Return & Refund Policy

Thank you for purchasing our products at www.igienieko.co.uk, a website operated by Chemtra Limited, registered at 329 Bracknell, Doncastle Road, Bracknell, Berkshire RG12 8PE - United Kingdom.

We offer a full money back guarantee on all products purchased on our website, but under certain conditions. Please read those conditions below in more detail to see which apply to your circumstances.

If you are unhappy with the product you purchased from us, please let us know.

Our Returns & Refunds Policy gives you 24 hours to return or exchange an article purchased online or directly through our offices with a valid receipt.

You are eligible for a full refund on your purchase within a 24-hour period after delivery.

After the 24-hour period, we cannot offer you a refund or exchange. We encourage every buyer to try the product in the first 24 hours after purchase to ensure it meets their needs and/or requirements.

To be eligible for a refund or exchange, all physical products must be packed in the original, unmarked packaging, including any accessories, documentation, tools, and other items supplied with it. If the product bought is returned to us unopened, undamaged and in the original box, we will either exchange it or offer you a full refund based on your original mode of payment and excluding any shipping costs incurred by us to ship it to you in the first place.

How We Handle Returns and Refunds

Upon receiving your returned product, our team will inspect it and ensure that it is undamaged and meet sellable condition. We will then notify you of receipt of your return and inform you of its condition. Should you qualify for a refund, you will be notified accordingly.

If a refund request is approved, your refund will be processed and a credit applied to your account according to your original payment method, this within 14 business days.

Where applicable, only a partial refund will be granted where:

  1. There are clear signs that the product has been used
  2. That it may not be in the original condition
  3. That it is damaged, either under your care or during shipping to us
  4. That it is missing and never reached us, and
  5. That the product is returned to us 10 days after initial cancellation by you.

Once we process a refund, we expect that funds will be available into your bank account within 72 hours. Should a refund not be reflecting into your bank account, we kindly request that you check again before calling us or sending us an email for the same. You may also wish to contact your card issuer whose refund process may take time before the refund is cleared into your account. To contact us for follow up regarding a refund, please send an email to operations@chemtragroup.com
We do not offer refunds for final sale items unless they are proven malfunctioning or defective upon initial use.

How We Handle Exchanges

We only exchange products that are reported defective or damaged after first attempt of use or upon delivery. Should you wish to exchange a damaged or defective product, please send us an email to operations@chemtragroup.com

How We Handle Cancellations

You have the right to cancel any order placed with us and inform us accordingly within 24 hours of your purchase. Should you opt to cancel your order, you will receive a notification of cancellation and your refund will be processed within 72 business hours and handled according to the refund processing timeline recorded in this policy.

You must request a cancellation in writing and within 24 hours for it to be effective. Your cancellation may apply to products that have been bought from us and are yet to be delivered, products in transit or products which have already been delivered to you.

Your refund will not include the delivery charges included as they are paid to a third party. You will be responsible for the shipping costs for the return of any cancelled product shipped to us. Please ensure you download and fill the cancellation form and attach it to the packages when returning any cancelled products to us. We strongly advise that you also send us a copy of your cancellation form to operations@chemtragroup.com

All refunds will be processed according to your original payment method and within the timeline and process specified within our refund policy.