Frequently Asked Questions

You do not need to register an account to place an order with us you can continue to place your order as a guest account, however by registering an account you will be able to download relevant details such as safety data sheets for cleaning agents, instruction manuals and additional information for the cleaning equipment that you purchase from us. In addition having an account allows you to store wishlists, track your orders, view previous orders and much more, so it is worth the taking the time to register your details as there are benefits in doing this. It also means that all you have to do when you order again is log in, you don't have to input your details all over again. Don't worry we won't bombard you with spam or junk emails, contact you unnecessarily or pass any of your details on to other third parties, we respect our customers right to privacy at all times.

You can pay using American Express, Mastercard or VISA debit or credit cards or by using a PayPal account. Card payments are processed securely  by Lloyds Banking Group via the Lloyds Connect webservice using a 256 Bit SSL/TSL encryption method for security. Lloyds connect also operates the 3D Secure system so you may be required to input security questions or authorise your payment through a banking app or or via a OTP (one time passcode) submitted to you by text or email from the card issuer themselves. This is all perfectly normal and is part of the latest security protocols introduced to combat online card fraud by the UK Banks.

PayPal payments are processed directly by PayPal themselves. As with card payments, you may be required to authorise the payment by using the PayPal mobile phone app (if you use it), receiving an automated text containing an OTP (one time passcode) or an automated telephone call to the phone linked to your account.

All of our payment methods are processed by their respective providers and none of your payment details are stored on our website servers, so in the unlikely event of a data breach on our website, your payment details will not be impacted by this, meaning you can shop safely and securely with us.

We use Royal Mail parcel post as our low-cost delivery method for smaller items upto 2Kg in weight. This will be delivered by your normal postal delivery service. As our economy service, Royal Mail typically deliver within 2-3 working days. Royal Mail do deliver on Saturdays so please be aware that a delivery may be attempted outside of our normal working hours as a result.

For a quicker service that can also deliver larger items our chosen partner is DHL Express. Any goods ordered with DHL Express as the delivery option, will be typically delivered within 1-2 working days (Monday to Friday) between 8am and 8pm.

For larger items that require shipment on pallets, we use the Pallet Track network which offer economy delivery options (2-3 days) or a faster 1-2 day service.

Please note that when selecting a delivery method, the delivery times are an indication of typical delivery times and whilst our chosen carriers are very reliable, sometimes there are delays to deliveries that are beyond ours or the carriers control. If we are out of stock of the item(s) you have ordered, we will ship them out on the service you selected at the time of order once they have arrived into stock in our warehouse.

The delivery times indicated are based on if we have the item you have ordered available from our warehouse stock. If we are out of stock of the item(s) you have ordered, we will ship them out on the service you selected at the time of order once they have arrived into stock in our warehouse.

As a guideline, if you were to choose our economy service, Royal Mail or our Free Delivery option for example, and your item was out of stock with us, we would anticipate that you should receive your order within 7-10 working days under normal circumstances.

If the item is in stock and you choose DHL Express, you should receive your order within 1-2 working days. As an example, if you were to order on a Friday, you would receive your order on the following Monday or Tuesday. If you were to order on a weekend, we will process your order on the following Monday and you would receive your order on Tuesday or Wednesday.

Our working days are Monday - Friday from 08:00am to 05:00pm. Although you are more than welcome to contact us outside of these hours using through the various website forms, we are not able to respond to these outside of our normal working hours. You can also call outside of these hours as your call will be diverted to an answerphone where you can leave a message for one of our team members. A member of our customer services team will contact you as soon as possible during our working hours either by email or phone depending on how you asked us to contact you.

Orders received after 12:00pm during our working days may not be processed until the following working day e.g. if you place an order on a Friday evening at 7;00pm it will not be processed until 08:00am on the following Monday.

We aim to return phone calls and answer email requests and enquiries we have received within 48 hours of the first available working day after you first contacted us, but we will always endeavour to contact you just as soon as we possibly can.

You can cancel your order without giving any reason as long as we have not despatched the order and notified you of the despatch from our warehouse within 14 days of placing your order. You may submit your cancellation request by using the form below and our customer services team will notify you if this has been successfully undertaken for you. We can cancel your order as long as your order has not been collected by our delivery partners.

If you successfully cancel your order before we have despatched it, we will refund all payments received from you for the goods purchased and the delivery charges you selected. We will use the same means of payment as you used for the initial transaction for your refund. This will be refunded as soon as possible according to your payment providers guidelines. 

