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John Hutchings Help Hub

Welcome to the John Hutchings Help Hub! Here, we provide answers to the most commonly asked questions by our visitors. Whether you're curious about our range of products, need details on our services, or have queries about orders and deliveries, you'll find comprehensive and clear answers here. We aim to make your experience with John Hutchings as smooth and informative as possible.

Account & Ordering Information

About Orders and Order Confirmations

Yes, you will need to have an approved account to place an order. You will be able to access information about your order directly from the account hub and gain access to the numerous benefits that having an account allows us to offer you.

No, unfortunately you will not be able to check out as a guest on our website as it is for business and trade customers only, so you will need an approved account in order to be able to place an order or view prices on this website.

If you would like to apply for a business account, please click on the button below.

If you have created an account, then the Account Hub is your central hub for everything to do with your account and purchases.

The Account Hub is made up from 3 sections, where you can change or add details, view orders, download manuals or material safety data sheets and change your marketing preferences.

The sections and the tasks that you can undertake are:

MY ACCOUNT

Edit your account information - You can change your personal contact details in this section such as your name, telephone number and email address. Please remember that If you change your email address, this will become your new login the next time you wish to login to your account.

Change your password - Allows you to change your password, if required.

Modify your addresses - This allows you to add or change any addresses you would like to store for delivering orders to in. You should always set you Payment Address as your default address (this can be found at the bottom of the EDIT page for addresses) as having a payment address that differs from those of your payment methods will result in your order being unsuccessful due to failing the PSD2 Strong Customer Authorisation legislation. You can only have one default address.

Modify or view your saved for later list - On every product page there is a button that you can use to add the product to your saved for later list. This will enable you to create a "wish-list" of products that you can simply add to your shopping cart when you wish to purchase them. You are able to view simply view your saved for later list, check the stock-level of a saved for later item, delete a product from the list or add a product to your shopping cart.

MY ORDERS

View your order history - Here you will find a list of the previous orders you have placed using this account. By clicking on the View button (the eye icon), you will be able to view the details of that specific order including the status of the order, re-order a specific item from that order or download a copy of your invoice.

Downloads - The downloads section will have a list of orders and their related downloads that to any items you have ordered previously.

MARKETING & INFORMATION

Change email preferences - You can use this section to opt-in or opt-out of receiving our exclusive offer emails and new product release newsletters.

GDPR tools & reporting - You can use our GDPR tools to correct the data we hold in account information, download the data that we have stored on our website, request a report on the data we hold for you and request to have your personal data deleted.

After you have completed your order and either selected to pay by your approved credit account or have successfully completed a payment using either Lloyds Cardnet (for Card Payments) or PayPal, you should see an order confirmation page with the heading THANK YOU FOR YOUR ORDER, this is confirmation that the payment or order has been authorised and your order has been submitted for further processing by our online sales team.

You should also receive a confirmation email within a few minutes of placing your order which will also provide a summary of what you have ordered. If you do not have appeared to have received this email confirmation in your email INBOX, please check whether it is in your SPAM or JUNK email folder as your email app may have incorrectly treated the email as a junk or spam email in error.

If you are not returned back to our website and don't see an order confirmation with the heading THANK YOU FOR YOUR ORDER and your order did not return from the Lloyds Cardnet (card payments) or PayPal payment processing pages, then there may be an authorisation issue. Whilst this doesn't always affect your payment i.e., we do actually receive the payment, it results in the order not being finalised on our website.

The first thing to do is DON'T PANIC, we can check for your transaction and retrieve your order, but this sometimes may not always be spotted immediately, so may slightly delay the processing of your order.

This authorisation error can be caused by virtual wallet systems such as Apple Pay or Google Pay as they use a slightly different authorisation system due to the fact they are using virtual card details in place of your actual card details

If you believe you have been affected by this issue, please contact us and let us know the date and value of your order and we can look into this further for you.

Your order goes through a number of stages as we process your order and despatch it out to you. At each stage your order is updated to one of the statuses below, you will receive a confirmation email to inform you of the change in status of your order.

