Returns, Refunds & Exchanges Policy

1. Introduction

At NRH Chemicals, also known as the Blaster Group, we are committed to supplying quality products and providing reliable customer service.

We understand that occasionally a product may need to be returned, exchanged or refunded. Our aim is to manage these requests fairly, efficiently and transparently while maintaining the safety requirements associated with chemical products.

This Returns, Refunds & Exchanges Policy explains the conditions and procedures for returning products purchased from NRH Chemicals.

Due to the nature of our product range, including industrial chemicals, solvents, flammable liquids, corrosive substances and other dangerous goods, some returns require additional safety assessments and specialised freight arrangements.

This policy applies to purchases made directly through NRH Chemicals, including our website, approved wholesale accounts and direct sales channels.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL) or other applicable legislation.

2. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Depending on the circumstances, Australian Consumer Law guarantees may apply to retail, business and wholesale purchases.

Where the ACL applies, customers may be entitled to remedies if products:

• Are faulty or defective.
• Are not of acceptable quality.
• Do not match their description.
• Are not fit for a purpose made known to us where the relevant guarantee applies.
• Do not correspond with a sample or demonstration model.
• Do not meet other applicable consumer guarantees.

Statutory rights apply independently of any voluntary return period offered by NRH Chemicals.

3. Change-of-Mind Returns

NRH Chemicals offers a discretionary change-of-mind return process for eligible products.

Customers wishing to return an item because they have changed their mind, ordered the wrong product or no longer require it should contact us within 30 calendar days of receiving the goods.

Change-of-mind returns are subject to approval and the following conditions:

• The product must be unused.
• The original container must remain unopened.
• Factory seals and tamper-evident closures must remain intact.
• The product must be in its original packaging.
• Product labels must be intact and legible.
• The product must be suitable for safe resale.
• The product must not have been contaminated, altered or improperly stored.
• The customer must provide proof of purchase.
• Return transport must be approved by NRH Chemicals.

NRH Chemicals may decline a discretionary change-of-mind return where these conditions are not met.

Approval must be obtained before any products are returned.

Change-of-mind returns do not affect statutory consumer guarantees.

4. Returns Requested After 30 Days

Change-of-mind return requests made more than 30 calendar days after delivery may be considered at NRH Chemicals' discretion.

Where a discretionary return is approved after 30 days, a reasonable restocking fee may apply.

The applicable fee will be communicated before the customer agrees to proceed.

Additional freight, inspection or handling charges may also apply where reasonably incurred and agreed.

Restocking fees do not apply to remedies that customers are entitled to receive under Australian Consumer Law.

5. Products That Cannot Be Returned for Change of Mind

Due to product safety, quality assurance and regulatory considerations, some products may be excluded from discretionary change-of-mind returns.

These may include:

• Opened chemical containers.
• Products with broken or missing safety seals.
• Partially used products.
• Products that have been decanted or transferred into another container.
• Products with damaged or illegible labels.
• Products showing signs of contamination.
• Products that have been improperly stored.
• Custom-blended or specially manufactured products.
• Special-order products purchased specifically for a customer.
• Products that cannot be safely transported back to our facility.
• Products that are no longer suitable for resale.

These exclusions apply only to discretionary returns and do not remove any statutory rights relating to faulty or non-conforming products.

6. Faulty or Defective Products

If you believe a product is faulty, defective or not of acceptable quality, please contact NRH Chemicals as soon as reasonably practicable.

Examples of potential product issues include:

• Damaged or defective packaging.
• Faulty dispensing equipment.
• Defective drum taps or closures.
• Product contamination.
• Incorrect product composition.
• Products that do not meet applicable specifications.
• Incorrectly labelled products.
• Products that do not perform as reasonably expected.

We may request information to assist with our assessment, including:

• Order or invoice number.
• Product name and container size.
• Batch or lot number.
• Description of the issue.
• Photographs or videos, where safe and reasonably practicable.
• Relevant product documentation.

NRH Chemicals may undertake reasonable product inspections, supplier enquiries or batch investigations where necessary.

Where a product fails to meet an applicable consumer guarantee, we will provide an appropriate remedy in accordance with Australian Consumer Law.

7. Damaged or Leaking Products

If an order arrives damaged, leaking or with compromised packaging, customers should notify NRH Chemicals promptly.

Where safe, please provide:

• Your order number.
• A description of the damage.
• Photographs of the external packaging.
• Photographs of the affected product.
• The product batch number, if available.
• Information about the condition of the shipment on arrival.

Important Safety Notice
Do not open, handle, move or attempt to repair a leaking chemical container if doing so may expose you or others to danger. Keep people away from the affected area where appropriate and follow the product Safety Data Sheet (SDS). If there is an immediate risk to health, property or the environment, contact the appropriate emergency services. For emergencies in Australia, call 000.