If the cancellation period has expired or you have been notified that your order has been shipped, you will need to wait for the items to be delivered and return the item(s) using our Return A Delivered Order page instead once your order has been delivered. Please do not refuse a delivery simply because you no longer require the items as this can seriously delay any refund that you may receive as until the courier returns the item back to us, as we would not know that you had declined the order. You will have 14 days from the date of delivery to evaluate your goods (as if you were in a shop) and return the order if the items are unsuitable for you for any reason whatsoever as long as they have not been used, assembled and are returned in their original packaging.

If you require any further information, you can contact our customer services team who will be happy to help and assist you by using the enquiry form on our contact page. If you haven't already created an account you will need to do this and log-in to your account in order to be able use this contact form.

At Kärcher Center JHS, we want you to be delighted every time you shop with us. If for any reason you are dissatisfied with your purchase, please read the details below carefully as they contain useful information about returning an item and other after sales service information.

As you have bought your product online, you would like to return it because:

You have changed your mind for any reason

This includes items that are incompatible (and you have not checked compatibility with us first), you have ordered the wrong item, you have changed your mind or you have simply changed your mind after evaluating the product(s)

If you change your mind and would like to return your product, we're happy to accept a return, exchange it or refund it as long as:

It is within 14 calendar days from the day it was delivered to you:

• Following The Consumer Contracts (Information, Cancellation and Additional Charges)  Regulations, we will accept items back even if you have opened the goods to inspect them.

• You notify us of your wish to cancel within the above time frames and you have notified us within this period by completing the return request form on the Return A Delivered Order of the Karcher Center JHS website.

• The product(s) you are wanting to return are in "AS NEW" condition and returned in the original, undamaged packaging along with any accessories and free gifts received with them.

• You can examine the goods as you would in a shop but, to obtain a full refund for the price you paid for the product(s) you are returning, you MUST NOT start using them or assemble them is such a way that they cannot be disassembled without damaging them or unable to be returned in the way in which you received them.

• We will arrange for you to receive a returns authorisation document (RMA) and either a returns label (for smaller items) or we will contact you to arrange a collection day (for larger items) so that you can return your product(s). We will deduct the cost charged by our cheapest delivery service for your product(s) from your final refund.

It is over 14 calendar days from the day of delivery:

• The product(s) have not been opened in any way, they have not been evaluated, inspected or fitted to anything (if applicable) and are still in their original packaging along with any accessories and free gifts received with them.

• Your return request has been made with 30 days of the delivery date of your order.

• You will need to arrange you own means to return the item using a delivery company of your choice. You will be responsible for any damage or loss to the returned product(s) if this occurs so it is your responsibility to ensure adequate cover is provided by your selected courier in the event of such loss or damage. Karcher Center JHS will not be liable for such losses should this happen.

Refunds:

Once we have received the goods back from you, we will give you a refund for the cost of the product less any delivery charge paid. If we arranged your return, this will also be deducted from your final refund. We may also make a reduction for the refund for any loss in the value of the goods if the loss is a direct result of use or unnecessary handling by you.

Refunds take 3-5 working days to be credited to your payment card or PayPal account once issued.

If it is within 7 working days from the day your product(s) were delivered to you:

Either

Return A Delivered Order of the Karcher Center JHS website indicating that the items is "Dead On Arrival" or "Faulty" if the item is not performing as expected.

-or-

Contact us on 01502 563846 and talk to a member of our customer services team who will provide you with further help and assistance. Depending on the product(s), we may be able to take you through some simple diagnostics to make sure that it is not a problem that can be resolved quickly over the phone.

If the problem cannot be resolved easily:

If the fault occurs within 30 days from the date of delivery, we will offer you a repair, exchange or refund at your discretion.

If the fault develops after 30 days from delivery but during the warranty period offered by Karcher/Karcher Center JHS, we will offer you a repair or replacement as directed by Karcher as Karcher Center JHS are acting as an agent for the purposes of the administration of the manufacturers warranty.

How do I return my faulty product?:

Don't worry we will contact you to arrange a return of your faulty item either by email or in-person over the phone. You do not need to do anything we will make all the arrangements for you.

In 2009 Karcher introduced the new Karcher Quick Connect system for their Home & garden Range of Pressure Washers. This way of connecting high pressure hoses is now common across the entire range of K series pressure washers.

Karcher Quick connect uses easily removed clips and push to activate clamps to secure high pressure hoses to guns and machines and replace the older clip-system as a way to quickly change hoses when they need to be replaced and for easy removal from both the machine and the gun for easier storage in between cleaning tasks.

