Refund policy

REFUND AND RETURNS POLICY

Your Legal Rights

When you purchase goods from us, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These include the right to a refund, replacement, repair and/or compensation where goods are faulty or not as described.

Nothing in this policy affects your statutory rights as a consumer.

14-Day Cancellation Period

For online purchases, you have 14 calendar days from the date you receive your item to notify us that you wish to cancel your order, for any reason and without needing to provide justification. This is your statutory cooling-off period under UK distance selling regulations.

Important: You must notify us of your intention to cancel within 14 days of receiving your item, and then return the item to us within a further 14 days.

Conditions for Returns

To be eligible for a return and refund, the following conditions must be met:

For the Hizero Machine:

  • May be opened, unpacked and used for testing purposes
  • Must be returned in the same condition as received, with no damage beyond normal testing wear
  • Must be free from scratches, paint marks, scuffs, stains, or any damage caused by misuse, negligence or improper handling
  • Must not have been handled beyond what would be necessary to establish its nature, characteristics and function (equivalent to what would reasonably be allowed in a shop)
  • Must be returned clean and in a hygienic condition
  • Must be returned in its original packaging

For Accessories and Cleaning Solutions:

  • Must remain completely unopened in their original sealed packaging
  • Any accessories or solutions with broken seals, opened packaging, or any signs of use are non-returnable and non-refundable
  • The cost of any opened cleaning solutions will be deducted from your refund

General Requirements:

  • Receipt or proof of purchase must be provided
  • All original packaging, accessories, and documentation must be included
  • Returns must be received by us on or before the 14th day from when you notified us of cancellation

How to Initiate a Return

Step 1: Contact us at info@hizerouk.com within 14 days of receiving your item to notify us of your cancellation.

Step 2: We will provide you with return authorization and instructions.

Step 3: Return the item to the address below within 14 days of your cancellation notice.

IMPORTANT: Items sent back to us without first requesting authorization will not be accepted and may be returned to you at your expense.

Return Address:
Cleaner Air Ltd
Unit 10, 31-37 Tomswood Hill
Barkingside, Essex
IG6 2HL

Return Shipping Costs

All return shipping costs are the responsibility of the customer unless the item is defective, damaged in transit, or incorrect.

We recommend using a tracked delivery service and retaining proof of postage, as we cannot be held responsible for items lost or damaged in return transit.

Late or Rejected Returns

Returns received after the 14-day deadline will not be accepted and will be returned to the sender at the customer's expense.

Returns that do not meet our conditions (scratched machines, opened accessories, missing items) will be rejected and returned to you at your expense.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon receipt. If your item is defective, damaged in transit, or you have received the wrong item, contact us immediately at info@hizerouk.com with photographic evidence so we can assess the issue and arrange a resolution.

You have 30 days from receipt to reject faulty goods for a full refund. After 30 days, you may be entitled to a repair or replacement.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Polymer Rollers (all types and conditions)
  • Multi Rollers (all types and conditions)
  • Batteries (all types and conditions)
  • Hizero machines with scratches, paint marks, scuffs, stains, dents, or any visible damage or wear beyond normal testing
  • Any accessories or cleaning solutions with opened or broken seals
  • Items showing signs of misuse, abuse, or improper care
  • Hazardous materials, flammable liquids, or gases (as per safety regulations)
  • Sale or clearance items (unless faulty)
  • Gift cards
  • Items returned after the 14-day notification period
  • Personalised or custom-made items

Please note: Polymer Rollers, Multi Rollers, and Batteries are non-returnable items for hygiene and safety reasons. These items are excluded from our standard return policy and cannot be returned even if unopened, unless they are faulty or defective upon receipt.

Exchanges

We do not offer direct exchanges. To exchange an item:

  1. Return your original item following the standard return process above
  2. Once your return is accepted and processed, place a new order for the desired item

Refund Processing

Once we receive and inspect your returned item, we will notify you by email within a reasonable timeframe whether your refund has been approved or rejected.

If Approved:

  • Refunds will be processed to your original payment method within 14 days of us receiving the returned goods (or proof that you have sent them back, whichever is earlier)
  • Please note: All refunds will be minus the £15 original courier delivery fee
  • The cost of any opened cleaning solutions will be deducted from your refund
  • Allow additional time (up to 5-10 business days) for your bank or card provider to process the refund

If Rejected:

  • We will notify you of the reason for rejection
  • The item will be returned to you at your expense

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@hizerouk.com.

European Union Customers

If you are located in the European Union, the above terms apply to you. You have the same 14-day cooling-off period and all other conditions remain the same. Items must still be unused (machine may be tested), unopened (accessories), undamaged, and returned in original packaging with proof of purchase.

Questions or Concerns

For any questions regarding returns, refunds, or specific items, please contact us at:

Email: info@hizerouk.com

Address:
Cleaner Air Ltd
Unit 10, 31-37 Tomswood Hill
Barkingside, Essex
IG6 2HL