The statuses we use are:

  • Card Payment Authorised - means that your card payment was successfully processed and your order is waiting for further processing by our warehouse team

  • PayPal Payment Authorised - means that your PayPal payment was successfully processed and your order is waiting for further processing by our warehouse team

  • Order Received - In Stock - means that all of the items on your order are in stock and your order has been selected by our warehouse for picking & packing

  • Order Received - Stock Due Soon - means that some or all of the items on your order may not be in stock and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order

  • Order Delayed - means that some or all of the items on your order may not be in stock or there was an issue found with something you have ordered, and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order or we have rectified the issue affecting your order

  • Order Paused - Under Review - means that we have identified an issue with your order such as an incorrect post code or telephone number for example and have contacted you and requested more information. Once we have received the additional information we have requested, your order status will change to reflect your response

  • Order Cancelled - By Request - means that we have received your order cancellation request and are processing this for you. Once completed we will issue a full refund for your order

  • Order Cancelled - Order Issue - means that we have cancelled your order because their is an issue with your order such as an address discrepancy or if there is an issue with a product e.g., there is a supply issue or the product has been discontinued. We will cancel your order and issue an immediate refund for your order

  • Order Amended - means that we have either made changes to your order at your request or we have made a change to your details as a result of a request for more information from you. Once amended, your order status will change to reflect any changes

  • Order Refunded - means that we have issued some form of refund (either full or partial) for your order as a result of a cancellation request, an amendment to the order or we have received returned items for this order

  • Your Order Has Shipped - means that your order has been booked for collection with our delivery partners and will be collected that day. Within the body of the email you receive, you should find a delivery tracking link for you to follow the progress of your order with our delivery partner

  • Your Order Is Ready To Collect - means that if you have chosen the click and collect delivery option, then your order is waiting for you and is ready to collect from our store

You are also able to find the status of your order by clicking on the button below and then selecting the order you wish to find out more about. At the bottom of the order's page, you will find an Order History section, which will show you the current status of your order.

    About Cancellations & Returns

    You can cancel your order without giving any reason as long as we have not despatched the order or notified you of the despatch from our warehouse within 30 days of placing your order. You may submit your cancellation request by using the button below and our customer services team will notify you if this has been successfully undertaken for you. We may still be able to cancel your order, even if we have notified you that it has been despatched providing 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 you have been notified that your order has been shipped, unfortunately you will need to wait for the items to be delivered and then return the item(s) once your order has been delivered. You can find out about how to do this in the question "HOW DO I RETURN AN UNWANTED OR INCOMPATIBLE ITEM"

    You can make an order cancellation request using the button below.

    If you wish to return a product that is no longer required, is incompatible, or you have changed your mind, we accept returns for a full refund of the actual product(s) returned. Items must be unused and in original packaging, received within 30 days of purchase.

    Upon shipping, we will notify you of the return deadline, displayed on the Return Slip included in your order. If a returned item is damaged or received after the return deadline, we reserve the right to charge a 20% restocking fee or deduct for any damage or signs of use from your refund.

    You should have received a Return Slip with your delivery. Use this Return Slip to send back all or part of your order. Indicate the item(s) being returned, quantity, and reason, then sign and date the Slip.

    If you need a duplicate Return Slip, you can request one. We will email a copy to the address on file for your order.

    Include the completed Return Slip in the return package. This helps us identify your return and expedite processing. Return shipping is at your cost.

    Do not return items without a Return Slip as it may delay or negate any refund.

    You can let us know that you are returning a product(s) and request a Return Slip by clicking the button below.

    If a product has been delivered to you and it arrives damaged, is faulty or becomes faulty within 30 days of purchase, we wholeheartedly apologise for the inconvenience this has caused you and assure you that we will do our utmost to assist you and resolve this just as quickly as we can.

    You will need to reach out to our customer services team who will contact you and discuss with you the best course of action to remedy the issue so that you will experience the least amount of downtime and inconvenience for you and your organisation.

    Simply click on the button below to start the support process.


    We strongly advise against refusing a delivery if you have changed your mind. If you choose to refuse the delivery, we will incur charges from our delivery partner to have the item or order returned to us. This will result in further deductions from any refund due to you. Additionally, we will not be liable for any extra costs if the delivery partner loses or damages your order. If this occurs, you may also not be eligible for a refund.

