FAQs - Cleaning Warehouse

FREQUENTLY ASKED QUESTIONS

What payment methods do you accept?

▸

It depends on how you shop with us:

In-store (personal): Card and cash
Online: Card and instant EFT
Registered & approved business accounts: Card, cash on delivery, EFT, and account

Is my payment information secure?

▸

Yes. Online payments are processed by a trusted third-party provider using 3D Secure technology. In-store, we use bank-issued card machines — your information is never stored by us.

How long does payment processing take? What if my EFT is delayed or fails?

▸

EFT and card payments typically process within 1–3 business days. If your EFT fails, a successful payment will need to be made before your order can be completed. If your EFT is delayed, we reserve the right to hold stock until payment clears — however, you're welcome to contact us with your proof of payment and we'll do our best to assist.

Do your prices include VAT?

▸

Yes, all displayed prices include VAT.

Is there a minimum order value or any extra fees?

▸

No minimum order value. Whether you're ordering a single item or a full pallet, we can accommodate you — no fuel levies or hidden packaging fees.

How do I request a formal quote or invoice for a business order?

▸

Please contact your nearest branch directly — they'll be happy to assist. Find your closest branch using our Store Locator.

How does online delivery work?

▸

For a full breakdown of how our online delivery process works — including shipping rates, delivery areas, and what to expect — visit our Understanding Online Delivery page.

How long does delivery take?

▸

Gauteng: 1–3 business days
Other provinces: 2–5 business days
Remote/rural areas: Up to 7–14 business days

Do you deliver outside Gauteng or internationally?

▸

Yes, we deliver nationally across South Africa. For international deliveries (including Namibia, Botswana, and other neighbouring countries), please contact us directly and we'll work out the best solution for you.

How do I track my order?

▸

You'll receive email updates as your order progresses. You can also track your order at any time by entering your tracking number at cleaningwarehouse.co.za/shipping-details.

Can I cancel or change my order after placing it?

▸

Yes, as long as your order hasn't been dispatched yet. Please contact us as soon as possible and we'll make the necessary changes.

What happens if an item is out of stock or on backorder?

▸

We'll contact you promptly to discuss your options — this may include holding your order until the item is available, splitting it into two shipments, replacing the item, or issuing a refund for that item.

What if my delivery is delayed or lost?

▸

Please contact our support team or your nearest branch. Our goal is to get your complete order to you as quickly as possible. We'll investigate the status of the package and advise you on next steps from there.

What happens if I'm not home when my order is delivered?

▸

Your courier will attempt to arrange a re-delivery. For larger or bulk deliveries, it may be necessary to agree on an alternative location or schedule a second delivery, which may incur an additional fee.

What are your store trading hours?

▸

Monday–Friday: 8:00 AM – 5:00 PM
Saturday: 8:00 AM – 12:00/3:00 PM (varies by branch)
Sunday: Closed

How does click-and-collect work?

▸

All store locations are listed on our Store Locator. For same-day collection, your order must be placed before 12:00 PM. Orders placed after 12:00 PM will be ready the following business day, unless otherwise arranged with the branch.

What happens during load-shedding or on public holidays?

▸

Our branches are equipped with backup power and can operate during load-shedding. On public holidays, if a branch is closed, orders will not be processed that day. Orders already out for delivery may still arrive, as some courier services operate on public holidays.

What happens if my order arrives damaged, incomplete, or incorrect?

▸

Please contact us immediately. Here's how we'll handle it:

Damaged: We'll arrange collection and offer a replacement or refund
Incomplete: We'll send the missing items as soon as possible
Incorrect: We'll correct the order

How do I initiate a return or exchange?

▸

You can start the process online through your account, or by contacting our support team directly. We'll guide you through the next steps.

How long does a refund take, and how is it paid out?

▸

In-store refunds: Processed within minutes and paid out in cash
Online order refunds: Processed within 1–2 business days and credited to your Cleaning Warehouse Wallet

What is the time limit for returning a product?

▸

Please refer to our full Returns Policy for the applicable return windows.

Can I return opened or used products?

▸

Defective products may be returned subject to approval. Please refer to our Returns Policy or contact us to discuss your specific situation.

How do I create an account, reset my password, or update my details?

▸

All of this can be done from your My Account area. Log in to update your personal details, delivery address, or password. If you don't have an account yet, you can register on the same page.

