Whilst we strive to ensure that all our cleaning products are of good quality and arrive with you safely, you may need to speak to us about a return or a replacement. Please see the below guide and contact our Customer Services Department for assistance.

Customer Service Team: 0333 121 0201

Unexpected, Damaged or Missing Items

Any goods received in error, damaged upon receipt or missing from your order, please contact our Customers Service team for assistance. Any shortages or damages must be reported within 48 hours of receipt, after this time it will be at the company’s discretion. If you are missing an item, please check your delivery note in case it is still to follow as we may have been out of stock at point of order of your product.

Faulty Goods

If your product is found to be faulty, please contact us for further instruction. We may need to arrange collection of the item and return it to the manufacturer for further investigation.

Return of Physical Goods

TWS Contracts Ltd are only able to accept returns that fall within 30 days of delivery, so please check your documentation carefully.

Step 1: Phone or Email Us for a Unique Returns Number

All cleaning equipment being returned to us must be booked in with our Customer Service team and a unique returns number obtained. TWS Contracts Ltd reserve the right to refuse or dispose of any returned items which come back to any of our depots without prior notification or a relevant returns number.

Step 2: Goods & Packaging

We are only able to accept goods back that are sealed, unused and in the original packaging. Please ensure these are wrapped up and boxed carefully to ensure we received them in a resaleable condition.

Step 3: Collection

Collection requests that are within our van coverage will be collected by our own transport, free of charge. Collection requests that fall outside this zone, where goods were ordered incorrectly, you will need to arrange returns through your own means, we can however arrange collection through a third party courier but this would incur a standard collection fee of £15.00 (ex vat).

The address to send Returned Items to:

Returns Dept. TWS Contracts Ltd
99 Mytchett Road
Surrey
GU16 6ES

Step 4: Refund

Upon safe receipt and inspection of the goods returned to us, the returns documentation will be signed and approved by our Returns Team and then passed to the Accounts Department to authorise a credit/Refund. Any deductions for the courier collection services will be taken into account at this point. Your refund will be made to you within 14 working days of us receiving the goods, in line with consumer contract regulations.