Returns & Refund Policy

Overview

INDUSTRIAL CLEANERS DIRECT LLC(“ICD”) supplies bulk industrial cleaning chemicals to business customers through a quote-first ordering process. Because products are often hazmat, shipped LTL on pallets, and packaged in large quantities (drums, totes, and case lots), returns are more limited than typical retail purchases. This policy explains when returns or refunds may be available and how to report delivery problems.

General Return Limitations

All sales are business-to-business. By approving a quote-ready total and completing payment, you confirm that quantities, packaging, and products ordered meet your business needs.

• Opened or used product — Generally not returnable. Once a seal is broken or product has been transferred from original packaging, resale for safety and regulatory reasons is not possible.
• Special or non-stock items — Products ordered outside our standard catalog assortment, when offered, are typically final sale unless ICD agrees otherwise in writing on the quote document.
• Buyer's remorse / over-ordering — ICD does not accept returns because a business ordered incorrect quantities, changed internal requirements, or no longer needs stock, except where ICD agrees in writing.
• Restocking — If ICD and our manufacturer partner authorize a return of unopened, resalable goods, restocking fees and return freight may apply per manufacturer policy.

Minimum order quantities (MOQ) and packaging rules are enforced at quote time. ICD does not offer sampling or trial-size waivers through the standard platform.

Damaged in Transit

LTL shipments of bulk chemicals must be inspected at delivery before signing the carrier delivery receipt. This is critical for freight claims.

• Count all containers and compare to the bill of lading.
• Inspect drums, pails, and cases for visible damage, leaks, or crushed packaging.
• Note any damage, shortage, or exception on the delivery ticket at the time of delivery. Unsigned exceptions make carrier claims difficult or impossible.
• Take photos of damaged freight, labels, and packaging before moving product.

If you discover concealed damage after signing (damage not visible at delivery), notify ICD and the carrier as soon as possible — delays beyond a few business days may limit recovery options.

Short Shipments

If you receive fewer containers or cases than listed on your order confirmation or bill of lading, document the shortage on the delivery ticket and contact ICD within two (2) business days of delivery with:

• Your order or quote reference number.
• Bill of lading or delivery receipt showing the noted shortage.
• Photos of received freight and pallet labels.

ICD will work with our manufacturer partner and the carrier to verify the shipment and arrange replacement product or credit where appropriate.

Freight Claims Process

For ICD-coordinated freight (prepay and add on your invoice), ICD assists with carrier claim filing when delivery documentation supports the claim. You remain responsible for proper inspection and notation at delivery per our Shipping & Freight policy.

If you shipped on your own carrier account, you must file claims directly with your carrier. ICD can provide supporting documentation (invoice copies, BOL references) upon request.

Approved claims may result in replacement product, credit toward a future order, or refund of affected line items — at ICD's discretion based on manufacturer and carrier outcomes. Freight charge adjustments follow carrier claim resolution timelines, which may take several weeks.

Wrong Product or ICD Error

If ICD or our fulfillment partner ships the wrong SKU, concentration, or packaging size compared to your approved quote, contact us immediately. We will investigate and, when the error is confirmed on our side, arrange return of the incorrect product (where feasible), replacement shipment, or credit/refund for the affected items. Do not use or dispose of incorrectly shipped chemical products until ICD provides handling guidance.

How to File a Claim

Email support@industrialcleanersdirect.com with:

• Company name and account contact.
• Order or quote reference number.
• Description of the issue (damage, shortage, wrong product).
• Delivery date and carrier name.
• Photos and copies of signed delivery documents with noted exceptions.

Include “Freight Claim” or “Return Request” in the subject line. Our team typically responds within one business day.

Refunds

When a refund is approved, it is processed to the original payment method via Stripe, subject to Stripe processing timelines. Partial refunds may apply when only some line items on an order are affected. ICD does not refund freight charges on orders that delivered successfully without carrier-documented exceptions, except where ICD error caused the issue.

Related Policies

This policy supplements our Terms & Conditions and Shipping & Freight pages. Order cancellation rules (no cancellation once processing begins) are described in the Terms.

Contact

INDUSTRIAL CLEANERS DIRECT LLC
1755 Banks Road #1013, Margate, Florida 33063
Support: support@industrialcleanersdirect.com
Phone: (754) 202-2019