These Terms and Conditions apply to all transactions on this site and all shopping channels associated with CLEANING AGENCY LONDON LTD. Please read them carefully. They do not affect your statutory rights.

We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on to the site (see date above). You will be asked to read and accept the Terms and Conditions each time you place an order to ensure that you are familiar with the most current ones.

You will have an opportunity to check and correct any input errors in your order up until you click the Confrim Order button.

All prices and charges on this site are in UK pounds. They include any VAT payable, but exclude delivery charges. For details see our Delivery Information and Installation pages.

IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, errors can occur. If we discover an error in the price or description of a product you have ordered, we may cancel your order at any time up to the point we send you the product(s). We will contact you when we become aware of a mistake and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order, you will receive a full refund.

Where We Deliver

We deliver to all areas shown on our delivery map. However we do deliver outside of those areas , for price please contact the store.

You will be asked, when placing the order , your postcode and you must enter the correct delivery payment, otherwise we will contact you to correct your payment

How We Deliver

We deliver to the door. We accept no responsibility to the appliance , or premises upon entering the premises

Standard Postal and Courier Deliveries

Standard postal and courier deliveries such as vacuums and other small appliances should arrive within 5 working days of placing your order.

Returns Policy

If you find the goods faulty or damaged we will exchange or refund your purchase either before or up to 30 days following the day of delivery but it must be returned with its original packaging, complete with any free gifts or accessories provided. However we would want to resolve the problem as soon as possible so, we would arrange an engineer visit to resolve the issue or order new parts to replace any damage to the product.

If after 30 days you have a fault with your appliance, an engineer can inspect your appliance as part of you 24 month warranty from day of delivery. For any returns we would want proof of purchase. In all cases your issue would be dealt with as an individual case. This does not cover faults caused by accident, neglect, misuse or normal wear and tear.

If you wish to return a product for no fault or “Change of mind” you have 30 days. We do insist that all products are returned as sold, sealed in a box, unused with all accessories supplied and in a saleable condition. We also ask that the customer arrange their own courier with adequate insurance to cover the cost of the goods. We would also like to state that a re-stocking fee may be applied.

This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or mis-described. Any goods returned should be in saleable condition, unused and in the original packaging they came in

We accept most major Credit/Debit cards (Amex not accepted) on our Website. View our Payment Options page for further information.

General Delivery Information

Our logistics team will e-mail, ring or text you the day before your chosen ‘Delivery Date’ with a two hour time slot. We arrive within this time slot for more than 90% of our deliveries but there are occasions where the traffic is heavy or other reasons why our drivers can get delayed. If we are more than 30 minutes outside of our timeslot then please call the office where we can track the drivers location and progress.

We ask that you do not make any arrangements until this information has been confirmed by our logistics team.

If the room of choice is accessible for the item(s) ordered then we will take the item(s) into that room. At the point of crossing your doorway we will not be liable for any damage to items in your house so please ensure all valuables are moved prior to the delivery.

American Fridge Freezers / Range Cookers
These are large, bulky items and require plenty of clearance through doorways to get them into the room of choice. If the doorways are not suitable then we will either deliver to the doorstep or return to our warehouse and a cancelled delivery charge will apply.

If our driver is willing to deliver the item to your room of choice then you will be asked to inspect the item on your doorstep and sign that it has been delivered in perfect condition. If damage occurs to the unit whilst moving into your room of choice then we will not be liable for this damage.

Damaged Items
All items are checked before they leave our warehouse to ensure that the packaging is intact and no damage is visible to the item(s) ordered. Our damage rate is extremely low and almost half the industry standard.

It is the customer’s responsibility to check items at time of delivery to ensure that no damage is visible. If the customer is not present at time of delivery then it will be taken that whoever signs for the item(s) is authorised to do so by the customer. You will be required to sign for the item(s) having been received in perfect condition. If any damage is noted at this point then the item(s) can be returned with the driver and replacements brought to you.

Any damages noted after delivery must be within 24 hours and photographs must be e-mailed to support@gugmarket.com. In this situation we will revert to the manufacturer for approval to replace. It is not always guaranteed, especially if you have signed for them in perfect condition at time of delivery.

Delivery to Non Cardholder Address:
When ordering please enter the invoice address as the address where your credit/debit card statements are addressed to. You may then go on to add an alternative delivery address if required.

It is important that you enter the correct invoice address according to where your card is registered. All orders are checked by our internal software to ensure that the card used is not stolen or being used without the knowledge of the card holder.

Failed Delivery
If there is no one present at the property or the item is turned away when our driver attempts delivery then we reserve the right to make a failed delivery charge if the order is then requested to be cancelled.

Old Product Collection:
If you have selected for us to remove and recycle your old appliance the product must be disconnected and in the case of a washing machine/dishwasher then all water must be removed from the drum/insides. Freezers and fridge freezers must be defrosted.

Installation:
If you have selected for us to install an appliance such as a washing machine or dishwasher then this will only be connected to an existing water supply. Old appliances must be disconnected both for installation of new appliance and for having an old appliance recycled. The water supply must have an isolator tap which is freely accessible. If the driver considers your plumbing to be unsuitable or is unable to isolate the water then we will not be able to carry out the installation.

If an item has been successfully installed and a leak develops within 24 hours then please e-mail our office immediately. After 24 hours from time of installation we will not be liable for any leaks that occur.
Back Orders
We strongly advise all customers to check availability of stock by telephone before placing your order. If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait for the item to come into stock.
Back ordering items can take anything between 3 days to 3 weeks depending on stock availability with the manufacturer. Please be aware that CLEANING AGENCY LONDON LTD retail over 5,000 products and it is simply not possible to keep all of these items in stock. It is therefore necessary on less popular products for us to backorder them.
Tax Charges
All orders are charged VAT at 20% at the time of purchase. This is in alignment with UK tax laws.

Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Employees at CLEANING AGENCY LONDON LTD will never have access to your card details and no one outside of CLEANING AGENCY LONDON LTD has access to our systems. You can therefore rest assured that your card information is safe with us.

Warranty/Guarantee
All of our products come with a minimum 24 months manufacturers guarantee, there will be information on how to register your product either with the item itself or on the manufacturers website. We do recommend that you check the terms and conditions of the manufacturers warranty before purchasing. These can be found on each manufacturers website, or by calling their customer services teams. 

As most of these items are domestic appliances, they are not usually covered by warranty in a business or commercial setting. Please call us before purchasing if you have any questions regarding this. If an item is put into a commercial setting and then goes wrong within the warranty period, and is not covered under the domestic warranty we will not be held responsible. 

Reaching Us
If you need to reach us during working hours, please contact us using the telephone number above where one of our staff is waiting to take your call. Business hours are Monday to Sunday 9:00am to 6:00pm. We are closed on Bank Holidays. If you call outside of our opening hours please leave a voicemail on our answering service and we will promptly reply when we are available.
Customer Service is very important to us here at CLEANING AGENCY LONDON LTD and we will always do our best to answer customer calls and emails promptly and efficiently. We have dedicated staff for internet queries who have great product knowledge and who are more than happy to take your calls and queries relating to products on our site.

Cookies

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to ‘Tools | Internet Options | Privacy’ (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

Take and fulfil customer orders.
Administer and enhance the site and service.
Only disclose information to third-parties for goods delivery purposes.

Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive.
You are entitled to cancel your order and return the goods within 14 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or mis-described.

Any goods returned should be in saleable condition.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.