Returns & Refund Policy

Chem Connect is a business-to-business supplier of industrial chemicals. Once a chemical product has left our dispatch hub, it cannot be resold - we have no way to verify how it was transported, stored or handled after delivery. For that reason, we do not accept change-of-mind returns. Please order carefully, check pack sizes and specifications, and review the Safety Data Sheet (SDS) on each product page before you buy.

This does not affect the cases where something has genuinely gone wrong with your order - if it arrives damaged, incorrect or not as described, we will put it right (see below), and your rights under the Australian Consumer Law are not affected.

For safety and product-integrity reasons, we cannot accept a return or offer a refund in the following situations:

• You have changed your mind, over-ordered, or no longer need the product
• The product has been opened, used, decanted, or had its seal or tamper-evidence broken (unless it was defective)
• The original packaging, labelling or batch markings have been altered or removed
• The product has been stored or handled after delivery in a way that does not comply with the SDS
• The item was a custom, blended, or specially sourced order
• You ordered the wrong product but the product supplied matches your order

Because these are dangerous or regulated goods, we are unable to take opened or used chemicals back into stock under any circumstances.

If there is a genuine problem with your order that is our (or the carrier's) fault, we will arrange a replacement, credit or refund at no cost to you. This applies when:

• The product arrived damaged or leaking in transit
• You received the wrong product, wrong pack size, or wrong quantity
• The product does not match the description, specification, or Certificate of Analysis (COA) on the listing
• The product is defective or contaminated

Inspect every delivery on arrival. To claim for a damaged, incorrect or defective order:

1. Report it within 48 hours of delivery - damage or shortages noticed after this window are harder to claim with the carrier.
2. Email jonny@cqvs.com.au with your order number, a description of the issue, and clear photos of the product, packaging and any damage.
3. Keep the goods and packaging as delivered until we've confirmed the next steps - do not use, discard, or send anything back before we ask you to.

We aim to acknowledge claims within 1-2 business days and will tell you whether a replacement, credit or refund applies.

Where a refund or credit is approved:

• Card payments are refunded to the original card via Stripe, normally within 10 business days
• Purchase-order (account) orders are resolved by a credit note against the original invoice
• Where a replacement is the agreed remedy, we dispatch the correct goods at no additional freight cost to you
• Refunds cover the price of the affected product and any freight paid on it; they do not cover consequential costs

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you may have under the Australian Consumer Law (ACL) or any other law that cannot be excluded by agreement. Our goods come with guarantees that cannot be excluded - including that they are of acceptable quality, match their description, and are fit for any purpose we described.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. The “no change-of-mind returns” rule above applies only where the goods are not faulty and meet those guarantees.

To report a problem with an order, or if you have any questions about this policy, contact us: