Refund policy

Returns & Refund Policy

At Trade Chem, we take pride in the quality of our products. Every order is carefully packed and checked to ensure the correct products and quantities are supplied before dispatch.

Due to the nature of our products, including concentrated and chemical formulations, certain restrictions apply to returns and refunds to protect product integrity, safety and quality.

Change-of-Mind Purchases

We do not offer returns, exchanges or refunds for change-of-mind purchases where the correct product has been supplied in accordance with your order, except where required under New Zealand consumer law.

Due to the nature of chemical products, we generally cannot accept products that have been opened, used, partially used, diluted or transferred from their original container.

Incorrect, Damaged or Leaking Orders

If we have sent you the wrong product or incorrect quantity, or your order arrives damaged or leaking, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

Please provide your order number and photographs of the issue where applicable so we can assess the problem and arrange an appropriate resolution.

Do not return any chemical products without contacting Trade Chem first.

Where Trade Chem is responsible for an incorrect, damaged or defective product, we will work with you to provide an appropriate remedy in accordance with applicable New Zealand consumer law.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders may be cancelled before dispatch. If you cancel your order due to a change of mind, any non-refundable payment processing fees charged to Trade Chem in connection with the original transaction may be deducted from your refund.

If Trade Chem cancels your order, is unable to fulfil your order, or the cancellation is due to an error on our part, you will receive a full refund.

Once an order has been dispatched, it cannot be cancelled and this Returns & Refunds Policy will apply.

Consumer Guarantees Act and Your Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

If a product is faulty, not of acceptable quality, not fit for purpose, or does not match its description, you may be entitled to a repair, replacement or refund, depending on the circumstances and the requirements of New Zealand consumer law.

The 48-hour notification period above applies to delivery-related issues such as visible damage, leaks, incorrect products or incorrect quantities. It does not limit your statutory rights where a fault or other issue becomes apparent after delivery.

If you believe there is an issue with a product, please contact Trade Chem as soon as reasonably possible so we can assess the issue and work towards an appropriate resolution.