Refund policy

Returns & Refunds Policy

At Chemway, we want you to be happy with your purchase. If you need to return an item, please read the following policy carefully.

1. Change of Mind Returns

For most products purchased online, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations. Chemway will also accept eligible change-of-mind returns up to 30 days from the date of delivery, subject to the conditions below.

To be eligible for a change-of-mind return:

  • The item must be returned to Chemway within 30 days of delivery.
  • The product must be unused, unopened and in its original condition.
  • The product must be returned with all original packaging, accessories, manuals and components.
  • The item must be in a condition suitable for resale.
  • Products must not have been installed, assembled, operated, filled with chemicals, connected to equipment or otherwise used.
  • The customer is responsible for the cost of returning the item.

Return Collection

If you would like to return a large, heavy or awkward item, Chemway can arrange a suitable carrier collection on your behalf.

The cost of the return carriage will be payable by the customer and will be confirmed before the collection is arranged.

Once the goods have been collected, responsibility for the safe return of the goods remains with the customer until they have been received by Chemway.

Customers are welcome to arrange their own return, provided the goods are adequately packaged and sent using a suitable tracked service.

2. Restocking Fee

For eligible change-of-mind returns, Chemway may apply a 10% restocking fee to cover the costs associated with handling, inspecting, repackaging and returning products to saleable stock.

Where an item is returned in its original, unused and fully resalable condition, Chemway may, at its discretion, waive the restocking fee and issue a full refund.

The restocking fee does not apply where the return is being made because the product is faulty, damaged, incorrect or not as described, or where applicable law requires a full refund.

3. Inspection of Returned Goods

All returned products are inspected upon receipt.

If the product is received in new, unused and fully resalable condition, we will process the applicable refund.

If the product shows signs of use, installation, operation, contamination, damage or handling beyond what is reasonably necessary to inspect the product, we may reduce the refund to reflect any resulting loss in value, where permitted by law.

For products that have been used to an extent that they are no longer suitable for resale, Chemway reserves the right to refuse a change-of-mind return and return the product to the customer at the customer’s expense.

This does not affect your statutory rights where the product is faulty, damaged, incorrect or otherwise does not conform to the contract.

4. Damaged Goods

Please inspect your delivery as soon as possible after receiving it.

If your product arrives damaged, you must contact Chemway within 24 hours of delivery, providing photographs of:

  • The product and the damage
  • The packaging
  • Any visible damage to the outer packaging
  • The delivery label

This allows us to investigate any potential carrier damage quickly and raise a claim where necessary.

Failure to report damage within 24 hours may make it significantly more difficult for us to pursue a carrier claim. However, this does not affect your statutory consumer rights.

Where an item has been damaged in transit, please do not use or install the product until we have advised you how to proceed.

5. Faulty Products

If you believe a product is faulty, please contact us as soon as possible with details of the issue.

Faulty products are dealt with separately from change-of-mind returns and will be assessed in accordance with your statutory consumer rights and any applicable manufacturer’s warranty.

Please do not return a suspected faulty product without contacting us first, as we may need to arrange an inspection, repair, replacement or appropriate return service.

Where a product is confirmed to be faulty and the customer is entitled to a remedy, Chemway will cover the appropriate return costs.

6. Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

Where a refund is due, it will normally be issued to the original payment method.

Refunds will be processed as soon as reasonably practicable following completion of our inspection and in accordance with applicable consumer law.

Original delivery charges may be refundable where required by law. Additional delivery charges selected by the customer, such as premium delivery options, may not be refundable where permitted by law.

7. Large, Heavy and Special-Order Items

Some of the equipment supplied by Chemway is large, heavy or specially prepared for the customer.

Where a customer is returning an item due to a change of mind, the customer remains responsible for the reasonable cost of returning the goods.

This includes, where applicable:

  • Pressure washers
  • Water-fed systems
  • Pure water systems
  • Water tanks
  • Hose reels
  • Van-mounted equipment
  • Palletised goods
  • Large or heavy machinery
  • Specially prepared equipment

Chemway can arrange the return carrier for the customer to make the process easier. The applicable return carriage charge will be payable by the customer before collection.

8. Items That Cannot Be Returned Due to Their Nature

Certain products may not be eligible for change-of-mind returns due to their nature, including products which have been opened, used, contaminated, mixed, diluted or otherwise altered where this makes them unsuitable for resale.

This may include certain chemicals, consumables, made-to-order products, specially configured equipment and other products where applicable.

Where statutory cancellation rights apply, Chemway will comply with all applicable legal requirements.

9. How to Request a Return

To request a return, please contact Chemway before sending any goods back.

Please contact: sales@chemway.co.uk

Please provide:

  • Your order number
  • The product you wish to return
  • The reason for the return
  • Photographs where relevant
  • Your preferred return method

We will then provide the appropriate return instructions and, where requested, arrange a suitable carrier collection.

Please do not send goods back without contacting us first.

Important

Nothing in this policy affects or limits your statutory rights as a consumer. Where goods are faulty, damaged, incorrectly supplied, misdescribed or otherwise do not conform to your legal rights, those returns will be handled in accordance with applicable UK consumer legislation.

Chemway reserves the right to update this policy from time to time.