Returns & Replacements

Return Policy

Instructions for General Returns

Instructions for the Return of Defective or Incorrect Merchandise

 

Return Policy

Our goal is that you are completely satisfied with your purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority. If you are not completely satisfied with your purchase, we will be happy to help you to return or exchange your purchase.

• Returns can be made within 30 days of the purchase date.
• You have the option of exchanging the item(s) or receiving a refund for the full amount of the item(s) purchased. Please note that shipping charges are not refundable except in the case of a manufacturing defect or an order fulfillment error.
• Refunds and credits will be issued at the time the return is received in our warehouse.
• All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories. Please be aware of the following important points:

Items showing cuts or tooth marks will not be replaced and we will not issue a refund or credit.

DVDs must be unopened and in their plastic wrap.

Shoes, as well as the shoe box, must be returned in new condition. To receive a full refund, please ship shoes back in a cardboard box so that the original shoe box is not damaged. If you do not have a box, then please wrap the shoe box in brown shipping paper to protect it. Shoes that are returned in a shoe box that is not in new condition will be subject to a 30% restocking fee.

• Returns should be shipped via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer. We are not responsible for lost packages.
• The customer is responsible for shipping costs on all returns and exchanges (both the return of the merchandise to Clean Run and the cost for us to ship any new or replacement items to you) unless the product was damaged or defective upon arrival or unless Clean Run made an error in filling the order. The only exception to this policy is shoes: If you live in the U.S. and are exchanging shoes, you pay for the return shipping to our office, but Clean Run will pay the postage to ship the new shoes to you.

Instructions for General Returns

To return a product that doesn't meet your expectations or that doesn't fit, please follow these steps:

Fill Out the Return Form: Fill out the return form that was included in your package. If you don't have the form, write a note with your name, address, daytime telephone number, email address, reason for the return, and what action you would like us to take (refund or exchange). If you are exchanging an item other than shoes, please include your credit card number and the expiration date; we will need to charge your card for the postage to ship the new merchandise to you.

Pack the Product(s): All products must be returned in new condition in the original manufacturer packaging. If your product was shipped in a standard cardboard box, be sure to return using the same or similar packaging. When using the original shipping box, be sure that previous shipping labels or other markings have been removed or covered completely.

Ship the Product(s) Back to Us: We recommend that you ship via insured ground service with a tracking number. Clean Run will not be responsible for items lost in transit or items without a Proof-of-Delivery signature. It is the customer's responsibility to retain a copy of the return tracking number in the event of a lost shipment until a credit has been issued or a replacement product has been shipped. Ship returned goods to:

Clean Run
Returns Dept.
17 Industrial Dr.
South Hadley, MA 01075

Receive Your Refund, Credit, or Replacement: If you request a refund, the refund will be made based on the original method of payment. If you paid with a credit card, we will credit the card that was used for your original purchase. If you paid with a check, we will issue a refund check. We will notify you by email when we have received your return. Once we have notified you, please allow 7-10 business days for the credit to appear on your account or for the refund check to be mailed. If you have requested a store credit, we will email you a gift certificate number within 48 business hours. If you have requested a replacement, we will ship the new product within 48 business hours. With the exception of shoes, new products will be shipped to you at your expense.

Instructions for the Return of Defective or Incorrect Merchandise

To return a product that is defective or that was shipped to you in error, please follow these steps:

Request a Prepaid Shipping Label: Send an email to info@cleanrun.com or call (800) 311-6503 and explain the problem to a customer service representative. If you send an email, you will receive a reply within 24 business hours. To make the return as easy as possible and to save you from paying shipping costs, we will email you a pre-paid shipping label, mail you a pre-paid shipping label, or issue a call tag to have UPS pick up the package.

Fill Out the Return Form: Fill out the return form that was included in your package. If you don't have the form, write a note with your name, address, daytime telephone number, email address, reason for the return, and what action you would like us to take (refund or exchange).

Pack the Product(s): All products must be returned in as-new condition in the original manufacturer packaging. If your product was shipped in a standard carton, be sure to return using the same or similar packaging. When using the original carton, be sure that previous shipping labels or other markings have been removed or covered completely.

Ship the Product(s) Back to Us: We recommend that you ship via insured ground service with a tracking number. Clean Run will not be responsible for items lost in transit or items without a Proof-of-Delivery signature. It is the customer's responsibility to retain a copy of the return tracking number in the event of a lost shipment until a credit has been issued or a replacement product has been shipped. Ship returned goods to:

Clean Run
Returns Dept. 
17 Industrial Dr.
South Hadley, MA 01075

Receive Your Refund, Credit, or Replacement: If you request a refund, the refund will be made based on the original method of payment. If you paid with a credit card, we will credit the card that was used for your original purchase. If you paid with a check, we will issue a refund check. We will notify you by email when we have received your return. Once we have notified you, please allow 7-10 business days for the credit to appear on your account or for the refund check to be mailed. If you have requested a store credit, we will email you a gift certificate number within 48 business hours. If you have requested a replacement, we will ship the new product within 48 business hours.