Refund and Returns Policy
At I-SHINE CLEANERS LTD, we are committed to ensuring customer satisfaction with every purchase. We understand that sometimes products may not meet your expectations or may arrive damaged. This Refund and Returns Policy outlines your rights and our procedures for returning products, obtaining refunds, and exchanging items. Please read this policy carefully to understand how we handle returns and refunds.
1. Returns Eligibility
You may return most new, unopened items within 14 calendar days from the date you received them for a full refund. To be eligible for a return, products must be in the original packaging, unused, and in the same condition as when you received them. We reserve the right to refuse returns that do not meet these criteria.
Unfortunately, some types of products are exempt from being returned, including customized or personalized orders, perishable goods, and items marked as non-returnable in the product description.
2. Initiating a Return
To initiate a return, please contact our Customer Support team within 14 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for return. Our team will guide you through the return process and provide you with the necessary instructions and return shipping address.
Please do not send your purchase back to the manufacturer without first contacting us.
3. Return Shipping Costs
Customers are generally responsible for paying the return shipping costs unless the return is due to an error on our part, such as sending the wrong item or a defective product. We recommend using a trackable shipping service for returns to ensure delivery and avoid loss during transit.
4. Refund Process
Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days, and a credit will automatically be applied to your original method of payment.
Please note that it may take additional time for your bank or credit card company to post the refund to your account.
5. Exchanges
If you received a defective, damaged, or incorrect item, please contact us immediately. We will arrange for a replacement at no additional cost or offer a full refund if a replacement is unavailable. Exchanges for reasons other than defects or errors will be treated as returns and refunds according to the above policies.
6. Damaged or Faulty Goods
If your item arrives damaged or faulty, you must notify us within 48 hours of receipt. Please provide photos of the damage or defect along with your order details. We will investigate the issue and work to resolve it promptly by sending a replacement or issuing a refund.
7. Non-Returnable Items
- Customized or personalized products
- Used or damaged items caused by customer misuse
- Items marked as final sale or non-returnable
- Perishable goods
8. Cancellation Policy
If you wish to cancel an order, please contact us as soon as possible. If the order has not yet been processed or shipped, we will cancel it and provide a full refund. Once the order has been dispatched, you will need to follow the return process outlined above.
9. International Returns
For customers outside of Poland, return shipping costs and procedures may vary. Please contact us before initiating an international return to receive detailed instructions and information regarding any additional fees or customs regulations.
10. Contact Information
If you have any questions about our Refund and Returns Policy or need assistance with a return, please contact our customer service team:
- Phone: +44 208 460 5195
- Email: [email protected]
- Address: 19 Ullswater Close, Bromley, United Kingdom, BR1 4JF
We appreciate your business and strive to provide you with the best service possible. Your satisfaction is important to us, and we will do our best to address any issues promptly and fairly.