How do I apply a promo or discount code?

▸

Open your cart while shopping and you'll find a field to enter your discount code before checkout.

How does the My Family Rewards cashback work?

▸

Cashback is credited directly to your Cleaning Warehouse Wallet and is available immediately after each qualifying purchase. You earn more the more you spend each month:

R0–R999 → 1%
R1,000–R1,999 → 2%
R2,000–R2,999 → 3%
R3,000–R3,999 → 4%
R4,000–R4,999 → 5%
R5,000–R5,999 → 6%
R6,000–R6,999 → 7%
R7,000–R7,999 → 8%
R8,000–R8,999 → 9%
R9,000+ → 10%

Note: CW own-brand products earn the full percentage. Other brands earn half, and paper products earn a quarter.

Do My Family Rewards points expire?

▸

Yes. Cashback expires after 12 months of inactivity.

How does the Wallet / store credit work?

▸

Your Wallet balance can be used both in-store and online. In-store, simply ask a staff member to apply your Wallet balance. Online, select "Apply Wallet Balance" during checkout.

How do I link my account to a school, club, or charity?

▸

You can do this from the My Family Rewards section in your account, or during checkout by selecting the organisation you'd like to support.

Can I have separate personal and business accounts?

▸

No. Only one account can be linked per email address.

What are your full Terms & Conditions and Privacy/POPIA Policy?

▸

Both are available at our Privacy Policy page. This covers website use, account creation, sales terms, and how we handle your personal information in compliance with POPIA.

Are your products safe to use around children and pets?

▸

Yes, when used as directed. As with all cleaning chemicals, products must be kept out of reach of children. Ingesting or using them in any way other than as specified on the label could cause harm.

Are your products free from harmful or carcinogenic ingredients?

▸

Yes. We do not use carcinogenic materials in any of our manufactured cleaning products. We actively avoid harmful ingredients, and where any ingredient requires attention, we'll always disclose it on the product label.

How do I dilute concentrated products correctly?

▸

Dilution instructions are printed on every product label. Always follow the on-label guidelines and never exceed the recommended concentrations.

How do I know which product is right for my cleaning problem?

▸

Our staff are trained across our full product range. Share your specific cleaning challenge with us — in-store, via WhatsApp, or through our contact form — and we'll point you in the right direction.

How do I request a Safety Data Sheet (SDS) for a product?

▸

Contact our support team and we'll be happy to provide the relevant documentation for any product.

Where are Cleaning Warehouse products manufactured?

▸

Our products are manufactured locally at our factory in Pretoria West.

Do you offer bulk or wholesale pricing?

▸

Our everyday pricing is already wholesale by nature. Additional discounts and preferential pricing are available to registered business account holders. Register as a B2B customer here.

Pretoria West

161 Industrial Rd, Pretoria West, 0183

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 940 6066

Pretoria North

386 Jan Van Riebeeck St, Pretoria North, 0182

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 3:00 PM · Sun: Closed

012 565 5180

Van Der Hoff Road

462 Van Der Hoff Rd, Hermanstad, Pretoria, 0082

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 880 5591

Silverton

369 Pretoria Rd, Silverton, 0184

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 804 1272

East Lynne

156 Jan Coetzee St, East Lynne, 0039

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 800 1225

Brits

14 De Boer St, Brits, 0250

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 940 6061

Hammanskraal

Shop A13, Daimler St, Hammanskraal, 0400

Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed

012 711 0012

Do you have a mobile app?

▸

Yes! You can install the Cleaning Warehouse app directly from our website.

Can I become a distributor or reseller?

▸

Yes! Register with us and let's start a conversation. We'd love to understand your business and help you grow your sales with our product range.

Do you offer gift cards, vouchers, or subscription orders?

▸

Not at this stage. We don't currently offer gift cards, physical vouchers, or recurring subscription orders.

How do I leave a product review?

▸

Navigate to the product page and scroll down to the review section — we'd love to hear what you think!

How do I report a website bug or suggest a new product?

▸

Please reach out to our support team — we genuinely appreciate the feedback and take all suggestions seriously.

Do you have a referral or affiliate programme?

▸

Yes. We run an affiliate programme in partnership with schools, clubs, and NGOs through our Community Rewards initiative. Get in touch to find out more.