FAQ

Your quick guide to everything Imaxclean — from ordering and payments to delivery and support. Find answers to our most common customer queries here.

Why Imaxclean?

At Imaxclean, we combine quality products with competitive pricing and reliable service. We focus on timely delivery, consistent stock availability, and maintaining strict quality control, ensuring you get exactly what you order — when you need it.

Common market challenges include:

  • Delays in delivery – We maintain strong logistics partnerships to ensure faster, on-time delivery.
  • Inconsistent quality – Our products undergo strict quality checks to guarantee consistent standards.
  • High prices – We offer competitive pricing without compromising quality.
  • Stock shortages – We plan inventory ahead to ensure popular products are always available.

Orders & Delivery

You can place orders directly on our e-commerce platform or through our sales team via phone or email.

Yes, we deliver to all locations in Kuwait. Delivery times vary based on location and stock availability.

Yes. Once your order is confirmed, you’ll receive a tracking number or delivery confirmation update from our team.

Orders are usually delivered within 24–48 hours in most areas. For urgent requirements, same-day delivery may be available in selected locations (subject to stock and order time).

Yes. For first-time customers, our team may contact you to verify your order details, delivery address, and payment method before processing.

Yes. We can arrange scheduled deliveries for businesses or recurring supply needs to ensure you never run out of essential products.

Our team will inform you immediately and offer alternatives, a backorder option, or a full refund for the unavailable item.

Delivery charges may apply based on your order value, location, and any ongoing promotions. Free delivery is available for qualifying orders.

Yes, you can request an address change before the order is dispatched. Once shipped, address changes may not be possible.

If your order is delayed beyond the expected delivery time, please contact our customer service team for an update and assistance.

Bulk order and Credit Facility

You can place bulk orders directly through our Bulk Order Form on our e-commerce platform or by contacting our sales team.

Bulk orders can be paid via:

  • Cash on Delivery
  • Bank Transfer
  • Request Credit Facility (subject to approval)

When filling out the bulk order form, select “Request Credit Facility” as your payment preference. You will then need to provide:

  • Company CR Number (Commercial Registration) – Upload copy
  • Civil ID or Authorized Signatory ID – Upload copy
  • Previous Purchase Invoices (optional)
  • Requested Credit Limit (amount)
  • Preferred Payment Terms (15, 30, or 60 days)

Your application will be reviewed by our credit team. Credit terms are subject to approval, and we will contact you to finalize arrangements. This may include signing a digital or manual agreement.

No. If you have an active credit facility, the system will automatically recognize your account. You will receive:

  • Special pre-approved discounts
  • Automatic payment terms applied at checkout
  • Payment due in X days from delivery (as per your agreement)

Credit limits and payment terms are approved by our credit department based on your submitted documents, previous purchase history, and internal evaluation.

Once approved, you will receive an official confirmation email with your credit limit, payment terms, and applicable discounts. Your customer dashboard will also display:

  • Approved credit limit
  • Credit used
  • Payment terms
  • Pending invoices and due dates

Approved credit customers can place orders without upfront payment. Invoices will be generated with a clear due date, and payment must be made within the agreed terms.

Yes. Our system automatically sends payment reminders:

  • Before the due date
  • On the due date
  • After the due date (overdue alert)

We do not charge monetary penalties for late payments. However, if payments are overdue, your special corporate customer discount will not be applied to your next order. Additionally, service suspension may be applied after a manual review and verification by our credit control team..

A link to our full Credit Terms & Conditions is available at the bottom of the Bulk Order Form and in your customer dashboard.

Payments & Credit Facility

We accept KNET,  and bank transfers, Cash and Cheque

Submit your company details to our team for manual verification. Credit facilities are approved only after both parties sign an official agreement.

Yes, all transactions are processed through secure, encrypted channels.

Products & Stock

We update our inventory regularly. If an item is out of stock, we will suggest an alternative or provide an estimated restock date.

Yes, we offer bulk purchasing at special rates. Contact our sales team for a custom quote.

Absolutely. We only supply genuine, high-quality products from trusted brands.

We provide all kinds of customization, including private labeling, custom sizes, and packaging. Once we receive your request, our sales and product development team will contact you to discuss the details and provide a tailored solution.

We can source and procure any type of cleaning product or brand based on your request. Our procurement team will work to find the exact product you need.

Yes. We work closely with contractors to supply materials according to their schedules, convenience, and specific requirements. This ensures they receive the right products at the right time.

Returns & Refunds

We accept returns for defective or incorrect items within 7 days of delivery, provided the products are unused and in their original packaging.

Refunds are processed within 5–7 business days after the returned product has been inspected and approved.

Account & Privacy

Simply sign up on our website or contact our support team for assistance.

All customer information is kept strictly confidential and is never shared with third parties without your consent.

Yes. Our website uses SSL (Secure Sockets Layer) encryption to protect your personal and payment information during transmission. This ensures all sensitive data is secure from unauthorized access.

Our servers are hosted in secure, enterprise-grade data centers with 24/7 monitoring, advanced firewalls, intrusion detection systems, and regular security updates.

Yes. We perform scheduled maintenance and continuous monitoring to ensure our platform runs smoothly, securely, and without interruption. Customers are notified in advance of any maintenance that may affect service availability.

Yes, you can request an update to your account information at any time through your account dashboard or by contacting our support team.

Change your password immediately and contact our support team. We will investigate and take steps to secure your account.

We regularly review and update our privacy and security measures to align with the latest industry standards and regulations.

Contact & Support

You can contact us via phone, email, or our website contact form. Our team is available Saturday  to Thursday, 9 AM – 6 PM.

Yes, our customer service team is available to assist you with product issues, returns, or any post-purchase concerns.

Legal & Disputes

We always aim to resolve any issues through open communication and negotiation, with maximum flexibility to reach a fair outcome for our customers. However, if a resolution cannot be reached, all disputes will be subject to the laws and judiciary of the State of Kuwait.