Last updated September 17, 2020

We take pride in the quality of our products, and this policy is to ensure that all products supplied are delivered in perfect condition. If for any reason any product arrives damaged, please return it with your proof of purchase within 7 days and we will arrange for an exchange or refund. We are unable to offer refunds on items that have been personalised. This policy does not affect your statutory rights.

Help us process your return quickly and efficiently!
To avoid delay, please review this document carefully
Returns can ONLY be processed if the following steps are STRICTLY followed
Review this checklist before calling for Return Authorisation Number

Damages & Returns

Please check your parcels carefully upon receipt. If the outer packaging is damaged and you suspect the contents may be damaged, mark the delivery note ‘Damaged’ and reject the goods. Please notify us immediately, and we can discuss the best method to resolve the issue. This is very important as signed acceptance of delivery indicates the point at which ownership of the product transfers from the supplier to the customer.


All returned packages will be thoroughly inspected and a determination will be made about eligibility for credit, replacement, exchange or repair. Please be sure to follow these guidelines to avoid any delay in the processing your return. Returns processing may take up to 5 working days from the date your return is received.

Non-defective returns

Returns of non-defective items may, at the discretion of Hygiene-Solutions.Shop, be accepted for return. Non-defective returns may be subject to a 25% restocking fee. Please call us on +44 (0) 191 286 6868  if you have questions about which products are returnable, which products may be subject to a restocking fee or for an explanation of circumstances under which a restocking fee may be charged.

Step 1: Check your return

All products being returned must be 100% complete and must be packaged in original packaging. All packing materials, manuals, blank warranty cards and other accessories and documentation must be included in the original packaging, as provided by the manufacturer. A return will not be processed, or a restocking fee may be charged in the event any item(s) included in the original shipment to you is not present in the returned package. Items sent for return consideration will be immediately denied and return policy will not be valid in the event that a return shipment is received by us improperly packaged, altered or physically damaged.
Any discrepancies including, but not limited to, the following list will result in the package being returned to the customer and credit or replacement will not be issued.

The following criteria will be followed in assessing returns and credit:
Products which are improperly packaged
Incomplete products (unless returned for repair – please check with Customer Service)
Products with invalid serial numbers (Hygiene-Solutions.Shop maintains serial number tracking)
DAMAGES: Cracked components, dents, scratches, defacement, fair wear and tear or wilful damage

Step 2: Call for a Return Authorisation Number (RAN)

Returns will not be accepted at our warehouse without a valid Return Authorisation Number (RAN). RAN’s will expire after 14 days. Any return we receive without an RAN will be documented and returned to you.

Step 3: Ship and insure your return

We strongly recommend that you fully insure the package you are returning. This is for your protection, in the event the package is lost or damaged in transit. We suggest that you use a “traceable carrier” that can provide you with “proof of delivery.” Hygiene-Solutions.Shop will not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by you, the customer, and are non-refundable. At our discretion Hygiene-Solutions.Shop may reimburse shipping charges related to the exchange of defective products. If you have any questions about shipping reimbursement for defective exchanges, please ask the representative issuing your return authorisation for clarification.191