NRH Chemicals will assess the circumstances and arrange an appropriate resolution, which may include replacement, refund or safe collection of the affected product.

Customers are not required to undertake unsafe activities to provide evidence of damage.

8. Incorrect Products Supplied

If NRH Chemicals supplies an incorrect product, quantity or container size, please contact us so we can investigate.

Examples include:

• Receiving a different chemical from the product ordered.
• Receiving the wrong concentration or grade.
• Receiving an incorrect container size.
• Receiving fewer units than invoiced.
• Receiving products intended for another customer.

Where NRH Chemicals has supplied goods incorrectly, we will arrange an appropriate correction at no additional cost to the customer.

Depending on the circumstances, this may involve:

• Supplying the correct product.
• Sending missing items.
• Arranging collection of incorrectly supplied goods.
• Providing a refund or other applicable remedy.

Customers should not use incorrectly supplied chemical products until their identity and suitability have been confirmed.

9. Dangerous Goods Returns

Many products supplied by NRH Chemicals are classified as dangerous goods under the Australian Dangerous Goods Code.

Returning these products may involve specific legal, packaging, labelling and transport requirements.

Dangerous goods must not be returned without prior authorisation from NRH Chemicals.

Customers must not:

• Send dangerous goods through an unauthorised postal or parcel service.
• Return leaking or damaged containers without approved arrangements.
• Decant chemicals into alternative packaging for return.
• Remove or obscure required product labels.
• Mix chemicals or return products in unsuitable containers.
• Arrange transport that does not comply with applicable requirements.

Where a return is approved, NRH Chemicals will advise the customer of the appropriate transport arrangements.

Specialised freight providers may be required.

If a product is faulty or does not meet applicable consumer guarantees, reasonable return arrangements and associated costs will be managed in accordance with Australian Consumer Law.

10. Return Authorisation Procedure

Customers wishing to return products should contact NRH Chemicals before sending any goods back.

1. Contact our team — email info@nrhchemicals.com.au with your order details and reason for requesting a return.
2. Provide product information — include the product name, quantity, purchase date and relevant supporting information.
3. Return assessment — our team will review the request and determine whether additional information or inspection is required.
4. Return instructions — where a physical return is appropriate, NRH Chemicals will provide instructions for the return or collection.
5. Resolution — following the assessment, NRH Chemicals will arrange any applicable refund, replacement, exchange or other remedy.

Customers should not send chemical products back to our warehouse without prior instructions.

The return authorisation process is intended to ensure safe handling and does not restrict statutory consumer rights.

11. Return Freight Charges

Return freight responsibilities depend on the reason for the return.

11.1 Change-of-Mind Returns

For approved discretionary change-of-mind returns, the customer will generally be responsible for:

• Return freight charges.
• Specialised dangerous goods freight where required.
• Additional packaging or handling costs where agreed.
• Any applicable restocking fee.

Original delivery charges are generally not refundable for discretionary change-of-mind returns unless otherwise agreed.

11.2 Faulty, Damaged or Incorrect Products

Where a product fails to meet applicable consumer guarantees or has been supplied incorrectly by NRH Chemicals, we will meet our obligations regarding reasonable return or collection costs.

For goods that cannot reasonably be returned without significant cost, appropriate collection or inspection arrangements will be considered in accordance with the ACL.

Customers should contact NRH Chemicals before incurring significant return freight expenses.

12. Refunds

Where a refund is approved or required by law, NRH Chemicals will process it using an appropriate payment method.

Refunds will generally be returned to the original payment method where practicable.

Depending on the original transaction, refunds may be processed by:

• Reversal to the original payment card.
• Electronic funds transfer.
• Refund through the original online payment provider.
• Another mutually agreed method.

Refund processing times may vary depending on the financial institution or payment provider.

We aim to initiate approved refunds within five business days after the refund has been confirmed and any necessary assessment has been completed.

This is an administrative target and does not delay any refund that must be provided sooner under applicable law.

13. Exchanges

NRH Chemicals may offer exchanges for eligible products, subject to availability and the reason for the exchange.

For discretionary exchanges, the original product must satisfy the relevant change-of-mind return conditions.

If the replacement product is more expensive, the customer may be required to pay the difference.

If the replacement product is less expensive, the difference may be refunded or otherwise resolved by agreement.

Additional freight charges may apply to discretionary exchanges.

Where an exchange is provided as a statutory remedy, customers will not be charged fees that would be inconsistent with their rights under Australian Consumer Law.

14. Wholesale and Commercial Orders

Wholesale, retailer, distributor and commercial customers may be subject to additional agreed trading arrangements.

These may include:

• Bulk order quantities.
• Palletised freight.
• Special-order products.
• Custom pricing arrangements.
• Approved credit terms.
• Commercial delivery arrangements.
• Product traceability requirements.

