1) Important Notice (Chemical Products)

Many products supplied by DK Chemicals are hazardous chemicals or regulated substances. For safety, legal compliance, and product integrity reasons, returns are restricted and may be refused if goods have left our control, have been opened, or cannot be verified as safe and uncontaminated.

2) Eligibility to Request a Return

A return may be considered only if all of the following apply:

• You notify us within the timeframes in Section 4.

• The goods are unused, unopened, undamaged, and in original sealed packaging with all labels intact.

• The goods have been stored in line with the SDS and any label instructions.

• The product is not a special-order item, custom blend, or otherwise marked non-returnable.

• You have proof of purchase (invoice number / delivery note).

All returns require prior written approval from DK Chemicals before any goods are sent back.

3) Non-Returnable Items (Unless Required by Law)

The following are generally not returnable:

• Opened, partially used, decanted, or repackaged chemicals

• Goods with broken seals, missing labels, or compromised packaging

• Products showing signs of contamination, moisture exposure, or improper storage

• Special-order, custom-blended, or customer-specific packaged items

• Products supplied in bulk (e.g., tanker or site transfer), once delivered/accepted

• Items returned without a valid Return Authorization (RA) number

4) Reporting Timeframes

To help us resolve issues quickly, please notify DK Chemicals within:

• 24 hours of delivery for: shortages, visible damage, incorrect items delivered

• 7 calendar days of delivery for: suspected defects or quality concerns (supported with batch/lot details and photos where possible)

If you report after these timeframes, we may not be able to accept a return or replacement, unless required by applicable law.

5) Damaged, Incorrect, or Missing Goods

If goods arrive damaged or incorrect:

1. Record details on the delivery note (where applicable).

2. Take clear photos of the packaging, labels, and damage.

3. Email us within 24 hours with your invoice number and photos.

Once validated, we will arrange (as appropriate) a replacement, credit, or collection.

6) Quality Concerns and Defective Products

If you believe a product is defective or not meeting specification:

• Provide the batch/lot number, CoA (if available), storage conditions, and a description of the issue.

• We may request a sample, site information, or additional checks before authorising any return.

• If a defect is confirmed and attributable to DK Chemicals/supply chain prior to delivery, we will provide a replacement or credit at our discretion.

7) Return Process (How to Request)

To request a return, email: info@dkchemicals.co.za with:

• Company name and contact person

• Invoice number and delivery date

• Product name(s), quantity, and batch/lot numbers

• Reason for return

• Photos (where applicable)

If approved, we will issue a Return Authorization (RA) number and provide return/collection instructions. Do not send goods back without an RA number.

8) Transport, Handling, and Packaging for Approved Returns

• Approved returns must be packaged safely and legally for transport, including correct hazard labels where required.

• If collection is arranged by DK Chemicals, the Customer must ensure goods are accessible and ready for loading at the agreed time.

• If return transport is arranged by the Customer, the Customer must use a compliant carrier for hazardous goods (where applicable).

9) Fees, Restocking, and Credits

• For returns that are not due to DK Chemicals error, a restocking/handling fee may apply.

• Delivery/collection charges are generally non-refundable, unless the return is due to our error.

• Credits (if approved) are typically processed after inspection and verification at our facility.

10) Consumer Rights (CPA)

Where the Consumer Protection Act, 68 of 2008 (CPA) applies, nothing in this policy is intended to limit any rights you may have under the CPA. However, due to the nature of chemical products, safety and regulatory requirements may lawfully restrict returns in certain circumstances.