Refund policy

Returns and Refund Policy

At Liquichem Australia, we take care to manufacture, package and dispatch our automotive cleaning and detailing products correctly.

This policy applies to our automotive chemicals, cleaning products, detailing liquids, solvents, bottles, trigger sprayers, applicator pads and related accessories.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Faulty, Unsafe or Incorrect Products

Please contact us if a product is faulty, unsafe, materially different from its description, unfit for its represented purpose or if you received the incorrect product.

Depending on the nature and seriousness of the problem, you may be entitled to a replacement, refund or another remedy under the Australian Consumer Law.

Where a product has a major problem, you may choose a refund or replacement in accordance with the Australian Consumer Law. Where a problem is minor, Liquichem may provide an appropriate remedy within a reasonable time.

We may reasonably assess the product and request supporting information before providing a remedy.

Products Damaged or Leaking in Transit

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, leaking or with compromised packaging, contact us promptly and, where possible, within 48 hours of delivery. Please provide:

Your order number
Photographs of the product and packaging
A description of the damage or leakage
The product name, size and batch number, where visible

The 48 hour notification request helps us investigate the delivery with the carrier. It does not limit any rights you may have under the Australian Consumer Law.

Do not use, decant, dispose of or return a damaged chemical product until Liquichem has provided instructions.

No Change of Mind Returns

Liquichem does not accept returns, refunds or exchanges where a customer:

Changes their mind
Orders the wrong product or size
No longer requires the product
Finds the product cheaper elsewhere
Decides that the product is unsuitable without there being a fault or failure to meet an applicable consumer guarantee

This applies to chemical products, accessories, sale items, promotional products, bulk orders and special orders.

This restriction does not affect any rights or remedies available under the Australian Consumer Law where a product is faulty, unsafe, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.

Product Use and Compatibility

Customers must follow the product label, directions, recommended dilution, safety information and Safety Data Sheet where applicable.

Automotive surfaces, equipment and application conditions can vary. Customers should test products on a small, inconspicuous area before full application where compatibility is uncertain.

A remedy may not be available where a problem was caused by misuse, incorrect dilution, use on an incompatible surface, failure to follow directions, improper storage or use with unsuitable equipment.

Examples include:

Allowing a cleaning product to dry on a surface contrary to its directions
Applying tyre shine to tyre tread, braking surfaces, pedals or other surfaces where reduced grip may create a safety risk
Using solvent based products with bottles, seals or trigger sprayers that are not solvent resistant
Applying automotive chemicals to hot, damaged, unsealed or incompatible surfaces
Mixing a Liquichem product with another chemical without approval
Using a product at a stronger concentration than recommended

This section does not limit any rights available under the Australian Consumer Law where the product itself fails to meet an applicable consumer guarantee.

Product Performance

Foam thickness, finish, shine, cleaning performance and product consumption may vary depending on the equipment used, dilution, water pressure, water hardness, surface condition, contamination level and application method.

A difference caused solely by these external conditions does not necessarily indicate that the product is faulty.

Sale and Promotional Products

Sale, clearance and promotional products remain covered by the Australian Consumer Law.

However, Liquichem does not accept change of mind returns, refunds or exchanges for sale, clearance or promotional products.

Return Approval

Please contact Liquichem before returning any product.

Unauthorised chemical or dangerous goods returns may create serious safety and transport risks. Chemical products must not be sent through ordinary post or returned using an unapproved carrier.

Liquichem will provide return, collection or disposal instructions where required. Depending on the product and delivery location, a return may need to be arranged through an approved dangerous goods carrier.

This return approval process does not limit any rights available under the Australian Consumer Law.

Return and Collection Costs

Where a product does not meet an applicable consumer guarantee, Liquichem will cover or reimburse reasonable return or collection costs where required by law.

No restocking or processing fee will be deducted from a remedy provided for a product that fails to meet an applicable consumer guarantee.

Proof of Purchase

Please provide your Liquichem order number, invoice, receipt or another reasonable form of proof of purchase when making a claim.

Original packaging is not required where a product may have failed to meet an applicable consumer guarantee. However, retaining the packaging may help us transport and assess the product safely.

Refunds

Once a refund has been approved, it will be issued using the original payment method unless otherwise agreed.

Liquichem will process an approved refund as soon as reasonably possible. Your bank or payment provider may require additional time before the funds appear in your account.

A refund provided for a major product problem will be for the full amount paid for the affected product, as required by the Australian Consumer Law.

Replacements

Where a replacement is approved, Liquichem will arrange dispatch or collection within a reasonable time, subject to stock availability and any dangerous goods transport requirements.

If an identical replacement is unavailable, we will contact you to discuss an appropriate alternative or refund.

Order Cancellations

Please contact us immediately if you need to cancel an order.

We may cancel an order that has not entered processing or been dispatched, but cancellation cannot be guaranteed.

Once an order has entered processing or been dispatched, it cannot be cancelled because of a change of mind.

Custom, bulk and made to order products cannot be cancelled once manufacturing, filling, labelling or procurement has commenced, except where required by law.

Incorrect Delivery Information and Unclaimed Orders

Customers are responsible for providing complete and accurate delivery information.

Where an order is returned because an incorrect address was provided, delivery was refused or the order was not collected, the customer may be responsible for reasonable return, storage and redelivery costs.

This does not apply where the return results from an error by Liquichem or a failure to meet an applicable consumer guarantee.