Returns

We want you to be completely happy with your order from Cleanairshop. This page explains how cancellations, returns and faulty goods are handled. It is a summary of our full Terms and Conditions (sections 19.17 to 19.19), which take precedence if there is any difference.

Need help? Before sending anything back, please email us at shop@tca.group. All returns must be authorised in writing by us first.

Changing or cancelling an order

Once we’ve accepted your order, you can ask to cancel or change it before it’s dispatched. Any change or cancellation needs our written agreement.

If we’ve already incurred costs or commitments on your order, we may charge 20% of the net product price (minimum £25 per consignment). Where no cost has been incurred, we may waive this charge.

Returning goods you no longer need

If you’ve received standard goods that aren’t faulty or incorrect, you can ask to return them within 14 days of delivery.

Before you send anything back: please contact us for written authorisation. Goods sent back without authorisation won’t be accepted as a return.

To be accepted, items must be:

• Unused, unopened and undamaged
• Complete, in their original packaging and in a resaleable condition
• Returned with all manuals, accessories, labels and documentation

Packaging and delivery: you’re responsible for packing the goods securely and arranging insured return delivery. Goods remain your responsibility until they reach us.

Your refund: once we’ve inspected and approved the return, we’ll refund or credit you minus a restocking charge of 20% of the net product price (minimum £25 per consignment). Original delivery charges aren’t refundable unless the return is due to our error or a confirmed defect.

Items we can’t accept as voluntary returns

For hygiene, safety and quality reasons, the following can’t be returned unless they’re faulty or incorrectly supplied, even if unopened:

• Filters
• Sterile or sealed goods
• Personal protective equipment (PPE)
• Contamination-sensitive goods
• Any goods that can’t safely or commercially be resold

Made-to-order, bespoke, configured, calibrated or specially sourced products are also non-returnable unless we’ve agreed otherwise in writing.

Used equipment and decontamination

If equipment has been used, opened, or exposed to a laboratory, clinical, biological, chemical or other hazardous or contamination-risk environment, it can only be returned with:

• Our prior written approval, and
• A satisfactory, signed decontamination certificate

We may refuse, quarantine or safely dispose of any goods that are contaminated, unsafe, unlawfully shipped, poorly packaged or missing the required certification. You’ll be responsible for any reasonable costs caused by an unsafe or improperly documented return.

These restrictions don’t affect your rights if goods are confirmed to be faulty or incorrectly supplied.

Faulty or incorrect goods

If something arrives faulty or isn’t what you ordered, please contact us first at shop@tca.group rather than the manufacturer. We’ll assess your claim and, where appropriate, manage the manufacturer’s warranty process or arrange a repair, replacement or refund.

What we’ll need from you:

• Reasonable evidence of the fault, such as photos, a description or error details
• The opportunity for us or the manufacturer to examine the goods

If continuing to use a faulty item could be unsafe or cause further damage, please stop using it once you’ve reported the problem.

How we’ll put it right: depending on the manufacturer’s process, a confirmed defect will be resolved by repair, replacement or a refund of the price of the affected goods.

Return costs: where a defect or supply error is confirmed, we’ll cover reasonable return and inspection costs. If inspection finds no fault, or the issue was caused by misuse, damage or something else outside our responsibility, these costs will be payable by you.

Warranty cover

Products are covered for the manufacturer’s stated warranty period. Consumables and disposable items are warranted to be as described on delivery, within their stated shelf life, and under any specific manufacturer warranty.

Warranties don’t cover failures caused by:

• Fair wear and tear
• Accidental or wilful damage, negligence or misuse
• Abnormal operating conditions or improper storage
• Incorrect installation or not following the instructions
• Unauthorised alterations or repairs
• Use with incompatible equipment or services

Contact us

For returns authorisation, fault reports or any questions, email shop@tca.group.