NII Clean Products – Returns, Refunds & Warranty Policy

At NII Clean Products, we want all customers to be satisfied with the equipment they purchase from us. Due to the commercial and mechanical nature of many of our products, the following returns and warranty procedure applies.

1. Change-of-Mind Returns

For consumer purchases made online or by telephone, customers have statutory cancellation rights where applicable. These rights are not affected by this policy.

Where a customer requests a return outside their statutory cancellation period (14 days), NII Clean Products may, at its discretion, agree to accept the product back provided that:

• Prior return authorisation has been obtained from NII Clean Products.

• The product is returned in a new, complete and resalable condition.

• All original accessories, hoses, fittings, manuals and other supplied components are included.

• The customer arranges and pays for return carriage to NII Clean Products.

• The customer remains responsible for the product until it has been safely received by us.

• An agreed restocking/handling charge of up to 10% may be deducted from the refund for voluntary returns accepted outside the customer's statutory rights.

• Any damage, missing components, excessive use or reduction in value may result in a further reasonable deduction or the return being refused where legally permitted.

Any voluntary return must be approved by NII Clean Products before the equipment is shipped back.

2. Faults & Warranty Claims

A minor or easily rectifiable fault does not automatically mean that the complete machine needs to be transported back to NII Clean Products.

Where a customer reports a fault, they must contact us first and provide reasonable information to allow our technical team to diagnose the issue. This may include photographs, videos, serial numbers and a description of the fault.

Where appropriate, NII Clean Products may:

• Provide technical assistance by telephone, video or email.

• Provide instructions for a straightforward adjustment or repair that can safely be carried out by the customer.

• Supply a replacement fitting, seal, hose, component or other part.

• Arrange or authorise a local repair where appropriate.

• Request that the equipment is returned to us for inspection or repair where this is reasonably necessary.

Customers should not arrange the return of machinery without prior authorisation from NII Clean Products.

Where a fault can be safely and reasonably rectified without returning the complete machine, we will normally attempt this solution first, provided this does not affect the customer's statutory rights.

3. Unauthorised Returns

Equipment returned to NII Clean Products without prior authorisation may be refused.

Where a customer independently arranges return transport without first allowing NII Clean Products a reasonable opportunity to diagnose the issue or provide an appropriate remedy, NII Clean Products will not automatically be responsible for those transport costs, except where we are legally required to bear them.

4. Return Inspection

All returned machinery and equipment will be inspected before any refund is processed.

We reserve the right, where legally permitted, to make an appropriate deduction where equipment has:

• Been damaged after delivery.

• Been excessively used beyond what was reasonably necessary to inspect it.

• Been incorrectly operated or maintained.

• Been modified or dismantled without authorisation.

• Had parts or accessories removed.

• Been contaminated with chemicals, fuel or other substances.

• Been returned incomplete.

Any deductions will be assessed reasonably based on the condition and reduction in value of the equipment.

5. Commercial / Business Customers

Purchases made wholly or mainly for business purposes are not covered by consumer cancellation rights in the same way as purchases made by individual consumers.

For business-to-business purchases, returns of correctly supplied and non-defective equipment are accepted only at the discretion of NII Clean Products.

Where such a return is accepted:

• Return transport is the responsibility and cost of the customer.

• A 10% restocking and handling charge will normally apply.

• Equipment must be complete and in a clean and resalable condition.

• Additional deductions may be made for missing components, damage, use, cleaning, testing or refurbishment required.

• Special-order, customised, manufactured-to-order or modified products will not be returnable.

6. Return Transport

Customers must contact NII Clean Products before returning any machinery.

For voluntary/change-of-mind returns accepted by us, the customer is responsible for arranging and paying return carriage unless otherwise agreed.

Where goods are confirmed to be faulty and the customer has a statutory right to a repair, replacement, refund or other remedy, NII Clean Products will meet its obligations regarding reasonable and necessary return costs in accordance with applicable law.

7. Statutory Rights

Nothing within this policy is intended to exclude, restrict or reduce any rights that a consumer has under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer legislation.

NII Clean Products reserves the right to inspect and diagnose reported faults and, where appropriate and lawful, offer a reasonable repair or replacement solution before accepting a voluntary return of equipment.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (Such as Chemicals), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on clearance items, return sales, used sales, ex displays, or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@niicleanproducts.com.