Refund policy
INTERCLEAN CHEM PTY LTD – Returns, Refunds & Exchange Policy
At InterClean Chem, we are committed to supplying quality products accurately, safely, and in accordance with the specifications confirmed at the time of purchase. Please read this policy carefully before completing your order.
1. Return Period
Our Returns and Refunds Policy lasts 3 days from the date of delivery. Unfortunately, if 3 days have passed since your item was delivered, we are unable to offer a refund or exchange, except where required by applicable South African law.
To be eligible for a return, your item must be unused, unopened, and in the same condition in which you received it, including its original packaging. Proof of purchase or a valid receipt is required to complete any return.
Please do not send your purchase back to the manufacturer.
2.Excluded Products
Due to the nature of many products we manufacture and supply — including raw materials, industrial and household detergents, floor care products, personal care chemicals, laboratory chemicals, paints/coatings, rubberized products (such as roof rubberize, sealants and waterproofing paint), and other chemical, hazardous, or flammable materials — we maintain a strict returns policy for safety, traceability and quality-control reasons. Products listed under our Chemical & Hazardous collection are classified as final sale and cannot be returned or cancelled once ordered, as we cannot verify how they were stored, handled, transported or exposed after delivery.
3. No Returns for Change of Mind
Once you have received goods that are correctly supplied, undamaged, and in accordance with your order, InterClean Chem does not accept returns, exchanges or refunds simply because you:
- changed your mind or no longer require the product;
- ordered the incorrect product, grade, concentration, specification, size or quantity;
- found the product cheaper elsewhere;
- incorrectly assessed the product's suitability for your intended application; or
- made an internal purchasing or procurement error.
Where a correctly supplied, non-defective item (excluding final sale Chemical & Hazardous products) is nonetheless returned at the customer's request, InterClean Chem will not issue a cash refund. Instead, we will credit the customer with an alternative item(s) of equivalent value in place of the returned item, less the applicable 20% restocking fee (see Section 6).
This policy does not exclude, limit or replace any statutory right that cannot lawfully be excluded under South African consumer protection law.
4. Damaged, Defective or Incorrect Products
If your product arrives damaged, leaking, defective, or if we have supplied an incorrect item, please notify us as soon as reasonably possible after delivery at sales@intercleanchem.co.za, together with:
- your order or invoice number;
- clear photographs of the damaged/incorrect product and its packaging; and
- a brief description of the issue.
Please retain the product, original packaging, and any courier documentation until we provide further instructions, and do not dispose of, use, or attempt to repackage the item — particularly where it is a chemical or potentially hazardous substance.
Refunds will only be issued where InterClean Chem has supplied an incorrect or defective item. Depending on the circumstances, we may instead arrange a replacement, exchange or credit.
5. Return Authorization
Please contact us before sending any item back. Unauthorized returns may create safety and handling risks, particularly for chemical products. If a return is approved, we will provide instructions for collection or drop-off.
6. Refund Process
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 10–14 business days, with the credit automatically applied to your original method of payment or credit card.
For non-defective returned goods that we have agreed to accept, a 20% restocking fee will be deducted from the credited amount.
7. Late or Missing Refunds
If you haven't received your refund yet, please first check your bank account again, then contact your credit card company, as posting times can vary. Next, contact your bank, as there is often additional processing time before a refund appears. If you've done all of this and still have not received your refund, please contact us at sales@intercleanchem.co.za.
8. Exchanges
We only replace items that are defective or damaged upon receipt.
9. Return Shipping
To arrange a return, please email sales@intercleanchem.co.za for authorization and further instructions.
You are responsible for your own shipping costs when returning an item, and shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount. Delivery times for exchanged products may vary depending on your location.
10. Order Cancellations
Orders may be cancelled free of charge within 1 hour of purchase, provided the item has not yet been fulfilled. Once this window has passed, or once an order has been fulfilled, our standard return rules above will apply instead. Final sale Chemical & Hazardous products cannot be cancelled or returned at any time once ordered.
11. Statutory Rights
This policy is intended to operate alongside, and not in place of, your rights under the Consumer Protection Act and any other applicable South African legislation. Nothing in this policy limits any right or remedy that cannot lawfully be excluded.
Contact Us
If you have received a damaged, defective, or incorrectly supplied product, or need help with an order, please contact us at:
InterClean Chem Pty Ltd
Email: sales@intercleanchem.co.za