Delivery and returns

Delivery fees 

Delivery fees are additional to the quoted price and depend on the method of delivery, ass well the quantity or weight of the goods. 

Delivery fees in the UK:

  • Royal Mail: £10.00. For medium-sized parcels up to 4 lbs.

Delivery time

Delivery times depend on the chosen method and are provided at the time of ordering.

Expected delivery terms:

  • Royal Mail: 5-10 working days.

Postal delivery terms might be longer during the high season, from 24/11 to 31/12.

Delivery delays can occur due to missing or incorrect contact information, such as phone number or address. Please check before ordering.

Extra possible costs

As our warehouses are located in several EU countries, delivery is made according to the HMRC scheme for ecommerce. Our company is registered with HMRC for VAT under SPRN 430013955. Therefore:

  • If the price of goods is lower than £135, no extra fees will be applied.
  • If your order exceeds £135, you will be liable to pay VAT, customs duties, and the cost of customs clearance to the delivery company.
  • If you are buying for the company, all the prices will be without VAT and you you will be liable to pay VAT, customs duties, and the cost of customs clearance to the delivery company.

Non collection of the parcel

In case of non-collection, the parcel will be returned to the CleanFilter warehouse. Shipping fees for the additional resending are applied. 

Acceptance of goods

The moment of acceptance of the goods is when they are received from the courier or when they are collected from the parcel pickup points. Please note the condition of the packaging when collecting the parcel. In very rare cases it may be damaged. 

 

It is recommended to open such packaging in the presence of the courier and to make sure that the goods are not damaged. In the case of a pickup point: leave it in the locker.

 

From the moment of acceptance of the goods, the risk of damage shall pass to the Customer.

 

If the goods are damaged in transit, please contact CleanFilter at the latest within 5 working days of receipt of the goods. Claims made thereafter shall not be subject to an investigation.

 

We are always ready to help!

Return within 30 days

The customer may return the unused product within 30 days from the date of delivery of the order, without giving a reason for the return.

 

The return of the product must be paid by the customer. Return costs include all customs duties covered by the customer or CleanFilter during the return process (customs apply the return declaration fee (18€), which will be deducted from the final order refund) . After the parcel reaches the CleanFilter warehouses in the EU, only the price of the item will be refunded.

 

The refund is made to the Customer's account within 5 working days after the return of the item to CleanFilter's warehouse. However, the cost of the goods may not be refunded or the refund amount may be reduced if:

  • The product is used or shabby.
  • The item is damaged: wrinkled, torn, etc.
  • Otherwise damaged beyond its intended use. 

Please note: This method of return does not apply to goods that are made to a customer's special order.

To make a return, please contact us for return information.

Returning goods for non-conformity

CleanFilter always keeps a close eye on the production and packaging processes to make sure that quality goods reach you. However, in exceptional cases, if you have received:

  • Damaged goods.
  • Goods with characteristics or dimensions that do not correspond to the description.
  • Less than the quantity you ordered.

Please contact CleanFilter and we will resolve the situation.

In this case you can choose from several options:

  • Full reimbursement (cost of the item and shipping cost to the Customer).
  • Replacement of the product.
  • Partial price reduction.

CleanFilter will only reimburse the amount you have paid. Refunds do not apply to additional costs such as, but not limited to:

  • Reshipment of the Product to another address.
  • Filter replacement services.
  • Period of inactivity.
  • Purchase of a more expensive replacement product.

 

Claims for discrepancies shall be accepted within 5 days from the date of receipt of the goods.

Claims for undelivered orders

To help us resolve delivery issues effectively, customers are requested to notify us of any undelivered orders within 3 months from the date of dispatch.

We may not be able to investigate or provide a resolution if a claim is submitted after this period, as courier tracking information and delivery records are no longer available.

This does not affect your statutory rights.

Please contact CleanFilter with any questions, we will always find a solution that works for you!