Returns Policy

Returns Policy - Damaged or Faulty Goods


 Damages must be reported to us within 24 hours of delivery.

All returns must be accompanied by an authorised returns number, supplied by us. Please contact us at When you contact us for a returns number you should include a list of the items being returned, the original invoice number and the reason for return with pictures attached of faulty or damaged goods. We will, at our discretion, either replace the goods free of charge or refund the cost of the goods and/or the delivery charge.


Please contact to arrange for the goods to be returned. All returns are inspected and if the item proves not to be faulty or damaged then it will be returned to you after incurring an extra delivery charge, payable in advance. For large pallet deliveries please be aware that the costs will be considerably higher than you are charged for delivery.

Checking Goods For Damage and Notifying De-Kay Hygiene Solutions Ltd

For small item deliveries that arrive with carriers you agree to open all boxes and thoroughly check the goods for damage on the day of delivery and notify us of any damage within 24 hours of the delivery. If we are not notified of damage within 24 hours we are unable to claim from the carrier. You agree to indemnify us in full for any losses we suffer as a result of your failure to notify us within 24 hours.

For bulky deliveries that arrive on pallets you agree to check the goods for damage before signing the drivers delivery note. If you sign for the goods, even if you write the words "Unchecked" or similar on the delivery note, then you are accepting that the goods arrived in good condition and later claims for damages will not be considered. If the driver refuses to wait while you check the goods then you must refuse to accept the delivery and email with the details as soon as possible. If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage.

Returns Policy - Changed Your Mind?

If you change your mind about the product when you receive it, you must inform us within 7 days after the day of receipt, that you would like to return the item for a refund. It is your responsibility to ensure that returned goods reach us in re-saleable condition. The cost of delivery and return carriage will not be credited. Items that are returned damaged will not be credited.


They should be well packed and sent to:

Returns Dept.
De-Kay Hygiene Solutions Ltd

7 Tythorn Drive



LE18 1BS

PLEASE NOTE; DO NOT write on or damage original product packaging. Once the product packaging has been written on or damaged the product is no longer in re-saleable condition and a refund cannot be provided.

PPE and Wearables

Due to the nature of PPE and wearables, we do not accept returns on these items as they have to stay in a hygienic and clinical condition for purposes of use.