Refund Policy

1. General Policy
1.1 ECO-CHEM SA aims to ensure customer satisfaction and product quality.
1.2 Refunds are handled in accordance with the Consumer Protection Act of South Africa (CPA) where applicable.
1.3 Refunds are only processed under qualifying conditions as outlined below.

2. Eligibility for Refunds
A refund may be requested only under the following circumstances:

2.1 The wrong item was delivered by ECO-CHEM SA.
2.2 The product was damaged or leaking upon delivery.
2.3 The product has a valid manufacturing defect.
2.4 The product is unused, unopened, and in its original packaging within 7 days of delivery.
2.5 Returns must be first approved by ECO-CHEM SA before being sent back.

3. Non-Refundable Items
Refunds do not apply to:

3.1 Opened or used chemical products.
3.2 Custom-mixed products or special orders.
3.3 Bulk industrial orders supplied on request.
3.4 Clearance or promotional sale items.
3.5 Products damaged due to misuse, negligence, or incorrect application by the customer.
3.6 Items returned without original packaging or missing components.

4. Refund Process
4.1 To submit a refund request, the customer must contact ECO-CHEM SA via [Insert Email] within 7 days of receiving the order.
4.2 The following must be provided:

Order number
Reason for refund
Photos of product condition (if damaged)
4.3 ECO-CHEM SA will review the request within 2–3 working days.
4.4 If approved, return instructions will be sent. Products must be returned to the provided address.

5. Return Shipping Costs
5.1 If the return is due to an error by ECO-CHEM SA (damaged, defective or incorrect item), return shipping costs will be covered by us.
5.2 For all other returns, the customer is responsible for courier fees.

6. Refund Timeframe
6.1 Refunds are processed once the returned items have been inspected and approved.
6.2 Refunds may take 5–10 working days to reflect depending on the payment method and bank.
6.3 Refunds will only be made to the original payment method used.

7. Order Cancellations
7.1 Orders may only be cancelled before they are dispatched.
7.2 If an order has already been shipped, it cannot be cancelled and must follow the official return process.
7.3 ECO-CHEM SA reserves the right to charge a handling fee for order cancellations.

8. Exchanges
8.1 Exchanges may be granted instead of refunds, depending on the nature of the issue and stock availability.
8.2 Exchanges follow the same approval process as refunds.

9. Incorrect Banking Details
9.1 ECO-CHEM SA will not be held responsible for refunds sent to incorrect bank accounts provided by the customer.

10. Contact Details
For refund queries, contact:
Email: info@ecochemsa.co.za