Returns and Exchange Policy

At Wynland Chemicals, we are committed to providing high-quality products and excellent service. This policy outlines the terms and conditions for returns and exchanges of our products. Please review the guidelines below to ensure a smooth process for returning or exchanging items.

The latest version of this policy is always available on our website at https://wynlandchemicals.co.za/return-policy.

1. Eligibility for Returns and Exchanges

• Unused and Unopened Products: Products that are unused, unopened, and in their original packaging may be returned or exchanged within 14 days of delivery.
• Custom Orders: Custom-blended or made-to-order products are not eligible for return or exchange unless defective or damaged upon receipt.

2. Condition of Returned and Exchanged Products

• Visual Inspection: Upon delivery, customers are required to visually inspect all products. Any damage, defects, or discrepancies must be reported to Wynland Chemicals within 3 business days of delivery.
• Defects Not Detected Visually: If a defect exists that could not be detected through a visual inspection, the customer must notify Wynland Chemicals in writing within:
  • 3 business days after opening the product,
  • OR before 30 days after receipt,
  • OR 1 month before the product’s expiry date, whichever comes first. 

Products that were used more than once will not be accepted for returns or exchange. Wynland Chemicals reserves the right to determine usage.

• For returns after visual inspection window of delivered items have passed:
  • Original Packaging: Items must be returned in their original, unopened packaging to qualify for a refund or exchange.
  • Resalable Condition: The product must be in resalable condition, without any damage or contamination.

3. Restocking Fees

• Restocking Fee: A 15% restocking fee will be applied to all returns that are not due to product defects or shipping errors. This fee will be deducted from the refund amount.

4. Safe Handling and Transport

• Customer Responsibility: The customer is responsible for the safe handling and transportation of returned products. Products must be shipped using appropriate carriers and methods to ensure their safe return.
• Damage During Return Shipping: If a product is damaged during return shipping, this will be at the customer’s expense. It is the customer’s responsibility to insure all returned shipments against damage with the courier to cover any potential losses.

5. Shipping and Handling

• Return Shipping Costs: Customers are responsible for all return shipping costs unless the product is defective or incorrect.
• Damaged Goods: If products are damaged during delivery to the customer and reported within the 3-day window, Wynland Chemicals will arrange for a return or exchange at no additional cost.

6. Refund or Credit Process

• Refund Method: Refunds will be issued via the original payment method or as credit.
• Processing Time: Refunds and exchanges will be processed within 10-14 business days after the returned item has been received and inspected.

7. Documentation Requirements

• Return Merchandise Authorization (RMA): All returns must include a valid Return Merchandise Authorization (RMA) number. Please contact us using the details supplied in the “Customer Support” section or our website contact form to obtain an RMA before returning any products.
• Proof of Purchase: A copy of the original invoice, purchase order, or receipt must be provided with all returns. 

8. Exclusions

• Non-Returnable Items: The following items are not eligible for return or exchange:
  • Opened or used products
  • Expired products

9. Customer Support

For any inquiries related to returns, exchanges, or product quality, please contact our Customer Support Team:

• Email: [email protected]
• Phone: 021 300 4039
• Business Hours:
  • Mon – Thu: 08:00 – 17:00
  • Fri: 08:00 – 16:00

Wynland Chemicals (Pty) Ltd reserves the right to amend this policy at any time.