Shipping and Returns Policy

Last updated: 13 May 2026

This Shipping and Returns Policy explains how delivery, cancellations, returns and refunds are handled for orders placed through the ATEX Premier Cleaning website.

This policy applies to products purchased online by consumers in the United Kingdom and is designed to comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Contact Details

If you have any questions about your order, please contact us:

ATEX Premier Cleaning
Website: www.atexpremiercleaning.co.uk
Email: sales@atexpremiercleaning.co.uk
Telephone: 01604 263 152

Shipping Policy

2. Order Processing Times

Orders are processed Monday to Friday, excluding public holidays.

The following estimated fulfilment times apply:

• PPE products: up to 5 business days
• Nilfisk vacuum cleaners: 5 to 10 business days
• Kerstar vacuum cleaners: up to 15 business days
• Other stocked items: usually dispatched within 1 to 3 business days unless otherwise stated

Fulfilment times refer to the period required to prepare and dispatch your order and do not include courier transit time.

3. Delivery Times

Once dispatched, delivery times will depend on the courier and delivery service selected at checkout.

Any delivery dates provided are estimates only and are not guaranteed.

We are not responsible for delays caused by:

• Suppliers or manufacturers
• Courier companies
• Severe weather
• Customs or regulatory issues
• Events beyond our reasonable control

4. Delivery Charges

Delivery charges are displayed during checkout before payment is completed.

Any applicable surcharges for remote locations will be shown where relevant.

5. Split Shipments

Where your order contains products with different fulfilment times, we may:

• Dispatch products separately as they become available, or
• Hold the order and dispatch all items together.

We will choose the most appropriate method at our discretion.

6. Risk and Ownership

Ownership of goods passes to you when full payment has been received.

Risk in the goods passes to you upon delivery to the address provided in your order.

7. Failed Deliveries

If delivery cannot be completed because:

• An incorrect address was provided,
• No one is available to accept delivery,
• The parcel is not collected from the courier,

we reserve the right to charge any additional delivery or return costs incurred.

Returns and Refunds Policy

8. Your Right to Cancel (Distance Selling Regulations)

If you are a consumer, you have the legal right to cancel your order within 14 days of receiving the goods without giving any reason.

To exercise this right, you must notify us in writing by email or post before the 14-day cancellation period expires.

Once you notify us of cancellation, you must return the goods within 14 days.

We will refund:

• The price paid for the goods, and
• The standard outbound delivery charge.

We may deduct from your refund for any reduction in value caused by handling the goods more than necessary to establish their nature, characteristics and functioning.

9. Our Voluntary Returns Policy

In addition to your statutory rights, we offer a returns policy allowing most unused items to be returned within 28 days of receipt for a refund or exchange.

To qualify:

• Items must be unused and in a resaleable condition.
• Items must be returned with original packaging, accessories, manuals and labels.
• Proof of purchase is required.

This voluntary returns policy does not affect your statutory rights.

10. Non-Returnable Items

Unless faulty or not as described, we cannot accept returns of:

• Products made to order or customised to your specifications
• Sealed products that are not suitable for return for hygiene or health protection reasons if unsealed after delivery
• Items that have been used, damaged or altered by the customer
• Perishable goods
• Software or digital products where access has been provided

11. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

If goods are faulty, damaged or incorrect, please contact us as soon as possible.

Within 30 Days

If a fault is confirmed within 30 days of delivery, you are entitled to reject the goods and receive a full refund.

After 30 Days

We may offer a repair or replacement in the first instance.

If repair or replacement is unsuccessful, you may be entitled to a price reduction or refund.

12. Return Costs

If You Change Your Mind

You are responsible for return postage costs unless we state otherwise.

If the Item Is Faulty or Incorrect

We will reimburse reasonable return postage costs or arrange collection where appropriate.

13. How to Return an Item

To arrange a return, please email us at sales@atexpremiercleaning.co.uk with:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photographs if the item is faulty or damaged

We will provide return instructions.

Please package returned items securely. We recommend obtaining proof of postage.

14. Inspection and Refunds

All returned items are inspected upon receipt.

Once your return is approved, refunds will be issued to the original payment method.

Please allow up to 14 days from the date we receive the returned item for your refund to be processed.

15. Exchanges

If you would like a replacement or alternative product, please contact us.

Exchanges are subject to stock availability.

16. Promotional Discounts

If you return part of an order that benefited from a promotional discount, your refund may be adjusted to reflect the revised order value.

17. Manufacturer Warranties

Some products are supplied with a manufacturer’s warranty.

Any manufacturer warranty is in addition to your legal rights and does not replace them.

18. Business Customers

The cancellation rights described in Section 8 apply only to consumers.

Business-to-business purchases may be subject to different return terms.

19. Refund Method

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

20. Your Statutory Rights

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

21. Contact Us

For any questions regarding shipping, returns or refunds, please contact:

ATEX Premier Cleaning
Email: sales@atexpremiercleaning.co.uk
Telephone: 01604 263 152
Website: www.atexpremiercleaning.co.uk