A Karcher Quick Connect Gun is connected using either a yellow clip or yellow push button on the gun AHEAD of the trigger handle itself as shown in the following pictures.

From 1st July 2014, Kärcher offer a minimum 2 year warranty on all Home & Garden products. K4, K5 and K7 series pressure washers have either 3 or 5 year warranties. If you purchased your Kärcher Home & Garden machine from Kärcher Center JHS, your warranty is automatically extended by an additional year, so a 2 Year Warranty would be a 3 Year warranty for example 

If you would like to check how much warranty your Karcher Cleaning Machine should have, then you can check out our warranty information page for specific details.

All Kärcher products purchased after 1st July 2014 are covered by a minimum 2 year warranty period, or as otherwise stated at point of sale. Accessory purchased prior to this would only have a 1 year warranty period.

Wear and tear is not covered under the terms and conditions of warranty. Therefore, if the accessory fails due to wear and tear, a replacement would be chargeable.

Of course, we can help however it is always best to first contact the vendor you originally purchased your Kärcher Home & Garden Range machine to see if they can help, however if this proves unsuccessful we can certainly help.

Whilst any repair or replacement would be covered under the warranty, unfortunately Kärcher do not cover the cost of the carriage of the affected machine. This means that you are responsible for the costs involved in getting the machine to and from us. Don't worry, if dropping the machine off yourself is not possible, we can arrange to collect it from you and return it once repaired/replaced, but this cost would not be provided under your warranty.

If however, you purchased the machine from Kärcher Center JHS, you would be responsible for the costs involved in returning the machine, however we would deliver it back to you free of charge, so essentially we share the cost of transport between you and ourselves.

If seeking to make a claim under the product warranty, if you didn't purchase it from Kärcher Center JHS, a valid proof of purchase must be provided. If your original receipt is not available, we can also accept a copy of a bank statement showing the transaction with the retailer you purchased it from (this excludes Ebay & Amazon Marketplace Sellers), if you paid by credit or debit card. If however, you purchased it from Kärcher Center JHS don't worry we will use your details from your original purchase, so we will provide the proof of purchase for you. 

Unfortunately, registering your machine on the Kärcher website does not activate your warranty or act as a proof of purchase.

If seeking to make a claim under the product warranty, if you didn't purchase it from Kärcher Center JHS, a valid proof of purchase must be provided. If your original receipt is not available, we can also accept a copy of a bank statement showing the transaction with the retailer you purchased it from (this excludes Ebay & Amazon Marketplace Sellers), if you paid by credit or debit card. If however, you purchased it from Kärcher Center JHS don't worry we will use your details from your original purchase, so we will provide the proof of purchase for you.

If seeking to make a claim under the product warranty, if you didn't purchase it from Kärcher Center JHS, a valid proof of purchase must be provided. If your original receipt is not available, we can also accept a copy of a bank statement showing the transaction with the retailer you purchased it from (this excludes Ebay & Amazon Marketplace Sellers), if you paid by credit or debit card. If however, you purchased it from Kärcher Center JHS don't worry we will use your details from your original purchase, so we will provide the proof of purchase for you.

As a general rule of thumb, all Kärcher Professional machines have a minimum of a 12 month warranty although some machines have 2 year warranties.

As a general rule, Larger machines (that are delivered on a pallet) will usually have an onsite warranty which means that the machine, if possible, will be repaired where it is located, however if this is not possible, the vendor you purchased it from will collect it or arrange for it to be collected at no cost to yourself.

Smaller machines (that are delivered boxed via a next day carrier) will generally be classed as a Return To Base Warranty. This means that you are responsible for the cost of the machine being returned under warranty, however the vendor will bear the cost of the return back once the issue has been resolved.

If you are not sure what type of warranty you have please contact us and we will do our best to help you.

All Kärcher Professional Accessories are covered by a 28 day warranty period, or as otherwise stated at point of sale. Accessories are classed as any product that is external to the machine or are deemed to be "wear & tear" items such as brushes, squeegee blades, high pressure hoses etc.

Wear and tear is not covered under the terms and conditions of warranty. Therefore, if the accessory fails due to wear and tear, a replacement would be chargeable.

With Kärcher Professional Range machines the vendor you originally purchased your Kärcher Professional Range machine is directly responsible for the warranty of your machine so will need to be contacted if you have any issues.

Of course, if this is not possible, please contact either ourselves or Kärcher directly and we will do all we can to help.