Returns & Refunds Policy

Effective Date: 5 September 2026
Last Updated: 5 September 2026

This Returns & Refunds Policy forms part of the Clariq Terms of Service and Conditions of Sale.

1. About This Policy

1.1 This Policy explains the circumstances in which Goods supplied by Clariq Limited may be returned, exchanged, repaired, replaced, credited, or refunded.

1.2 This Policy must be read together with:

• Clariq Terms of Service and Conditions of Sale;
• Clariq Shipping & Delivery Policy; and
• Clariq Privacy Policy.

1.3 Capitalised terms used in this Policy have the meaning given in the Clariq Terms of Service.

2. Clariq Details

Clariq Limited
NZBN: 9429053861740

Email: info@clariq.nz

The registered office is not a returns location and products must not be returned there.

3. New Zealand Consumer Rights

3.1 Nothing in this Policy excludes, restricts, or modifies any rights or remedies available under New Zealand law.

3.2 Consumers may have rights under:

• Consumer Guarantees Act 1993;
• Fair Trading Act 1986; and
• Other applicable legislation.

3.3 Where Goods fail to meet an applicable statutory guarantee, Clariq will provide any remedy required by law.

3.4 Depending on the circumstances, remedies may include:

• Repair;
• Replacement;
• Refund;
• Credit; or
• Compensation where required by law.

3.5 This Policy operates in addition to, and not instead of, statutory rights.

4. Change of Mind Returns

4.1 Clariq generally does not accept returns where:

• You changed your mind;
• You no longer require the Goods;
• You ordered an incorrect quantity;
• You selected the wrong product;
• You found the product elsewhere; or
• You failed to read the product description before purchase.

4.2 Any acceptance of a change-of-mind return is entirely at Clariq's discretion.

4.3 If Clariq agrees to accept a discretionary return, the Goods must:

• Be unopened and unused;
• Remain in saleable condition;
• Be in original packaging;
• Include original labels and documentation;
• Not pose a health, safety, or regulatory risk.

4.4 Approval of one discretionary return does not create any obligation for Clariq to approve future discretionary returns.

5. Products Not Eligible for Discretionary Return

Unless required by law, Clariq will not accept discretionary returns of:

• Opened chemical products;
• Used products;
• Diluted products;
• Hazardous substances;
• Dangerous goods;
• Corrosive substances;
• Environmentally hazardous substances;
• Flammable goods;
• Custom-formulated products;
• Special-order products;
• Clearance products;
• Gift cards;
• Products mixed with other substances;
• Products stored contrary to instructions; or
• Products that cannot safely or legally be resold.

6. Faulty, Damaged or Incorrect Goods

6.1 Please inspect your order as soon as reasonably practicable after delivery.

6.2 Contact Clariq promptly if:

• Goods arrive damaged;
• Goods arrive leaking;
• Goods are defective;
• Goods are incorrectly supplied;
• Goods are materially different from the accepted order; or
• Goods appear unsafe.

6.3 Return requests should include:

• Order number;
• Product name;
• Batch number (where available);
• Description of the issue; and
• Clear photographs where appropriate.

6.4 Customers must retain:

• Goods;
• Packaging;
• Labels;
• Shipping documentation; and
• Any associated SDS documentation

until Clariq provides further instructions.

7. Return Authorisation Required

7.1 Goods must not be returned without prior written authorisation from Clariq.

7.2 Unauthorised returns may be:

• Refused;
• Returned to sender; or
• Disposed of where safety requirements make return impractical or unsafe.

7.3 Where a return is approved, Clariq will provide:

• Return instructions;
• Approved return location;
• Packaging requirements;
• Transport requirements; and
• Any dangerous goods requirements that apply.

8. Hazardous Substances and Dangerous Goods

8.1 Certain Goods supplied by Clariq may be classified as hazardous substances or dangerous goods.

8.2 Such Goods may be subject to:

• Transport restrictions;
• Carrier restrictions;
• Packaging requirements;
• Segregation requirements;
• Workplace controls; and
• Regulatory obligations.

8.3 Customers must not ship hazardous products back to Clariq without prior written instructions.

8.4 Unauthorised shipment of hazardous products may breach transport legislation and create health and safety risks.

8.5 Clariq reserves the right to refuse any proposed return that cannot be completed safely or lawfully.

9. Return Shipping Costs

9.1 Where a discretionary return is approved, the Customer is responsible for:

• Return shipping costs;
• Packaging costs;
• Insurance costs; and
• Any freight charges incurred.

9.2 Original shipping charges are not refundable unless required by law.

9.3 Customers are responsible for ensuring returned Goods arrive safely and in approved condition.

9.4 Clariq recommends using:

• Tracked freight services;
• Signature-required services; and
• Freight insurance where appropriate.

9.5 Clariq is not responsible for Goods lost or damaged during return transit unless Clariq arranged the return shipment.

10. Assessment of Returned Goods

10.1 Returned Goods will be inspected upon receipt.

10.2 Clariq may refuse a refund, credit, exchange or replacement where:

• Goods have been used;
• Goods have been altered;
• Goods have been contaminated;
• Goods have been mixed with other substances;
• Damage occurred after delivery;
• Instructions were not followed; or
• The issue resulted from improper storage, handling or transport.

10.3 Where further testing or investigation is required, assessment may take longer than standard processing periods.

10.4 Clariq may require independent technical assessment where product suitability, misuse or contamination is in dispute.

11. Refunds

11.1 Approved refunds will be processed using the original payment method unless otherwise agreed.

11.2 Clariq will notify the Customer once a refund decision has been made.

11.3 Financial institutions may require additional processing time before funds appear in a Customer's account.

11.4 Where only part of an order is affected, Clariq may issue a partial refund.

11.5 Refunds will not be issued where Goods fail due to:

• Misuse;
• Negligence;
• Improper handling;
• Incompatible mixing;
• Incorrect dilution;
• Improper storage;
• Unauthorised modification; or
• Use contrary to instructions,

except where required by law.

12. Exchanges

12.1 Clariq does not generally provide direct exchanges.

12.2 Where an exchange is approved, Clariq may require:

• Return of the original Goods; and
• Placement of a new order.

12.3 Clariq reserves the right to determine the most appropriate remedy in accordance with applicable law.

13. Product Suitability

13.1 Customers are responsible for determining whether Goods are appropriate for their intended application.

13.2 Customers should review:

• Product descriptions;
• Labels;
• Technical data sheets;
• Safety Data Sheets (SDS); and
• Usage instructions

before purchase and use.

13.3 Clariq is not responsible for dissatisfaction arising solely from a Customer selecting a product that is unsuitable for their intended purpose where Clariq has not expressly confirmed suitability in writing.

13.4 This clause does not affect any rights that cannot legally be excluded.

14. Business Customers

14.1 Where Goods are acquired for business purposes and the parties have validly contracted out of the Consumer Guarantees Act 1993, remedies may be limited to those expressly provided under the applicable agreement.

14.2 Nothing in this clause operates beyond the extent permitted by New Zealand law.

15. Recall and Safety Returns

15.1 Where Clariq issues a recall, withdrawal notice, safety notice, or corrective action notice, Customers must:

• Follow all instructions provided;
• Stop using affected Goods where directed;
• Retain affected products;
• Assist with reasonable product tracing requirements.

15.2 Clariq will advise affected Customers of the available remedy.

16. Contact Us

For all returns, refunds, damages, shortages, product issues, or warranty claims, please contact:

Clariq Limited
NZBN: 9429053861740

Email: info@clariq.nz

Important: Do not return products without written authorisation from Clariq.