Change-of-mind returns for bulk or wholesale orders require prior approval.

NRH Chemicals may decline discretionary returns of special-order, custom-produced or bulk products where they cannot reasonably be returned to saleable stock.

Where the ACL applies to a business purchase, the relevant consumer guarantees and statutory remedies remain available.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.

15. Product Quality, Batch Numbers and Traceability

NRH Chemicals may request batch or lot information when investigating product quality concerns.

This assists with:

• Product identification.
• Supplier investigations.
• Batch traceability.
• Quality assurance.
• Product recall assessments.
• Identification of potentially affected stock.

Where available, customers may be able to access product Safety Data Sheets, Certificates of Analysis or other relevant documentation through product labelling or by contacting our team.

Customers should retain original labels and packaging where safe and reasonably practicable.

16. Product Recalls and Safety Notices

If a product is subject to a recall or safety notice, NRH Chemicals will provide relevant instructions to affected customers where required or reasonably practicable.

Depending on the nature of the issue, this may involve:

• Advising customers to stop using the product.
• Providing storage or isolation instructions.
• Arranging product collection.
• Offering replacement products.
• Issuing refunds.
• Coordinating with suppliers or regulators.

Customers should follow the specific recall instructions rather than attempting to return hazardous products independently.

Product recalls will be managed in accordance with applicable legal and regulatory obligations.

17. Refunds for Cancelled Orders

Customers may request cancellation of an order by contacting NRH Chemicals.

Cancellation requests will be assessed according to the order's processing status and applicable legal rights.

17.1 Orders Not Yet Dispatched

Where an order has not been dispatched, cancellation may be possible.

For discretionary cancellations, any non-recoverable costs already incurred will be explained before the cancellation is agreed.

17.2 Orders Already Dispatched

Once an order has been dispatched, cancellation may require the goods to be returned through an approved freight process.

Any discretionary return will be subject to the applicable return conditions and freight arrangements.

17.3 Orders NRH Chemicals Cannot Fulfil

Where NRH Chemicals is unable to fulfil an accepted order, we will contact the customer to discuss available options, including an appropriate refund where required.

Statutory cancellation and refund rights remain unaffected.

18. Marketplace Purchases

NRH Chemicals products may be available through third-party online marketplaces or authorised sales channels.

Customers who purchase through a marketplace may be required to initiate their return or refund request through the relevant platform's order management system.

Marketplace processes may differ from those used for direct website purchases.

However, marketplace procedures do not remove applicable rights under Australian Consumer Law.

Where NRH Chemicals is the seller, we will cooperate with the relevant marketplace to resolve legitimate customer concerns.

19. Proof of Purchase

Customers requesting a return, refund or exchange may be asked to provide reasonable proof of purchase.

Acceptable evidence may include:

• Order confirmation.
• Tax invoice.
• Receipt.
• Transaction record.
• Customer account purchase history.
• Other reasonable evidence demonstrating the purchase.

An original paper receipt is not necessarily required where a purchase can be established by other reasonable means.

20. Inspection and Assessment

Where reasonably necessary, NRH Chemicals may request an opportunity to inspect or assess a product before determining the appropriate remedy.

Assessment may involve:

• Visual inspection.
• Product identification.
• Review of batch information.
• Supplier consultation.
• Testing where appropriate.
• Examination of packaging or dispensing components.

Any assessment process will be conducted consistently with applicable consumer rights.

Customers will not be required to undertake unsafe handling or transport activities.

21. Refund or Exchange Disputes

If a customer disagrees with the outcome of a return or refund assessment, they may request a further review.

Customers should provide their order number and an explanation of their concerns.

NRH Chemicals management will review the available information and provide a response.

Customers may also seek independent assistance from relevant consumer protection agencies.

For customers in New South Wales, further information is available from:

National consumer law information is available from:

22. Limitations of Discretionary Returns

NRH Chemicals reserves the right to decline a voluntary return where:

• The product does not meet the applicable change-of-mind return conditions.
• The product has been opened or used.
• The product has been contaminated.
• The original packaging is unsuitable for safe transport.
• The return cannot be lawfully or safely transported.
• The product was specially ordered and is excluded from discretionary returns.
• The return request falls outside the voluntary return period and has not been approved.

These limitations apply only to discretionary returns and do not override statutory consumer guarantees or other legal obligations.

23. Changes to This Policy

NRH Chemicals may amend this policy to reflect changes in business operations, freight arrangements, product ranges or applicable legislation.

The current version will be published on our website.

Any changes will not retrospectively remove statutory rights or alter existing contractual obligations without lawful agreement.

24. Contact Us

For returns, refunds, exchanges, damaged goods or product quality enquiries, please contact:

Please include your order number and a brief description of your enquiry so our team can assist.