Cancellation and refund policy

ESR ENTERPRISES
Clean-O-Clean Product Line

Effective Date: 10.12.2024
Last Updated: 04.07.2025

Overview

At ESR ENTERPRISES, we are committed to providing high-quality Clean-O-Clean industrial cleaning solutions and excellent customer service. This Cancellation and Refund Policy outlines the terms and conditions for order cancellations, returns, and refunds for all Clean-O-Clean products.

Order Cancellation Policy

Before Order Processing

Free Cancellation Window

  • Orders can be cancelled free of charge within 2 business hours of placement
  • Cancellation must be requested via phone or email during business hours
  • No cancellation fees apply during this window
  • Full refund will be processed within 5-7 business days

Standard Cancellation (2-24 hours)

  • Orders can be cancelled within 24 hours of placement
  • A 5% processing fee may apply to cover administrative costs
  • Refund processed within 7-10 business days
  • Special orders may have different cancellation terms

After Order Processing

Order In Production

  • Orders that have entered production may be subject to a 15% cancellation fee
  • Custom formulations cannot be cancelled once production begins
  • Cancellation request must be made in writing
  • Partial cancellation may be possible for multi-item orders

Order Shipped

  • Once shipped, orders cannot be cancelled
  • Return policy applies for shipped orders
  • Freight costs are non-refundable
  • Buyer responsible for return shipping costs

Return Policy

Eligible Returns

Unopened Products

  • Products in original, unopened containers
  • Original packaging and labels intact
  • No visible damage or contamination
  • Within return timeframe (see below)

Defective Products

  • Manufacturing defects or quality issues
  • Products that do not meet published specifications
  • Damage during shipping (reported within 48 hours)
  • Incorrect products shipped

Non-Conforming Orders

  • Products that do not match order specifications
  • Quantity discrepancies
  • Wrong product formulation shipped
  • Billing errors affecting product delivery

Return Timeframes

Standard Returns

  • 30 days from delivery date for unopened products
  • 7 days for defective product claims
  • 48 hours for shipping damage claims
  • 15 days for non-conforming orders

Extended Returns (Approved Accounts)

  • 60 days for established commercial accounts
  • 45 days for distributors and resellers
  • Subject to credit approval and account standing
  • Extended terms must be pre-approved in writing

Non-Returnable Items

Excluded Products

  • Opened or used products
  • Custom formulations made to order
  • Products older than return timeframe
  • Products damaged due to improper storage
  • Products without original packaging

Special Circumstances

  • Hazardous materials regulations may prevent returns
  • Products requiring special disposal cannot be returned
  • International shipments may have additional restrictions
  • Clearance or discontinued items (marked as final sale)

Refund Policy

Refund Processing

Approved Returns

  • Refunds processed within 10-15 business days of receipt
  • Refunds issued to original payment method
  • Credit card refunds may take additional processing time
  • ACH/wire transfer refunds processed faster

Partial Refunds

  • Applicable when partial quantities are returned
  • Prorated based on returned quantity
  • Shipping costs generally not refundable
  • Restocking fees deducted when applicable

Refund Calculations

Full Refund Scenarios

  • Defective or non-conforming products
  • ESR ENTERPRISES error in order fulfillment
  • Products returned within free return window
  • Cancelled orders within free cancellation period

Partial Refund Scenarios

  • Standard returns subject to restocking fee
  • Returned products with damaged packaging
  • Late returns (beyond standard timeframe)
  • Partial quantity returns from larger orders

Restocking Fees

Standard Restocking Fee: 15%

  • Applies to returns after 30 days from delivery
  • Standard commercial returns
  • Returns without original packaging
  • Administrative processing costs

Reduced Restocking Fee: 10%

  • Established commercial accounts
  • Bulk returns over $1,000
  • Distributor returns
  • Quick turnaround returns (within 7 days)

No Restocking Fee

  • Defective products
  • ESR ENTERPRISES fulfillment errors
  • Returns within 7 days of delivery
  • Cancelled orders before shipping

Return Process

Return Authorization

Required Before Returning

  1. Contact customer service for Return Authorization (RA) number
  2. Provide order number and reason for return
  3. Receive return shipping instructions
  4. Print and attach RA label to shipment

Return Authorization Information

  • RA numbers valid for 30 days from issue date
  • Returns without RA numbers may be refused
  • Include original invoice or packing slip
  • Package securely to prevent damage during return shipping

Return Shipping

Shipping Responsibility

  • Customer responsible for return shipping costs (unless defective product)
  • Use tracked shipping method for returns over $200
  • Insurance recommended for high-value returns
  • ESR ENTERPRISES not responsible for lost return shipments

Return Address ESR ENTERPRISES – Returns Department
1E / 52, Chinnakannu Puram,
Tuticorin, Tamil Nadu,
India.

Special Circumstances

Damaged Products

Shipping Damage

  • Report damage within 48 hours of delivery
  • Photograph damage before unpacking
  • Keep all packaging materials for inspection
  • File claim with shipping carrier simultaneously

Quality Issues

  • Contact technical support for quality concerns
  • Provide batch/lot numbers for investigation
  • May require sample testing before return approval
  • Technical analysis may determine refund eligibility

International Returns

Additional Considerations

  • International returns may require additional documentation
  • Customs and duties are customer responsibility
  • Extended processing times for international refunds
  • Currency exchange rates may affect refund amounts

Regulatory Compliance

  • Products must comply with export/import regulations
  • Hazardous materials restrictions may apply
  • Documentation requirements vary by country
  • Additional fees may apply for international processing

Dispute Resolution

Internal Resolution

Customer Service Process

  1. Contact customer service within return timeframe
  2. Provide order details and specific concerns
  3. Allow 3-5 business days for investigation
  4. Receive written resolution response

Escalation Process

  • Unresolved issues escalated to management
  • Technical issues reviewed by product specialists
  • Quality concerns investigated by quality assurance
  • Final decisions made by authorized personnel

External Resolution

Third-Party Mediation

  • Available for disputes over $500
  • Neutral third-party mediation services
  • Costs shared between parties
  • Binding arbitration available

Contact Information

For cancellations, returns, or refunds:

ESR ENTERPRISES
Customer Service Department
1E / 52, Chinnakannu Puram,
Tuticorin, Tamil Nadu,
India.

Phone: +91 97501 84538
Email: esrenterprisesofficial@gmail.com
Website: cleanoclean.in

Business Hours: 09:00 Am – 08:00 PM
Emergency Contact: +91 97501 84538

Important Notes

  • This policy applies to all Clean-O-Clean products
  • Terms may vary for custom formulations or special orders
  • Policy subject to change with 30 days written notice
  • Disputes governed by terms and conditions agreement
  • All communications should reference order numbers

ESR ENTERPRISES – Your satisfaction is our priority