Legal · Online Shop

Refunds, Returns and Shipping Policy

Last updated: 13 October 2026

This policy applies to products bought from the Active Cleaning Services Adelaide online shop. It does not apply to cleaning services, which are covered by our Terms and Conditions.

1. Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

2. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not as described, please contact us as soon as possible with your order number and a photo of the problem. We will arrange a repair, replacement or refund as the law requires, and we will cover the return shipping cost for faulty or incorrect items.

3. Change of mind returns

Change of mind returns are not required by law, but we may accept them within 14 days of delivery if the item is unused, unopened and in its original packaging. Please contact us before sending anything back. For change of mind returns, the customer pays the return shipping cost.

4. Items we cannot take back

For health and safety reasons we cannot accept change of mind returns of opened or used chemical, cleaning or consumable products, unless they are faulty or not as described.

5. Refunds

Approved refunds are issued to the original payment method. Please allow a few business days for the refund to appear, as timing depends on your bank or card provider.

6. Shipping

We ship to Australian addresses. Shipping costs and estimated delivery times are shown at checkout. We aim to dispatch orders within a few business days of payment. Delivery times are estimates and can be affected by the carrier, location and public holidays. If your order has not arrived when expected, please contact us and we will help track it.

7. Contact us

Active Cleaning Services Adelaide, Unit 1, 21-23 Cheltenham Parade, Cheltenham SA 5014.
Phone: (08) 8244 9518
Email: info@activecleaning.com.au