Refund policy

Here at Mosschem, we take pride in providing high-quality, UK-manufactured cleaning chemicals. If you experience an issue with your order, we’re here to help.

Returns & Refunds

If you receive a product that is damaged, incorrect, or faulty, please contact us within 7 days of delivery. We will arrange a replacement or refund once the issue has been assessed.

Eligibility

To be eligible for a return:

  • Products must be unused and in their original packaging.

  • Items must be in resaleable condition.

  • A proof of purchase or order number is required.

Non-Returnable Items

Due to the nature of chemical manufacturing, the following items cannot be returned:

  • Custom-made, bespoke, or white-label formulations

  • Bulk containers that have been opened or decanted

  • Products purchased in error by the customer

Custom & Bespoke Orders

All bespoke, coloured, fragranced, or white-label products are non-returnable and non-refundable, unless the item is defective on arrival.

 

EU Customers – Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us within this 14-day cooling-off period by contacting us at info@mosschem.co.uk.

Once you have notified us, you have a further 14 days to return the goods. We will issue a full refund — including standard delivery costs — within 14 days of receiving the returned items (or proof of return). Return shipping costs are your responsibility unless the item is faulty or not as described.

Please note: the right of withdrawal does not apply to custom-made or personalised products, sealed goods that have been opened for hygiene reasons, or digital content once download has begun.

How to Request a Return

Please email info@mosschem.co.uk with:

  • Order number

  • Product(s) in question

  • Photos of any damage or issue

  • A brief description of the problem

Our team will respond within 2 working days.

Restocking Fee

For standard (non-custom) items returned due to customer error, a 10% restocking fee may apply at our discretion.

Shipping Costs

Return shipping costs are the responsibility of the customer unless the product was incorrect or defective on arrival.