Freight & Returns Policy for CHEMSHOP Ltd.

Nationwide Shipping: We partner with specialised delivery providers such as Chem Couriers/Mainfreight, depending on the size of the order and the classification of any dangerous goods. Our shipping rates are at or near cost to ensuring you receive the most economical rates.

Auckland Regional Deliveries: Our delivery partners service the greater Auckland region, with some exceptions. Enjoy complimentary delivery on all orders exceeding $198 (Plus any Dangerous Goods Fees, T&C’s Apply.).

Please note,

1. There are some areas that are simply not feasible to commercially deliver to for free. We will advise as soon as we are made aware of this.
2. Due to the operational nature of our delivery partners, we are unable to deliver Dangerous Goods to Rural Addresses. Please provide an alternative shipping address in these cases.

Dangerous Goods & Special Handling Items: Products such as Hydrogen Peroxide and other oxidisers are not eligible for standard delivery due to safety considerations. These items must be shipped via specialised chemical couriers, we charge a small flat fee to cover the additional service cost.

Urgent Deliveries: Given the specialised handling required for our products, we cannot guarantee same-day delivery. We strive to dispatch orders the following day. In urgent situations, we will do our best to accommodate delivery requests, but this service is subject to availability. Please contact us to discuss options – warehouse collections can be organised with prior notice.

Auckland Regional Delivery Coverage:

• South-East Auckland: Includes Pukekohe, Papakura, Clevedon, Hunua, Ardmore, Manurewa, Penrose, Onehunga, East Tamaki, Howick, Pakuranga and Bucklands Beach.
• North-West Auckland: Covering areas from Whangaparoa to Kumeu/Huapai and including Henderson, Ranui, Glenfield, Albany, and Auckland City.

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.

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.