Refund policy
Return and Refund Policy
At CHEMWAY we want you to be completely satisfied with your purchase. If you are not happy with your order, please review our return and refund guidelines below.
1. Returns
Eligibility for Return:
- We accept returns within 30 days of the delivery date.
- The item must be unused, in its original condition, and with all original packaging, labels, and tags still intact.
- Items that are final sale, customized, or perishable are not eligible for return.
- If your return does not meet these criteria, it may be subject to rejection.
How to Return an Item:
- Contact our customer service team at sales@chemway.co.uk to request a return authorization (RA) number.
- Once approved, pack the item securely and include your order number and RA number.
- Return the item to the address provided by our customer service team.
Please note: Customers are responsible for return shipping costs unless the return is due to a mistake on our part (e.g., damaged or incorrect item).
2. Refunds
Refund Process:
- Once we receive your returned item and confirm it meets our return policy, we will issue a refund to the original payment method within 7-10 business days.
- Please note, shipping fees are non-refundable unless the return is due to a mistake made by us.
Partial Refunds: In some cases, you may receive a partial refund if:
- The item is not in its original condition (e.g., damaged, opened, or missing parts).
- The return is outside the 30-day return window.
3. Exchanges
- If you'd like to exchange an item for a different type please follow the return process above and place a new order for the desired item.
- Once we process your return, we'll issue a refund to the original payment method.
4. Damaged or Incorrect Items
If you received a damaged or incorrect item, please contact us within 7 days of receiving your order, and we will:
- Provide a prepaid return label for the damaged or incorrect item.
- Issue a full refund or send you a replacement at no extra cost.
Please include photos of the damaged item or the incorrect product when contacting us to expedite the process.
5. Cancellations
Orders can be cancelled within 12 hours of placing the order, provided the item has not yet shipped. If you wish to cancel your order, please contact us immediately.
6. Non-Refundable Items
Certain items are non-refundable, including:
- Gift cards
- Downloadable software or digital products
7. Damaged or Incorrect Chemical Products
If you receive a damaged or incorrect chemical product, please contact us within 7 days of receiving the order. We will:
- Provide a prepaid return shipping label for damaged or incorrect items.
- Offer a full refund or send a replacement product at no additional cost.
When reporting damaged or incorrect products, please include clear photos of the product and packaging. This helps us process your return or refund more efficiently.
8. Safety & Handling Considerations
For the safety of our customers and in compliance with shipping regulations, we cannot accept returns on opened, partially used, or expired chemical products. We also reserve the right to refuse returns if the product appears to have been improperly stored or handled.
Please carefully review all product details, including ingredients, specifications, and usage instructions before making your purchase.
9. Non-Refundable Chemical Products
The following chemical products are non-refundable:
Heavy Duty Degreaser, BAC50 Benzalkonium Chloride, Sodium Hypochlorite, B5-PRO, Softwash Surfactant, Wood Restorer, Gutter Wash, BlackSpot Remover.
- Opened or partially used chemical products
- Products that are marked as "final sale" or "non-returnable" at the time of purchase
- Items that have been altered or modified in any way after receipt
10. Questions or Concerns
If you have any questions or concerns regarding your return or refund, feel free to reach out to our customer service team at sales@chemway.co.uk. We're here to help!