Refund policy

Disinfectants, PPE & Electrostatic Sprayers

You may return new, unopened EMist sprayers within 14 days of delivery for a full refund. If a product was received as a result of our error (product was incorrect, damaged or defective) we will either replace the item or you will receive a refund once the item is returned. Incorrect or unwanted items must be unopened in order to be returned. We must be notified of all returns within fourteen (14) days from receipt of product. Unless the product is found innately defective or was shipped in error, all freight charges and any special costs incurred by CleanTerra shall be fully borne by the company or individual requesting the return. There is a $125 restocking fee deducted from the refund amount on all EMist returns.

To start a return, you can contact us at orders@cleanterra.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

When sending your return email, please include the following information:

• Customer Number
• Product Identification Number
• Order number or invoice number
• Nature of problem

If you are experiencing a warranty issue, please contact us immediately at orders@cleanterra.ca

All Disinfectants, Sanitizers and Personal Protective Equipment (PPE) are considered final sale and no refunds or returns will be accepted.

You can always contact us for any return question at orders@cleanterra.ca.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom products (special orders or personalized items), personal protective equipment (PPE), Disinfectants and Sanitizers. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method unless the item was purchased more then 60 days ago. If purchased more then 60 days ago, and if approved, the refund will be processed via cheque and mailed to the original shipping address. Please remember it can take some time for your bank or credit card company to process and post the refund too.