Effective Date: 8/11/2011
Last Updated: 8/13/2025
At Chemicaland, we strive to ensure that every purchase meets your expectations. This Refund & Return Policy outlines the conditions under which returns, refunds, or replacements may be processed. By making a purchase from Chemicaland, you agree to the terms outlined herein.
1. Eligibility for Returns
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Products are eligible for return or replacement only if:
- They are damaged, defective, or incorrect upon delivery.
- They are returned within 7 business days of delivery.
- They remain unopened, in the original packaging, and in a resalable condition (unless damaged or defective).
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Non-returnable items include (but are not limited to):
- Custom orders or specially formulated products.
- Perishable or time-sensitive chemicals.
- Products that have been opened, tampered with, or partially used.
- Safety equipment or consumables (due to hygiene and contamination risks).
2. Return Process
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To initiate a return:
- Contact our Customer Service at [Insert Email/Phone] within 48 hours of delivery.
- Provide your order number, product details, and reason for return.
- Attach clear photos of the product and packaging to support your claim.
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Once approved, we will provide:
- A Return Merchandise Authorization (RMA) number.
- Return shipping instructions.
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Customers are responsible for return shipping costs unless:
- The product was damaged, defective, or incorrectly shipped by us.
3. Refund Process
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Refunds will be processed:
- Only after we receive and inspect the returned product.
- To the original payment method used for purchase.
- Within 7–14 business days after return approval.
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Refund amounts will:
- Include the purchase price of the product.
- Exclude original shipping charges (unless the return is due to our error).
4. Replacement Policy
If you prefer a replacement instead of a refund:
- We will ship the replacement item after verifying the returned product.
- If the item is no longer in stock, you may choose:
- An alternative product of equal value.
- A full refund (excluding shipping unless due to our fault).
5. Order Cancellations
- Orders may be cancelled within 12 hours of placement, provided they have not yet been processed or shipped.
- Cancellation requests after shipment will be treated as a return and will follow this policy.
6. Damaged or Missing Items
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If your order arrives damaged, defective, or with missing items:
- Report it to Customer Service within 48 hours of delivery.
- Provide photo evidence for review.
7. Exceptions & Legal Compliance
We reserve the right to refuse a return or refund if:
- The product does not meet our return eligibility criteria.
- The request is fraudulent or abusive.
This policy does not limit your statutory rights under applicable consumer protection laws.
Contact Information
For return, refund, or cancellation inquiries:
📧 Email: info@chemicaland.co.ke
📞 Phone:+24707360425
🏢 Address: Uzuri Godowns, 12 Nadume Rd, Nairobi, Kenya