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Customer Care Policy

Effective Date: July 31, 2025

At Floor Cleaning Machine, customer satisfaction is one of our highest priorities. We are committed to providing high-quality commercial floor cleaning equipment together with professional customer support, technical assistance, replacement parts, and warranty service.

Please read this Customer Care Policy carefully before purchasing any product from www.FloorScrubberUSA.com.

 

1. Customer Support

Our Customer Support Team is available to assist customers with:

  • Product questions

  • Order assistance

  • Technical support

  • Replacement parts

  • Warranty claims

  • Shipping questions

  • Product operation

  • Maintenance recommendations

Most customer inquiries are answered within one business day.

 

2. Product Videos

Before purchasing, customers are encouraged to carefully review:

  • Product descriptions

  • Specifications

  • Product photographs

  • Product videos

  • Unboxing videos

  • Demonstration videos

These materials are provided to help customers fully understand the equipment before placing an order.

Customers are responsible for selecting products that meet their individual needs.

 

3. Limited One-Year Warranty

Floor Cleaning Machine provides a Limited One-Year Warranty covering manufacturing defects on eligible non-wear components.

The warranty applies only to defects in materials or workmanship under normal commercial use.

The warranty begins on the original delivery date.

 

4. What Is Covered

During the warranty period, Floor Cleaning Machine may, at its sole discretion:

  • Provide replacement parts

  • Repair defective components

  • Offer technical troubleshooting

  • Provide repair instructions

  • Replace eligible defective components

Warranty service applies only to manufacturing defects.

 

5. What Is NOT Covered

The Limited Warranty does not cover:

Normal Wear Items

Including but not limited to:

  • Cleaning Pads

  • Brushes

  • Squeegee Blades

  • Wheels

  • Tires

  • Rubber Components

  • Filters

  • Hoses

  • Belts

  • Batteries (unless otherwise specified)

  • Consumable Parts

These items naturally wear during normal operation and are considered routine maintenance items.

 

Customer Damage

Warranty does not cover damage resulting from:

  • Improper operation

  • Customer misuse

  • Abuse

  • Negligence

  • Accidents

  • Improper maintenance

  • Failure to follow the operator’s manual

  • Unauthorized repairs

  • Unauthorized modifications

  • Improper storage

  • Use of incompatible chemicals

  • Freezing damage

  • Electrical damage

  • Water damage

  • Commercial abuse beyond intended use

 

6. Technical Support

Most operating issues can be resolved without returning the machine.

Our technical support team may provide:

  • Telephone assistance

  • Email support

  • Video troubleshooting

  • Installation guidance

  • Replacement part recommendations

Customers agree to cooperate with reasonable troubleshooting before requesting warranty service.

 

7. Replacement Parts

Replacement parts are available for most models.

Warranty replacement parts are provided only after technical evaluation confirms that the failure is covered under warranty.

Non-warranty replacement parts may be purchased separately.

 

8. 30-Day Limited Return Policy

We offer a 30-Day Limited Return Policy for products that arrive with verified manufacturing defects or mechanical failures.

Returns are not accepted simply because:

  • The customer changes their mind.

  • The customer no longer wants the machine.

  • The customer ordered the wrong model.

  • The customer prefers another product.

  • The customer did not fully review the product specifications before purchase.

  • The customer no longer has a need for the equipment.

Our Website provides detailed specifications, photographs, demonstration videos, and unboxing videos to help customers make informed purchasing decisions before placing an order.

 

9. Return Eligibility

Returns may be approved only when:

  • The machine has a verified manufacturing defect.

  • The problem cannot be resolved through technical support.

  • The issue is reported within 30 days after delivery.

  • Return authorization has been issued by Floor Cleaning Machine.

Returns without prior authorization may be refused.

 

10. Customer Responsibilities

Customers are responsible for:

  • Inspecting the shipment upon delivery.

  • Reading the operator’s manual.

  • Operating the machine according to instructions.

  • Performing normal maintenance.

  • Contacting technical support before requesting a return.

 

11. Warranty Claims

To submit a warranty claim, customers should provide:

  • Order Number

  • Model Number

  • Serial Number (if applicable)

  • Description of the issue

  • Photographs

  • Videos showing the problem when requested

Our technicians will evaluate the issue and recommend the appropriate solution.

 

12. Limitation of Service

Floor Cleaning Machine reserves the right to determine whether a repair, replacement part, technical support, or other remedy is the most appropriate solution.

Not every warranty claim requires return of the machine.

 

13. Contact Us

If you need assistance regarding warranty, technical support, replacement parts, or returns, please contact us.

Floor Cleaning Machine

Website:

www.FloorScrubberUSA.com

Email:

floorscrubberusa@gmail.com

Business Hours:

Monday – Friday

9:00 AM – 5:00 PM (Pacific Time)

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