Return and Refund Policy

At Adelaide Hills Cleaning Supplies, we are dedicated to customer satisfaction and wish to offer you a seamless buying experience. We do ask you to choose your products carefully, as we do not accept a refund or exchange for change of mind, although if this does occur, please reach out as extenuating circumstances may apply. We strive to deliver flawless, premium products and service, if you are not satisfied with your purchase, please contact us.

Return/Refund Eligibility

Damaged or Faulty Goods

All our customers are protected under the applicable consumer laws: the Australian Consumer Law (ACL) in Australia or the Consumer Guarantees Act 1993 (CGA) in New Zealand, in the event of faulty goods. If a product is deemed defective, you are entitled to a repair, replacement, or refund, as outlined by the applicable regulations. This protection applies for up to two years from the date of purchase pending product purchased.
Reach out to us within 14 days of encountering a problem. The team will inspect the product and process a refund if the request is valid.
We retain the right to reject any return request if it does not meet our return and refund criteria.

Change of Mind

We don’t accept “Change of Mind” returns. We provide accurate product descriptions and detailed information to help you make informed purchase decisions, if you are unsure of anything at the time of purchase, please don't hesitate to reach out to us so a member of the team can help to facilitate any concerns you may have before purchasing. However, once a product has been purchased, returns or refunds cannot be processed solely because you have changed your mind, made an incorrect purchase, or found a lower price elsewhere.

If you have questions about a product before purchasing, our team will assist you to ensure it meets your needs.

Normal Wear and Tear/Damage Caused by Neglect

All products are subject to normal wear and tear and are not covered under our return or warranty policies. Additionally, damage resulting from neglect, misuse, or improper care are not eligible for replacement, or refund.

FAQs

How are refunds processed?

Once your return is approved following an inspection, the payment will be processed within 7 days using the original payment method.

Do customers need to pay for return shipping?

Customers can either return approved refunds to Adelaide Hills Cleaning Supplies (Totness, SA) or have the product shipped at their own cost. Shipping costs are not included in our returns policy.

Do you offer exchanges instead of refunds?

In circumstances where a product has been returned within 14 days of purchase in its original condition and packaging, a product may be exchanged for either an alternative equivalent or an upgrade.

Are there any products that cannot be returned?

Any opened or used products or consumables will not be replaced unless assessed as faulty. Make sure to connect with us within 14 days of encountering the fault.