Refund policy

Returns & Product Claims Policy

1. Introduction

Medichem aims to supply products that meet agreed specifications and arrive in good condition.

Customers are encouraged to inspect products upon delivery and report any shortages, damages or concerns as soon as reasonably possible.

2. Product Returns

Returns may be considered for:

  • incorrect products supplied;

  • damaged goods;

  • defective products;

  • approved order cancellations; or

  • other circumstances agreed to by Medichem.

All return requests are subject to inspection and approval by Medichem.

3. Conditions for Returns

Unless otherwise agreed in writing:

  • products must be returned in original packaging;

  • products must be unused and in resalable condition;

  • returned goods must be adequately packaged for transport;

  • proof of purchase or invoice information must be provided.

Medichem reserves the right to refuse returns where products:

  • have been opened, diluted, contaminated or improperly stored;

  • have been used contrary to product recommendations;

  • are no longer in resalable condition;

  • were specially manufactured or supplied to customer specification.

4. Chemical Products

Due to the nature of chemical products, Medichem may not accept returns of products that:

  • have been opened or partially used;

  • show signs of contamination;

  • have been repackaged or transferred;

  • cannot reasonably be verified as safe for resale.

Customers are responsible for ensuring products are correctly handled, stored and used in accordance with applicable Safety Data Sheets (SDS) and product instructions.

5. Defective or Non-Conforming Products

If a product appears defective or does not conform to the agreed specification, Medichem must be notified as soon as reasonably possible.

Products may be inspected or tested before any replacement, credit or refund is approved.

Where a valid product issue is confirmed, Medichem may, at its discretion:

  • replace the product;

  • issue a credit; or

  • provide an appropriate refund.

6. Transport and Return Costs

Unless otherwise agreed or where required by applicable law:

  • customers are responsible for return transport costs;

  • original delivery charges may not be refundable;

  • Medichem may charge reasonable handling or collection fees where applicable.

7. Collections

Approved returns may be delivered to or collected from Medichem by prior arrangement.

8. Contact Information

To request a return or report a product concern, please contact:

Medichem (Pty) Ltd
Cape Town, South Africa
Email: info@medichem.co.za
Phone: +27 21 577 3190