Refunds & Returns

Change of Mind

We value our customers at Chemistworks so if you change your mind, you can exchange (not refund) most products within 14 days of purchase date, provided that:

• You provide a receipt,
• The product and packaging are in its original condition including all manuals and accessories,
• The product is in re-saleable condition, and
• The product has not been used or damaged. Exchanges or refunds for change of mind cannot be offered for:
• Gift cards and vouchers
• Baby formulas
• Medicines – Pharmacy Only medicines (S2), Pharmacist Only medicines (S3), Prescription Medicines
• Vitamins and nutritional supplements
• Underwear and hosiery
• Earrings
• Special and custom orders

Chemistworks’ change of mind returns policy is in addition to customers’ statutory rights under the Competition and Consumer Act and similar laws. This means that Chemistworks reserves the right not to offer an exchange if the above requirements are not satisfied.

Consumer Guarantees

Chemistworks will accept any product returns and provide our customers with exchange or refund where:

• The product is faulty or is not of acceptable quality, or
• The product is not fit for its intended purpose, or
• The product does not match the sample or our description, and
• The customer can present a receipt or other adequate proof of purchase

Chemistworks may return the product to the manufacturer to determine the nature of the problem. Chemistworks reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect. We reserve the right to assess the condition and age of returned goods prior to providing an exchange or refund.

Damaged Goods

Even though great care is taken in the shipping process, if your order arrives damaged, you must contact our team within 48 hours of receiving your order. You will be requested to provide your order details with photographic evidence of your parcel including the damaged goods, which may require being returned. If we approve your claim, we will exchange the product(s) for the same item or if the product is no longer available, we will send a similar product of the same or similar value if you are satisfied.