terms and conditions.

• Warranty claims may require the product to be inspected, tested or sent to the manufacturer or an authorised service centre.

• We cannot guarantee a specific timeframe for warranty inspections or repairs where the process is being handled by a manufacturer or third-party service centre.

• Manufacturer warranties are provided in addition to, and do not affect, your statutory consumer rights.

• These conditions also apply to purchases made in-store.

Promotional Items

• Any free or promotional items supplied as part of an offer must also be returned if the qualifying purchase is returned and the remaining order value no longer meets the requirements of the promotion.

• If the promotional item is not returned, its applicable value will be deducted from your refund or store credit.

Incorrect Delivery Address

• Customers are responsible for ensuring that the delivery address entered at checkout is complete and accurate.

• If an incorrect address has been provided and the order has already been dispatched, additional courier charges may apply to redirect or redeliver the parcel.

• If the order is cancelled or returned to us as a result of an incorrect address, any applicable carriage costs incurred will be deducted from the refund.

Christmas Returns

• During the festive period, we extend our standard returns period. Items purchased between 1st December and 31st December can be returned up until 14th January.

Standard Returns

• If you are not satisfied with your purchase, you can request to return your item(s) within 14 days of receiving your order.

• Items must be returned in an unused, resalable condition and in their original packaging.

• Once your return has been received, it will be inspected by our team. If the item meets our return conditions, you will be eligible for a refund or exchange.

• If an item or its packaging is returned damaged, incomplete or in a condition that has reduced its resale value, an appropriate deduction may be made from your refund.

• Original delivery charges are non-refundable. If your order qualified for free delivery, the original cost of delivering your order will be deducted from your refund or store credit.

• Items that have been used, or are no longer in their original condition, may not be eligible for return. Where an item has been opened, any reduction in value resulting from handling beyond what is reasonably necessary to inspect the product may be deducted from the refund.

• If you request an exchange, you will be responsible for the applicable postage cost to send the replacement item to you.

• Approved refunds will be processed back to your original payment method within 10 working days.