Overview
Nettoyer Limited is committed to ensuring customer satisfaction with our property-related services and products. This Refund Policy outlines your rights regarding refunds for services and goods purchased through our website (https://www.nettoyer.co.uk/).
General Refund Guidelines
- Eligibility: Refunds are applicable only to consumers, not business customers, except in cases of faulty goods or services not performed to the required standard.
- Refund Methods: Refunds will be issued via the original payment method used during the purchase.
- Processing Time: Refunds will be processed as soon as possible and no later than 14 days from the date of your refund request approval.
Refunds for Services
- Changing Your Mind:
- Consumers: If you booked a service and have changed your mind, you must inform us within 14 days of the booking confirmation to be eligible for a refund. However, refunds are not available for services already completed.
- Business Customers: No refunds are available if you change your mind about a service booking.
- Cancellation by Us:
- If we cancel your service booking for any reason (e.g., due to unforeseen circumstances or inability to provide the service), you will receive a full refund for any payments made.
- Delays Beyond Our Control:
- If a service is delayed due to events beyond our control and the delay is substantial, you may request to end the contract and receive a refund for services not received.
Refunds for Goods
- Changing Your Mind:
- Consumers: You have the right to return goods within 14 days of receiving them if you change your mind. This includes the right to a full refund, including standard delivery costs. Returns are at your own cost unless we offered free returns at the time of purchase.
- Business Customers: Refunds are not available if you change your mind about the purchase of goods.
- Exceptions:
- You cannot return goods that have been unsealed and are not suitable for return due to health protection or hygiene reasons.
- Goods that have been inseparably mixed with other items after delivery are not eligible for a refund.
- Faulty Goods:
- If goods are faulty, you are entitled to a refund, repair, or replacement. You must notify us within a reasonable time of discovering the fault. Business customers must return the faulty goods to us at our cost.
- Condition of Returned Goods:
- Refunds may be reduced if the goods have been used or damaged. The goods must be returned in “as new” condition, with original packaging and accessories.
How to Request a Refund
- Contact Us:
- To initiate a refund request, contact our Customer Service Team at info@nettoyer.co.uk or visit our customer service page on the website.
- You may also fill out our online cancellation form available on our website.
- Returning Goods:
- Send the product back to us using an established delivery service and keep the receipt as proof of return. If we do not receive the goods, or they are not returned in a reasonable time, we may not process the refund.
- Refund for Delivery Costs:
- We only refund standard delivery costs. Additional costs for express delivery or delivery at a specific time will not be refunded.
Contact Information
If you have any questions about our Refund Policy, please contact us:
- Email: info@nettoyer.co.uk
- Address: Suite A, 4 – 6 Canfield Place, London NW6 3BT
We are committed to resolving any issues and ensuring your satisfaction with our services and products.
