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Returns Policy

SuperChem Returns Policy

If you change your mind

Our Returns Policy follows requirements under Consumer Law but in addition as a SuperChem customer you can return and exchange most products provided that:
  • You return the item within 7 days of purchase;
  • You have the original purchase receipt or online purchase invoice;
  • The product and packaging is in its original condition including all manuals, other inserts and accessories;
  • The product is un-opened and in re-saleable condition; and
  • You have not used or damaged the product;
  • The product falls within the categories below where the Return Policy does not apply unless required by Consumer Law.
Unfortunately exchanges for change of mind cannot be offered for:
  • Gift cards and vouchers;
  • Prescription medicines and over the counter medicines;
  • Baby Formula
  • Fragrances
  • Products specifically advertised as being not exchangeable if you change your mind.
  • If a product is purchased as part of a transaction which qualifies for a free gift, or you receive a gift with purchase or bonus offer, then the gift or bonus items must also be returned. If either the product you purchased or the gift or bonus are not in a saleable condition when returned then no exchange can occur.

Consumer Laws

The exchange on change of mind policy is in addition to any statutory rights you have under Consumer laws. You are entitled to a refund, exchange or repair where:-
  • If a product is faulty, or is not doing what it is supposed to do;
  • Is significantly different from its description or what was demonstrated;
  • The product is unsafe or not fit for intended use;
SuperChem may need to return the product to the manufacturer to investigate and thereby on acceptance and authorisation we will exchange the product. SuperChem will not offer an exchange, refund or repair where the item fault is found to be as a result of misuse or neglect.
 
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Most items sold come with guarantees that cannot be excluded under Australian Consumer Law. Under Consumer Law you may be entitled replacement or refund for a product failure and for compensation for any other reasonable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to:-
 
  •  be safe, last a reasonable period of time and without faults
  •  look acceptable
  •  do all the things that someone would normally expect of the product for the amount you paid for the product.

Return of your product for exchange

For products purchased in a SuperChem store

Take the product you wish to exchange along with your original receipt to the store where you purchased the product where our friendly staff will attend to your query always bearing in mind of the conditions mentioned above.

For products purchased from our online store

You must complete and submit the SuperChem Online Return Form within 7 days of the purchase date for products which you wish to exchange because you change your mind. If your return relates to a Consumer Law issue or a guarantee it must be returned within what would be considered a reasonable amount of time.

Information regarding return of online purchases

If your return, within 7 days, is because you have changed your mind, then you must pay the shipping fee to return the product unless you wish to pick up from one of our stores. There will not be a refund of the original shipping fee.
 
If the return is of a consumer guarantee nature, the original shipping fee will be refunded and the exchanged product will be posted to you free of charge or you have the option of picking it up from one of our stores.
 
Please be aware that if you incorrectly complete the SuperChem Online Form or if the product return does not comply with our policy requirements as detailed above such as returning a product that you indicate to be faulty but is found not to be faulty, or if a product returned cannot be sold again or is damaged when received, we will be unable to give you a refund or exchange, or return the product to you unless you send us a prepaid shipping bag or organise to pick up the product from one of our stores.
Alternatively you may wish to contact us prior to returning the product for exchange or guarantee to avoid the possibility of incurring extra fees.

Credit Card Purchases

It is our policy for purchases of products using a credit or debit card, and where you are entitled to a refund, the amount credited will be processed to the card used to purchase the product.
 
Remember that our friendly SuperChem team are always available to assist you.

If you have any queries about the process, or require further assistance, please email our Customer Service Centre anytime or call 1300 88 44 11 between 9.00am and 5:00pm (EST) Monday to Friday.