Refund policy

Refunds

When you return an item, your refund amount and refund method may vary. Check the payment method refunded and the status of your refund in Your Orders.

How Long Does A Refund Take? 

After the carrier receives your item, it can take up to 2-3 Days to process your return . When we complete processing your return, we will issue a refund to the selected payment method which can take 2-3 days to appear in your account.

Refund Times 

Paypal - Instant.

Credit & Debit Card 2-3 Working Days.

Can I return an unwanted item?

If you are a private consumer Yes – If you are a consumer and less than 30 days have passed from when the item was received and the item you ordered was not “built to order” and is unused we are happy to take it back and give you a full refund.

To arrange the return of an item please complete the following process:

• Phone or email our sales team to advise them that you wish to return an item.
• Ensure your item is well packed and in suitable (ideally the original) packaging with all of its accessories.
• Place your returns number as advised by the sales team on the outside of the package.
• Arrange the return of the item to ourselves. This can be completed in one of two ways, you can send the item back by your own courier (at your cost & risk) to: Returns, Avern Cleaning Supplies, Unit E6/7 Blackpole Trading Estate East , Blackpole Road , Worcester , WR3 8SG United Kingdom. Alternatively we can arrange for the item to be collected by our couriers at a charge of £16.00 + VAT (570 or below),(900+) machines may have an increased fee, this will be deducted from your refund. Our sales team will discuss the options with you when you advise us of your wish to return an item.

If the item you ordered was built to order then we will be unable to accept it back into stock as it will have been made especially for yourself.

If you would like to return a H Class machine & it has not been used We will be happy to accept the machine back which can includes collection costs to return.

If a H Class Vacuum has been USED we cannot accept this back for a refund, due to health & safety.

If You would like to return a Pallet item this will cost an additional £60ex Vat +

If a machine is purchased without advice from our sales department & the problem is static the machine is NOT returnable.

If you are a commercial user - As long as the machine has not been USED we may allow a return, however, a minimum restocking fee will apply of 20% + Delivery and Return carriage costs please contact us for further details.