Last updated: [I7/7/2024]

At CleanoraX, your satisfaction is our priority. We understand that sometimes things don’t go as planned — whether it’s a change of mind, a faulty item, or a delivery issue — and we’re here to help.

This Refund and Returns Policy outlines how we handle refunds, returns, and exchanges for purchases made through our website. We aim to be transparent, fair, and aligned with the protections provided under the Australian Consumer Law (ACL).

🔄 1. Change of Mind Returns

We understand that purchasing cleaning products or accessories online can sometimes lead to uncertainty. If you change your mind about a product you’ve purchased, you may be eligible for a return under the following conditions:

✅ Eligibility Criteria:

  • The return request is made within 30 days of receiving your item.
  • The product is unused, unopened, and in resalable condition.
  • All original packaging, tags, and accessories are intact.

❌ Not Eligible:

  • Items that have been used, damaged, or are not in original condition.
  • Opened kits or bundles where consumables have been used.
  • Clearance, final sale, or promotional items (unless faulty).

🚚 Return Process:

  1. Email us at admin@cleanorax.com.au with your order number and reason for return.
  2. Our team will review and provide you with a return authorisation and address.
  3. You are responsible for return shipping costs unless the item is faulty.
  4. Once received and inspected, your refund will be processed within 5–10 business days.

⚠️ 2. Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or not what you ordered, we’ll make it right — quickly and at no cost to you.

Common Issues Covered:

  • Product arrives broken or damaged during transit.
  • Items received are significantly different from those advertised.
  • Manufacturing defects (e.g., mop handle doesn’t lock, spray bottle leaks).
  • Missing parts from a bundle or kit.

What You Need to Do:

  • Contact us within 7 days of receiving the item.
  • Provide your order number and a clear photo or video of the issue.
  • Do not dispose of the item or packaging until we confirm the next steps.

Resolution Options:

Depending on the issue, we may offer:

  • A replacement at no extra charge
  • A refund to your original payment method
  • A store credit for future purchases

CleanoraX complies with the Australian Consumer Law, which guarantees your right to a remedy if a product is not of acceptable quality, fit for purpose, or as described.

🔁 3. Exchanges

We currently do not offer product exchanges where possible.

For assistance, please email admin@cleanorax.com.au with your order number and details of the new item you’d like.

📦 4. Return Shipping Details

Once your return or exchange is approved, we’ll provide a return shipping address. Unless the item is faulty or incorrect, return shipping costs are the customer’s responsibility.

We recommend using a trackable shipping service and retaining your receipt, as we can’t guarantee that we will receive your returned item.

💳 5. Refund Timelines

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5–7 business days, depending on your payment provider.

Refunds will be issued to the original payment method. If the payment method is no longer valid (e.g., closed credit card), we can issue store credit or request an alternate method in writing.

🚫 6. Items Not Eligible for Return

Please note, the following items are not eligible for return or refund unless faulty:

  • Used or opened cleaning products (e.g., cloths, sprays, sponges)
  • Personal care items (e.g., scrub gloves, reusable pads)
  • Special order items or bulk orders
  • Items returned outside the 14-day change-of-mind window
  • Items damaged due to misuse, neglect, or improper care

🇦🇺 7. Your Rights Under Australian Consumer Law (ACL)

Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if the product you purchased:

  • Has a major problem that would have stopped someone from buying it
  • Is unsafe or significantly different from the description
  • Doesn’t work as expected and cannot be fixed easily

This policy does not override your statutory rights under the ACL.

For more information, visit the Australian Competition & Consumer Commission (ACCC) website at www.accc.gov.au.

✉️ 8. Contact Us

If you have any questions or concerns about your order, return, or eligibility, don’t hesitate to contact us:

CleanoraX Support Team
📧 Email: admin@cleanorax.com.au
📍 Based in 4227/550 Christine Ave, Robina, Gold Coast, QLD, 4226.
🕐 Business Hours: Monday to Friday, 9AM – 5PM AEST

🙌 9. Tips for a Smooth Return

  • Keep your order confirmation email and packaging until you’re satisfied with your product.
  • Check product dimensions and descriptions before purchasing.
  • If your parcel is delayed or missing, contact us as soon as possible.
  • Always inspect your delivery on arrival and report issues promptly.

✅ Summary

We strive to make every CleanoraX purchase a positive experience. If something isn’t right, we’ll work with you to make it better — fairly, efficiently, and with respect for your time.

We value your trust and aim to be your go-to cleaning supplies supplier in Australia — one mop, kit, or brush at a time.

Shopping Cart
Scroll to Top