Returns & Refunds Policy

1. 14-Day Right to Cancel (Change of Mind)

You have the legal right to cancel your order within 14 days of receiving your goods.

To qualify for a refund, returned items must be:

• Unopened
• Unused
• In original packaging
• In resaleable condition

We cannot accept returns of opened, unsealed, or used chemical products for safety and hygiene reasons unless they are faulty.

To start a cancellation or return, contact us via the details on our website.

2. Faulty, Damaged, or Incorrect Items

If your item:

• arrives damaged,
• is faulty, or
• you receive the wrong product,

we will replace it or provide a refund at no cost to you.

You must notify us within 48 hours of delivery and provide photographs where possible.

We will cover the cost of return postage for faulty or incorrect items.

3. Non-Returnable Items

We cannot accept returns of:

• opened HOCl bottles or any opened chemical products
• items that have been used
• items not in their original condition
• items returned after the allowed time window

4. Refunds

Refunds are issued to the original payment method once we receive and inspect the returned item.

Refund processing time:

• Inspection: typically 1-3 business days after we receive the return
• Refund to your bank: Shopify Payments typically issues funds within 3-10 business days

Shipping costs are refundable only if:

• the item is faulty, or
• we sent the wrong item

5. Exchanges

We can exchange faulty or damaged items.

For change-of-mind exchanges, a new order must be placed once the return is processed.

6. Return Shipping

For returns due to change of mind:

• You are responsible for return postage costs.
• We recommend using a tracked courier service.

For faulty or incorrect items:

• We provide a prepaid label or reimburse reasonable postage.

7. Lost or Stolen Returns

We cannot refund items lost in transit when returned by the customer.

Please keep your proof of postage and tracking number.

8. Late or Missing Refunds

If your refund has not appeared after 10 business days:

• Check with your bank or card provider
• Contact Shopify Payments if applicable
• Contact us with your order number

We will assist in tracing the refund.

9. Contact

For refunds, returns, or cancellation requests, please reach out through the contact details listed on our website.