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Returns Policy for CHEMSHOP Limited

At CHEMSHOP, we are committed to providing our customers with high-quality cleaning chemical supplies. We understand that there may be times when you need to return a product, and we want to make the process as easy as possible for you.

We reserve the right to refuse a return of partially used product and product where packaging is not in its original condition or damaged. We reserve the right to charge a restocking fee of up to 20% on all returns to account for processing, receiving, and credit card fees. We also reserve the right to limit or deny returns or exchanges based on any prior return history.

Returns

To be eligible for a return, the product must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging and accompanied by a receipt or proof of purchase.

To initiate a return, please email customer services at support@chemshop.co.nz and provide your order number, product name, and reason for return. We will then provide you with a Return Merchandise Authorisation (RMA) number and instructions on how to ship the product back to us. Please do not send your product back to us without an RMA number, as this may delay the processing of your refund or exchange.

You will be responsible for the cost of return shipping, unless the product was defective or the wrong item was shipped, you are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend that you use a trackable shipping service or purchase shipping insurance, as we cannot guarantee that we will receive your returned item.

Note: Dangerous Goods require specific shipping methods, you must not try to ship Dangerous Goods via a standard service. Contact us for advice or help with arranging return shipping of Dangerous Goods.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 working days.

Exchanges

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your exchange. If you request an exchange, we will ship the replacement product to you as soon as possible, subject to availability. You will be charged our usual shipping rates for the exchanged item.

Damaged or Defective Items

If you receive a delivery with damaged or defective/leaking packaging, this must be noted on the shipping documentation, and you should not take receipt, or accept delivery of the product. 

Please take photos and email them with the rejected shipping documentation to our customer service team at support@chemshop.co.nz  immediately. We will arrange for a replacement to be sent to you and for the damaged or defective item to be returned to us.

Contact Us

If you have any questions about our Returns Policy, please do not hesitate to contact our customer service team at support@chemshop.co.nz. We are always here to help.

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