Return & Refund Policy
At ZA Chemist, we want customers to receive their orders in good condition and according to the products ordered.
Please review this Return & Refund Policy before making a purchase.
Return Request Period
If you receive an incorrect, damaged, defective, or materially different product, please contact us within 7 days of receiving your order.
Requests submitted after this period may not be eligible for return or replacement.
Eligibility for Returns
A product may be eligible for return or replacement if:
- The wrong product was delivered
- The product arrived damaged
- The package arrived leaking or broken
- The product is materially different from what was ordered
- There is another verified issue with the delivered item
To qualify, the product should generally be:
- Unused
- Unopened where applicable
- In its original packaging
- Returned with labels and relevant packaging intact
Non-Returnable Products
For hygiene, safety, contamination-control, and quality reasons, certain products may not be returnable after opening or use.
This may include:
- Cosmetic raw materials
- Essential oils
- Carrier oils
- Fragrance and perfume ingredients
- Natural extracts
- Powders
- Liquids
- Chemicals
- Ingredients that have been opened, mixed, diluted, used, or transferred to another container
- Customized or specially arranged products
- Products damaged due to improper storage or handling after delivery
Change-of-mind returns may not be accepted for opened ingredient products.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect, contact us as soon as possible.
Please provide:
- Your order number
- Your name
- A description of the issue
- Clear photographs or video of the product
- Photographs of the packaging where relevant
This helps us investigate and resolve the issue efficiently.
Do Not Discard Damaged Items
If you report a damaged, leaking, broken, or incorrect product, please do not dispose of the product or packaging until our team has reviewed your request.
We may require photographs, videos, packaging information, or return of the item.
Return Approval
Please contact ZA Chemist before sending any product back.
Products returned without prior approval may not be accepted.
Once your request is reviewed, our team will inform you whether the item is eligible for:
- Replacement
- Exchange
- Store credit
- Refund
The appropriate resolution may depend on the nature of the issue and product availability.
Refunds
If a refund is approved, it will be processed using an appropriate available payment method.
Processing times may vary depending on the original payment method, payment provider, bank, or other relevant service.
Shipping charges may be non-refundable unless the return results from an error by ZA Chemist or a verified issue with the delivered order.
Return Shipping
If the return is required due to an incorrect or verified defective product supplied by ZA Chemist, return shipping arrangements will be communicated by our team.
For other approved return situations, return delivery costs may be the customer's responsibility.
Order Cancellation
If you wish to cancel an order, contact us as soon as possible.
An order may only be cancelled if it has not already been processed, packed, handed over to the courier, or dispatched.
Once dispatched, cancellation may not be possible.
Product Appearance
Certain natural ingredients, extracts, oils, powders, or raw materials may show normal variations in:
- Color
- Texture
- Aroma
- Consistency
- Appearance
Minor natural variation does not necessarily indicate that a product is defective.
Storage and Handling
Customers are responsible for following appropriate storage, handling, and usage practices after delivery.
Products damaged, contaminated, degraded, or altered due to incorrect storage or handling may not qualify for return or refund.
Contact for Returns and Refunds
To request assistance, contact:
Email: zachemistpk@gmail.com
Phone / WhatsApp: 0315 3457742
Please include your order number and details of the issue.
ZA Chemist reserves the right to review each return or refund request before approval.