    While we understand that this may seem inconvenient, we recommend accepting the delivery and returning the item afterward if necessary as this will ensure that your return is correctly managed and any refunds due are processed quickly for you. For detailed information on how to return unwanted items, please refer to the section titled "HOW DO I RETURN AN UNWANTED OR INCOMPATIBLE ITEM?" above.

    About Our Delivery Services

    If you’re not in when our delivery partner tries to deliver your order, and they were not instructed to leave them in a safe secure place, they will leave a calling card notifying you of the time the delivery was attempted. A Delivery will be attempted three times before the parcel is returned back to us.

    Unfortunately our delivery partners do charge us to do this, so once your order has been returned back to us, we will issue a refund for your missed order but deduct the cost of the return back to us from the final refund amount.

    As we do not export products outside of the United Kingdom, so you are not able to have orders delivered outside of the United Kingdom.

    That is generally not a problem, however there is legislation in place for PSD2 Strong Customer Authentication that you need to be aware of. In 2022 a law was passed with the sole intention of making online payments safer and more secure. As a result, DO NOT CHANGE your payment address details, these must match the details your bank, card provider or PayPal have stored for your chosen payment method.

    If you want to add a delivery address, this can be undertaken in one of two ways, depending on which method suits your requirements.

    Method 1 - You either have an existing account or would like to create a new account

    This method is best if you want to store your alternative delivery address for future orders. To do this, just follow the instructions below.

    1. If you are not already logged in to your account or need to create a new account, you will need to either log in or create a new account. This can be done in your Account Hub.
    2. Once you have either created your new account or have logged in to your existing account, in the Account Hub, click on the MODIFY YOUR ADDRESSES button and you can edit an existing address or add a new address depending on your preference. Make sure you DO NOT alter the address details that relate to your payment method though.
    3. Add items to your order and at the checkout stage, because you are logged in, you will see a drop down box in the payment details panel. Make sure that you select the address in the payment details panel that relates to your payment method.
    4. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Simply select the address created in step 2 from the drop down box and this will be the address your order will be delivered to.

    Method 2 - You do not need to save the delivery address

    This method is ideal where you need to create a one-time delivery address as it does not save the address for future use even if you are an existing account customer.

    1. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Fill in the address details you wish your order be delivered to and we will use this address to deliver your order. Your delivery address details will not be saved for future use and if you wish to use them again, you will need to re-enter them for any subsequent orders.

    As soon as your order becomes available for despatch, we will email you with tracking details so you can track your order. We will despatch your items once the stock is available to us or the issue delaying your order has been resolved. If you can't find or didn't receive your tracking email, you can track your order in your Account Hub if you have an existing account and you were logged in before placing your order and click on the VIEW YOUR ORDER HISTORY button. Tracking details will be displayed there against your order.

    Login To Your Account Hub


    Our pallet delivery service has nationwide coverage using members of The Pallet Network. The Pallet Network provides award-winning service levels by using 125 independent partner hauliers and more than 143 depot locations across the United Kingdom. It is a fully tracked service, so we will provide you with tracking details once we have despatched your order.

    Wherever possible we request that the delivery is completed using a vehicle with a tail lift capability to ensure that you have no issues with your order being unloaded at it's destination. All pallet deliveries are carried out using lorries, so if there are any access issues that could cause problems such as height, weight or width restrictions you should contact our customer services team on 01502 563846 and advise us as soon as you possibly can, preferably before we despatch your order.

    Please note that it is extremely important that you are available to receive your delivery as unlike our other delivery partners (Parcelforce, DHL Express and Royal Mail), they will not leave with a neighbour or in a safe place even if you request it. If you miss the initial delivery attempt for any reason, any subsequent attempts to redeliver will have additional charges for each attempt.

    About our store and Service & Repair Services

    About Our Store

    A working day is classed as a weekday, Monday to Friday from 08:00am to 05:00pm. A working day excludes Saturdays and Sundays as well as any national Bank Holidays.

    Our showroom and warehouse are located on an industrial estate adjacent to the Lowestoft Gateway Retail Park just 0.5 miles from the A12 the main route into and through Lowestoft itself from the south, 2.4 miles from the A146 the main route into Lowestoft from the east and 3.2 miles from the A47, the main route into Lowestoft from the north. If you click on the button below, it will open a map of our location on what3words in a new browser tab. From there, you will be able to share the map, or open it in navigation apps such as Citymapper , Google Maps, Bing Maps or Waze

    We have ample free parking facilities on our site with concrete and gravel hardstanding, and you can park wherever is most convenient for you.

    There is a drop off point as you come into the car park by the brick weave main entrance to the showroom. You can use this area to drop off passengers only, and then park in an appropriate area away from the entrance. You should not wait at the drop-off point as it is the main access route for our loading bays, which are in constant use.

    Please do not use the drop-off point for unloading of items. If you need to unload your vehicle and require assistance to do this please ask a team member, they are more than happy to provide assistance.

    A team member is always available to help and assist customers however they can. Our team members are happy to take heavy items and load them into your car or van on request. We can provide seating upon request if you require it. Our showroom does not play background music.

    Our showroom has a level brick weave approach to the main front door. The front door features double doors where one-side is left unlocked for customer access, which manually opens inwards. The second door can be unlocked for wider access on request. Each of these doors have an access width of 740mm (29 inches) for a combined access of 1480mm (58 inches)

    There is a very slight threshold about 8mm high between the brick-weave outside pavement and the internal floors of the showroom, however the external brick weave and internal floors are level. The showroom has a mix of hard floors (ceramic tiles, Altro safety flooring and Karndean vinyl). There are dark entrance mats inside the front doors and in front of the main counter and a circular section of dark grey Karndean vinyl in the centre of the showroom that may be perceived as a hole, if visually impaired.

    We do not have a publicly available toilet facility.

    We do not have publicly available toilet facilities or baby changing facilities, however a wide access toilet can be made available in an emergency, but please be aware that it does not have disabled facilities.

    About Our Servicing & Repairs

    Yes, assisting our commercial customers with all breakdowns is one of our highest priorities. Our on-call engineers can provide efficient and effective on-site support in the event of equipment failure which could affect the operation and productivity of your business.

    Wherever possible, our engineering team can provide same-day solutions to unexpected and inconvenient cleaning equipment breakdowns helping to minimise costly disruption to your business.

    As one of the top dealerships in the United Kingdom, John Hutchings specialises in the supply of industry leading pressure washers and other cleaning equipment from the UK's top brands.

    With over 30 years of experience in cleaning equipment, John Hutchings Services Ltd has skilled engineers that are highly competent in the servicing and repair of machinery from many leading brands.

    You'll be pleasantly surprised at how reasonable our charges are!

    To find out about all the makes and brands we can service and repair, simply click on the button below to visit our dedicated John Hutchings repair and service website where you will find out everything you need to know!

    Absolutely, Yes!

    Whether you have a faulty pressure washer, steam cleaner or scrubber drier, our engineers’ vehicles are stocked with genuine manufacturer replacement parts. Even if we don’t have the necessary part to hand, our trusted suppliers allow us to order and receive it rapidly allowing us to get you up and running again with minimal disruption to your business.

    We don’t use non-genuine or aftermarket replacement parts as there is simply no guarantee of their performance and reliability. When health and safety is at risk, it’s just not worth compromising on quality.

    Don't worry, we have that covered too!

    In some cases, our engineers may need to remove your cleaning equipment for off-site repair in our fully equipped workshop facilities.

    If this is the case, we can provide courtesy equipment as a temporary solution, if requested. This will enable you to continue to keep your premises clean and safe whilst your machinery is being restored to full working order.

    A nominal charge may apply to any courtesy machine where the customer is not on a John Hutchings Service Contract plan.

    The areas we directly cover for Professional and Commercial Machines are detailed on our dedicated John Hutchings Services Service & Repair website.

    If you can't see your postcode area in the list please contact us as we may still be able to help.

    To see a list of postcode areas and a visual map of our operating area please visit our John Hutchings Services dedicated Repair & Servicing website.

    To view the relevant page simply click on the button below.

    Contact our team

    If you have a question that isn't covered on this page, feel free to reach out to our customer support team for further assistance. We're happy to help!