Refund policy

Refund Policy

Your rights under Australian law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

If a product does not meet its specification

We sell analytical and laboratory grade reagents, and we stand behind what is printed on the label and the certificate of analysis.

If a product does not meet the grade, purity or specification we advertised for it, tell us and we will replace it or refund it in full, including what you paid for delivery. We may ask for the batch or lot number from the container, and for your analytical result, so we can trace the batch with our manufacturer and check whether other customers are affected.

Please raise this with us before disposing of the product where it is safe to keep it, since the container and batch number are usually what allow us to identify the cause.

Damaged, incorrect or missing items

Check your delivery on arrival. If something arrives damaged, leaking, incorrect, or missing, contact us within 5 business days of delivery with your order number and a photograph where it is safe to take one.

Do not handle a leaking or compromised container beyond what is necessary to make the area safe. Follow the Safety Data Sheet for the product and tell us what has happened — we will arrange a replacement or refund and advise on safe disposal.

Change of mind

Because these are chemical products, we cannot accept returns simply because you have changed your mind once an item has left our control. We cannot verify how a product has been stored or handled once it is out of our custody, and we will not resell a product whose integrity we cannot vouch for.

This does not affect your rights above where a product is faulty, not as described, or otherwise not of acceptable quality.

Cancelling a pre-order

Where an item is sold on pre-order and the expected availability date moves, you may cancel the affected items at any time before dispatch for a full refund. Just let us know.

Returning something to us

Do not send anything back before contacting us. Many of our products are classified as dangerous goods and cannot lawfully be sent through the post or by an ordinary courier. If a product needs to come back to us, we will arrange compliant transport and tell you how to prepare it.

Returns sent without our agreement may be refused, and we cannot accept responsibility for goods damaged or lost in transit back to us.

How to make a claim

Email INFO@CHEMFLOW.COM.AU with your order number, the product, the batch or lot number, and a description of the problem. We aim to respond within 2 business days.