This Policy forms part of the Orlichem Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or refund your purchase, subject to the below terms:

• Products may not be returned unless the incorrect product has been supplied by Orlichem or the product is damaged or defective.
• If the wrong product has been supplied, or if the product is damaged or defective, Orlichem will exchange it on the condition that the customer returns the products within 7 days of receipt of goods. In such an instance, the Provider will make a reasonable effort to exchange the product once it has been received, inspected and validated. Only if replacement is not possible, will Orlichem refund the purchase price including delivery cost *

1. Unwanted Product

You can return an unwanted product to us at no charge, provided:

• it is returned within 2 business days of delivery;
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
• It is not expiring within 1 month or less.

Returns need to be brought to your nearest Orlichem branch either in person or via a courier. Orlichem will not be responsible for any courier fees incurred.
Once we have inspected the product and validated your return, we will refund the purchase price (excluding the courier fees) through Pay Fast within 14 business days of the return *

2. Products damaged on delivery

Should a product be damaged at the time of delivery/collection, please notify us within 24 hours of such delivery/collection by emailing orders@orlichem.co.za. You are required to send photographs with your e-mail.
We will arrange to collect the product from you. Once we have inspected the product and validated your return, we will replace the product as soon as possible. No additional courier fees will be charged. Refunds will not be granted.

3. Defective products

We do our best to ensure that the products we deliver to you are of the highest quality.

The following will NOT be regarded as a defective product and will not entitle you to a return or refund under this section:

• damage arising from negligence, user abuse, or incorrect usage/application of the product;
• where the specifications of a product, although accurately described on the Website and fit for its intended purpose, do not suit you;
• where there are signs of handling, mixing, diluting incorrectly, contamination and re-packaging;
• where storage and temperature conditions have not been controlled as per specification;
• where the product has not been used according to the Technical Data Sheet that is available on the website or from Orlichem’s offices.

If you have received a product that may be deemed defective or otherwise of poor quality, excluding the conditions listed above, you are required to notify us within 5 days after delivery/collection of the product.

Once we have received, inspected the product, and validated your return, and if deemed to be defective by Orlichem, we will replace the product as soon as possible. No additional courier fees will be charged. Refunds will not be granted.

Payment and Refunds (Where applicable)

All online credit card payments are processed by the Pay Fast Internet Payment Gateway.
Card Holders may go to www.payfast.co.za to view the Pay Fast security policy.

* Please note that we only refund to the payment method that you originally used – i.e. refunds will only be returned through Pay Fast, to the credit card used to make the original purchase, after a minimum processing period of 72 hours, by Pay Fast, and less the associated admin fees.