Refund policy

Return and Refund Policy

Last Updated: October 8th 2026

At Janitorial Warehouse Ltd, customer satisfaction is important to us. This Return and Refund Policy explains your rights and how cancellations, returns and refunds are handled.

1. Returning Items

Consumer customers who purchase goods online generally have the right to cancel eligible orders within 14 days of receiving their goods, without giving a reason. Once you have notified us that you wish to cancel, the goods must normally be returned within a further 14 days.

You may examine the goods as you reasonably would in a shop. If the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.

Where possible, items should be returned in their original packaging and you should provide your order number or other proof of purchase.

Different terms may apply to purchases made wholly for business purposes. Nothing in this policy limits your statutory rights in relation to faulty, damaged, mis described or otherwise non-conforming goods.

2. Non-Returnable Items

Certain items may be excluded from the statutory right to cancel where permitted by law. These may include:

  • Goods made to your specifications or clearly personalised

  • Sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken

  • Goods which are liable to deteriorate or expire rapidly

  • Goods which, after delivery, have been inseparably mixed with other items

This does not affect your rights where goods are faulty, damaged, mis described or otherwise not in conformity with the contract.

3. Faulty, Damaged, or Incorrect Goods

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Photographs where possible

Depending on the circumstances and your statutory rights, the appropriate remedy may include:

  • A repair

  • A replacement

  • An exchange

  • A full or partial refund

Nothing in this policy affects your statutory rights under UK consumer law.

4. How to Request a Return

To notify us of a cancellation or arrange a return, please email sales@janitorialwarehouse.co.uk before sending the goods back.

  • Your full name

  • Order number

  • Details of the item(s)

  • Reason for return, where applicable

Returns should be packaged securely to avoid damage during transit.

5. Return Shipping Costs

For consumer change-of-mind cancellations, you are responsible for the direct cost of returning the goods, unless we have agreed otherwise. Where goods are faulty, damaged or supplied incorrectly, we will cover reasonable return costs where required by law.

We recommend using a tracked delivery service and retaining proof of postage when returning goods.

6. Refunds

Once returned items have been received and inspected, approved refunds will be processed to the original payment method.

Approved refunds are normally processed within 5 business days and, where required by law, no later than 14 days after we receive the returned goods or evidence that they have been returned, whichever is earlier.

Where statutory cancellation rights apply, we will refund the original standard delivery charge paid for the order. If you chose a more expensive delivery service, we are only required to refund an amount equal to the least expensive standard delivery option offered.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

7. Exchanges

Where appropriate and subject to stock availability, we may agree to exchange an item.
For faulty, damaged, misdescribed or incorrectly supplied goods, any exchange offered does not affect your statutory rights or any other remedy available under UK consumer law.

If an exchange is not available, we will discuss the appropriate alternative remedy with you.

8. Order Cancellations

Consumer customers who purchase eligible goods online generally have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

To exercise this right:

  • You must notify us within the cancellation period.

  • Unless we have agreed to collect the goods, you must return them without undue delay and no later than 14 days after notifying us of your cancellation.

Certain statutory exceptions to the right to cancel apply. These are explained in Section 2 – Non-Returnable Items.

We do not charge a restocking fee for exercising your statutory cancellation rights. Refunds will be processed in accordance with Section 6 of this policy.

9. Contact Us & Business Identity

For returns, refunds or customer support, please contact:

Janitorial Warehouse Ltd
Company Reg No: 08933547 (Registered in England & Wales)
VAT Number: 189 8509 40

Business Address:
Unit 6, Urban Hive
Luton Enterprise Park
Sundon Park Road
Luton
Bedfordshire
LU3 3GU
United Kingdom

Email: sales@janitorialwarehouse.co.uk
Phone: 01582 563616