Refund policy
Returns
We want you to be confident when ordering from Hillbrush Hygiene. If you are not completely satisfied with your purchase, standard stock items can be returned within 30 days of delivery, provided they are unused, undamaged and in their original condition and packaging.
To arrange a return, please contact our team at sales@hillbrush-hygiene.com with your order number, the product you wish to return and the reason for the return.
Unless the product is faulty, damaged or supplied incorrectly, the customer is responsible for the cost of returning the item to us.
We are unable to accept returns for:
- Bespoke, customised or made-to-order products, including custom shadow boards, unless faulty
- Products that have been used, washed or placed into service within a production or cleaning environment
- Products that are damaged or incomplete after delivery
- Items that cannot be resold due to their condition or packaging
- Gift cards, where applicable
This does not affect your statutory rights.
Refunds
Once your return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will be made to the original payment method, normally within 5–7 working days of the return being processed.
Original delivery charges are non-refundable unless the product was faulty, damaged on arrival or supplied incorrectly.
Please allow additional time for your bank or payment provider to process the refund.
Exchanges
If you require a different size, colour or product, we recommend placing a new order for the required item and returning the unwanted product in accordance with our returns policy.
This helps us get the replacement equipment to you as quickly as possible.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If a product is damaged, defective or you have received an incorrect item, please contact us at sales@hillbrush-hygiene.com as soon as possible, ideally within 7 days of delivery.
Please include your order number and, where possible, photographs showing the issue. Our team will review the problem and arrange an appropriate replacement, refund or other resolution.
Bespoke and Custom Products
Products manufactured or configured specifically to your requirements cannot normally be returned or cancelled once production has begun.
This includes bespoke shadow boards, customised products and specially manufactured items.
If a bespoke product arrives damaged, faulty or does not match the agreed specification, please contact us and we will work with you to resolve the issue.
Returning Your Order
Please contact us before sending any products back so that we can provide the correct returns information and ensure your return can be identified when it arrives.
Products returned without the relevant order details may take longer to process.