Delivery

Payment Methods

You can pay for your order via two methods:

  1. Credit or debit card (Mastercard, Visa, Switch, Solo, etc.)
  2. PayPal account (please be aware that due to the integration with PayPal, the delivery and billing on the invoice will use the address associated with your PayPal account. In order to have this amended then this will have to be updated on your end or alternatively you can call us to have the address amended once the order has been placed.

Delivery

Other than the large/weighty machines and specialist items in our range, we normally stock all the products listed on this site and dispatch them direct from our own warehouse. The customer however accepts that not all items are in stock at all times, and in this case delivery may take longer than would otherwise be the case. Should you require an order that needs a guaranteed delivery date, please contact us to perform a stock check on your items by sending us an email to [email protected] or giving us a call on 03300 537662.

We aim to deliver all orders complete within 3 working days. All orders are confirmed during business hours. Anyone requiring an urgent delivery is advised to ring 03300 537662 to confirm stock availability.

Our usual delivery schedule is Monday to Friday between 8am and 5pm. We do cater for delivery times before 12pm, but this is at an extra cost. Specific delivery days, including Saturdays, and alternative delivery addresses can be accommodated but these are also subject to additional carriage charges and are subject to our own security checks. Please feel free to contact us for further clarification of our delivery policy.

Returns

We encourage customers to contact us within roughly 3 working days upon receiving the goods should there be any errors, damages or concerns so we can resolve the situation as efficiently and as quickly as possible. Any goods ordered by the buyer subsequently returned to Citrus Cleaning Supplies for any reason other than faulty manufacture, will be subject to a restocking charge equal to 20% of the invoice value of the full order. Please note that we reserve the right to send goods back to you that have been returned to us after 30 days unless they are faulty. 

For more information on returning items to us, please click here and look under heading "Returns Made Simple".

Customer Service

At Citrus Cleaning Supplies, we believe in giving you 110% customer service for any questions or queries you may have. Feel free to give us a call or send us an email and one of our friendly staff members will be more than happy to help. We aim to respond to emails within 1 hour of receiving them to give us plenty of time to check your query and contact the necessary people.

Our Range of Products

We have a full comprehensive range of products to suit all of your cleaning needs from buckets and mops to vacuum cleaners and carpet cleaning machines. We are consistently updating our range by adding new and alternative products for you to browse but if you are after something not listed on our website, please contact us and we will see if it is something we can source for you. All of our products are listed at heavily discounted prices so if you have seen a cheaper price elsewhere, we will try our best to price match it but we cannot guarantee that we can match all prices.

Warranties and Guarantees

Price Matching:

All of our products are listed at heavily discounted prices but if you have seen a cheaper price elsewhere, we will try our best to price match it. We cannot guarantee that we can match all prices which will depend on our buying price. Please feel free to give us a call to check any prices you want price matched.

12 Month Return-to-Base Warranty:

All of the machines we supply are sold with a comprehensive, 12 month Return-To-Base Warranty which starts on the date that you sign for the item upon receipt of the goods. If a fault occurs with the machine within this time, then please contact us on 03300 537662 or email us through your enquiry at [email protected]. We will help to try and diagnose the problem over the phone initially but if this cannot be done then further arrangements will need to be made.

Please note that we are a mail order company and only have limited facilities to bring back/collect items. The customer is responsible for all carriage charges on this warranty and any damages in transit incurred by the machine. If required the company can arrange for the faulty machine to be collected but the collection costs must be paid for in advance of collection. If the problem turns out not to be related to a machine failure (i.e. an operator misuse issue or operator damage) then the cost of repair is payable before the machine will be returned. There may also be further charges for any parts needed to fix the machine as well as labour charge per hour.

Returns Made Simple

If you are not completely satisfied with any part of your purchase you can return it to us using our preferred returns service Collect +. You can find your nearest Collect + business and how to use the service here.

  • If you have received the wrong items or they are faulty, we will replace the items free of charge or refund your payment in full.
  • If you wish to return your items to us for any other reason then we will refund any payment less our restocking fee and the cost of carriage which is charged at £5.25 per parcel.

Click here to process a return.

Our returns policy lasts for 30 days. If 30 days have elapsed since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Any customised items of clothing.
  • Personal care items.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that was delivered more than 30 days ago.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again.

Contact your credit card company, it may take some time before your refund is officially posted and visible on your credit card statement.

Contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at [email protected] for further assistance.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Weekend Deliveries

Saturday deliveries are charged at a premium rate, please call to either find out further info or to arrange a weekend delivery. We are unable to offer Sunday deliveries however.

Free delivery option is not applied to weekend deliveries.

For rates and surcharges to non UK Mainland Addresses please contact us on - 03300 537662 or send us an email to [email protected]

We may send very small orders by Royal Mail Delivery. Our standard carriage charge will cover handling, administration and processing of low value orders.

Product Stock Lead Times

We strongly suggest that you contact us for estimated delivery times of each product, as we cannot guarantee stock on every product that we sell on the website.

Our warehouse facilities are limited in space so it's impossible to keep stock of every item. If you have any questions about delivery times for any product please do not hesitate to speak to one of us to provide you with a clearer understanding of how long the product will take to reach you. Please send your enquiry to our email address [email protected]

If any product is unavailable from us or our supplier we try our best to indicate this on the affected products or contact you via email of phone call to advise of any ETA's.

Delivery Requirements 

For areas outside of our local vicinity, we use a courier company to dispatch orders. We will endeavour to make sure any special delivery instructions or requests added to your order are passed onto our courier company. However we CANNOT guarantee that the courier company will action these instructions once the goods have left our warehouse.

We ask that you please provide a delivery address where someone will be available to receive the parcel as the courier usually requires a signature to release the package.

When processing deliveries we always add the customer's email address, which enables the courier company to contact the customer directly with delivery arrival updates, and allows the customer to change, if needed, specific details of the delivery including; change of delivery date, change of address or even allow goods to be left with a neighbour. This in turn allows the customer to dictate how the delivery process should go, but in case of unexpected problems we will help the customer out as much as we can. If unexpected problems do arise please contact our team via the contact page or email at [email protected] 

Delivery Times

Generally, any orders in stock will be dispatched within 1 to 2 working days using a next day service from our courier. Some products however are not stored in our warehouse and need to be ordered in specially once an order has been processed. This can vary from 2 - 3 working days or even a couple of working weeks if the item is built to order.

If you have specific delivery requirements please contact us before placing your order at [email protected] and we will verify lead times with our suppliers. We will always endeavour to keep to the above delivery times but once the goods have been shipped they may be subject to unforeseen delays beyond our control.

Longer Distance and Non-Mainland UK Charges

The Republic of Ireland, Northern Ireland, Scottish Islands, Highlands and other remote areas will incur additional delivery chargest. Please be aware that depending on the total weight and type of item being ordered, we may have to obtain a quotation from our courier company so the delivery charge shown in checkout may be higher in price. Because of this we recommend contacting us by email with the items you are after and the address of where the goods are being delivered to so we can give you a more accurate quote.

International Delivery Charges

International deliveries cannot be accepted through the website, due to the variable costs of weight.

Got any other questions, please let us know