Return & Refund Policy
At Brand Chemical Supplies, we stand behind the quality of our professional instrumentation and chemical standards. We understand that in technical environments, precision is non-negotiable. Our return policy is designed to be fair, transparent, and compliant with the South African Consumer Protection Act (CPA).
Return Window
We offer a standard return period for all hardware and non-perishable equipment:
14 Days: You have 14 calendar days from the date of delivery to request a return for a refund or exchange.
Defective Goods: If an instrument (e.g., a photometer or probe) is found to be defective upon arrival, please notify us within 48 hours of receipt to expedite a warranty replacement.
Return Shipping Costs
Customer-Initiated Returns: If you are returning an item due to a change of mind or incorrect ordering, the cost of return shipping is the responsibility of the customer. We recommend using a trackable courier service, as we cannot be held liable for items lost in transit.
Incorrect or Defective Items: If we have shipped the incorrect product or if the item is confirmed to be defective, Brand Chemical Supplies will cover the full cost of the return courier and the subsequent redelivery of the correct item.
Restocking Fee: A 15% restocking fee may apply to non-defective equipment returns to cover the cost of technical inspection and re-certification for sale.
Eligibility Criteria
To be eligible for a return, your item must meet the following conditions:
Unused Condition: Hardware must be in its original, undamaged packaging with all seals intact.
Chemicals & Reagents: Due to the sensitivity of chemical standards (e.g., conductivity buffers or DPD powders), these items cannot be returned once the induction seal or bottle cap has been opened, as we can no longer guarantee their purity or accuracy.
Documentation: All returns must be accompanied by the original tax invoice or proof of purchase.
Refund Process
Once your return is received and inspected by our technical team:
We will notify you via email regarding the approval or rejection of your refund based on the condition of the equipment.
Approved refunds will be processed via Electronic Funds Transfer (EFT) within 7–10 working days.
Please note that original shipping costs are non-refundable.
Warranty Claims
Most of our digital instrumentation, such as the WQ-300 and COND 60 series, carries a manufacturer’s warranty (typically 12–24 months). If your device fails after the 14-day return window but within its warranty period, our technical department will facilitate the repair or replacement process according to the manufacturer’s specific terms.
To initiate a return, please contact our support desk at Brand Chemical Supplies with your Order Number and reason for return.
Contact Details:
Landline: 021 569 5044
Mail: sales@brandchemicalsupplies.com
Address: 10B Voortrekker St, Mossdustria, Mossel Bay, 6510
