Last updated: 30 September 2026

This page explains how to cancel an order, return an item and get a refund. It forms part of our Terms and Conditions. Nothing in it affects your legal rights.

Damaged, faulty or wrong items

If your order arrives damaged or leaking, if a product is faulty, or if we’ve sent the wrong item, we’ll put it right at no cost to you. Depending on what you’d prefer and what the law allows, that means a replacement or a full refund, including the delivery charge.

Email Emma at emma@emchem.co.uk with your order number and, if there’s something to photograph, a photo of the problem. Please do this within 5 days of delivery if you can, because it helps us claim from the courier and get a replacement to you quickly. We’ll arrange and pay for any collection. Please don’t post a damaged or leaking chemical back to us.

If you’re a consumer, the Consumer Rights Act 2015 gives you the right to reject faulty goods for a full refund within 30 days of delivery. After that, you’re entitled to a repair or replacement, or in some cases a refund. Asking you to report within 5 days doesn’t reduce these rights.

Changed your mind? Your 14-day right to cancel

If you’re buying as a consumer, you can cancel your order for any reason within 14 days of the day you receive it, under the Consumer Contracts Regulations 2013. If your order arrives in more than one delivery, the 14 days start from the day you receive the last one. You can also cancel before your order is dispatched.

  1. Tell us. Email Emma at emma@emchem.co.uk or call 01745 343912 within the 14 days, with your order number and the items you’re cancelling. Any clear statement is enough. You can use our model cancellation form if you like, but you don’t have to.
  2. Send the items back. You then have a further 14 days to return them. For chemicals and aerosols, don’t post them. Carriers restrict how hazardous products travel, so we’ll arrange a collection. The collection charge is the same as the standard delivery charge for those items, as shown at checkout when you ordered. We’ll either deduct it from your refund or ask you to pay it before collection. Equipment such as brushes, mops and buckets can be posted back to the address below.
  3. Get your refund. If you post items back, we’ll refund you within 14 days of receiving them, or of receiving proof that you’ve sent them, whichever is sooner. If we collect the items, or you cancel before dispatch, we’ll refund you within 14 days of you telling us you’re cancelling.

Your refund includes the original standard delivery charge. If you chose a more expensive delivery option than our standard one, we’ll refund only the standard cost. If you cancel part of an order that qualified for free delivery, we won’t charge you delivery on the items you keep. You pay the cost of returning the items.

What can be returned

  • Chemicals are supplied in containers sealed for health protection, because once a seal is broken we can’t be sure the contents haven’t been contaminated or changed. Under the Consumer Contracts Regulations 2013, you lose the right to cancel for a chemical once you’ve broken its seal. Unopened chemicals with the seal intact can be returned for a change of mind. This doesn’t apply if the product is faulty.
  • Equipment and consumables can be returned for a change of mind. You can handle an item as you would in a shop. If it’s been used or handled more than that, and it’s lost value as a result, we may reduce your refund to reflect that.

Trade and business customers

The 14-day right to cancel is a consumer right and doesn’t apply to purchases made for a business. If you buy for your business, we’ll still replace or refund anything that arrives damaged or faulty, or that we sent in error, as described above, provided you tell us within 5 days of delivery. We don’t accept change-of-mind returns on business orders.

How refunds are paid

We refund to the payment method you used to order, whether that was a card or PayPal. We’ll email you when the refund has been issued. Your bank or card provider may take a few more working days to show it on your account.

Returns address

Please contact us before sending anything back, so we can match your return to your order. Once we’ve agreed it, send equipment to:

Emchem Returns
Cavalry House, 6 Hyde Park, Kinmel Bay, Conwy, LL18 5FN

We recommend a tracked service. Please pack the item carefully and keep your proof of postage.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can copy it into an email.

To: Emma Wotton, trading as Emchem, Cavalry House, 6 Hyde Park, Kinmel Bay, Conwy, LL18 5FN. Email: emma@emchem.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date

[*] Delete as appropriate.

Contact us

Questions about a return? Email Emma at emma@emchem.co.uk or call 01745 343912.