Refund policy

30-Day Money Back Promise

We want you to actually use your Cleanmatic mop before you decide whether you like it. So if you're not happy within 30 days of receiving your order, email us and we'll refund you in full.

You don't need to keep the box. You don't need to have left it in the wrapper. Mop the kitchen, do the bathroom, wring it out one-handed with a toddler on your hip — that's the whole point of the trial. A used mop is still eligible for a refund.

How to start a return

Email support@cleanmatic.com.au within 30 days of delivery with:

  • Your order number
  • The item you'd like to return
  • A quick note on what didn't work for you — it helps us make the next version better

We'll reply within 1 business day with a return authorisation number. Please don't send anything back before you've heard from us — without an authorisation number on the parcel we may not be able to match it to your order.

Once authorised, send your return to:

Cleanmatic Returns
Suite 805, 6A Glen Street
Milsons Point NSW 2061

Who pays for return shipping

  • Changed your mind: you cover the cost of sending the item back to us. We recommend a tracked service — until it reaches us, it's still your parcel.
  • Faulty, damaged or not what you ordered: we cover the return shipping. We'll send you a prepaid label or reimburse your postage.

Original shipping charges are not refunded on change-of-mind returns.

Your refund

Once your return arrives and we've checked it, we'll process your refund within 5 business days. Refunds go back to the original payment method. How quickly it lands is up to your bank — usually another 3 to 5 business days.

If you paid with a buy-now-pay-later provider, your refund is processed through them and their own timeframes apply.

What's not covered by the 30-day promise

  • Replacement mop cloths, pads and refills that have been opened or used, for hygiene reasons. Sealed, unopened packs can be returned.
  • Items bought from a third-party retailer or marketplace. Those returns go through the store you bought from — get in touch and we'll help you work out who to contact.
  • Gift cards.

This exclusion applies to change-of-mind returns only. If any of these items arrive faulty, you're still covered — see below.

12-Month Quality Guarantee

The Cleanmatic mop system and bucket are covered for 12 months from the date of delivery against defects in materials or workmanship under normal household use.

If something fails in that window, email support@cleanmatic.com.au with your order number and a photo or short video of the problem. We'll repair it, replace the part, replace the unit, or refund you — whichever is appropriate to the fault.

The 12-month guarantee doesn't cover:

  • Consumables and wear parts — mop cloths, pads and cleaning solution
  • Normal wear and tear from regular use
  • Accidental damage, drops, or damage from misuse
  • Damage from cleaning agents, methods or care instructions other than those we've specified
  • Commercial or industrial use — this is a household product

Proof of purchase is required for a guarantee claim.

Arrived damaged or faulty?

Let us know within 7 days of delivery and send a photo of the item and the packaging. We'll sort out a replacement or refund straight away, and we'll cover the postage either way.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-Day Money Back Promise and the 12-Month Quality Guarantee are offered in addition to your rights under the Australian Consumer Law. Nothing on this page limits those rights, and they may continue to apply after the 30-day and 12-month periods have ended.

Talk to a human

If anything here is unclear, or your situation doesn't fit neatly into one of the boxes above, email support@cleanmatic.com.au. We'd rather sort it out than have you stuck with a mop you don't love.

Expert Management Group Pty Ltd (ABN 26 610 187 089) trading as Cleanmatic.

Last updated: 14 September 2026