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FAQ

Questions we get asked

Timelines, pricing, ownership and support. If your question is not answered here, send it over and we will answer it directly.

Ordering

Both work. Anything shown in the catalogue with a price can be added to a basket and paid for online. If you need a volume we do not list, a grade we do not stock, or credit terms, send us a quote request instead.

No. You can check out as a guest. An account is worth having if you order regularly: it saves your delivery addresses, keeps every invoice in one place, and is what credit terms are attached to.

Approved trade customers can. Open an account first, then talk to our sales desk about terms. Once your account is approved, "pay on account" appears as an option at checkout.

Most products are sold from a single pack. Where a product carries a minimum order quantity, it is stated on the product page and enforced in the basket.

Payment

By bank transfer against a pro-forma invoice, or online by card or mobile money where that has been enabled. Approved account customers are invoiced on their agreed terms.

Once payment has cleared into our account. For a bank transfer that is not the same moment the transfer is made, so send the proof of payment through and we will chase it from our side.

Prices are shown excluding VAT. The VAT is calculated and shown as a separate line in the basket and at checkout before you confirm anything.

Delivery

We deliver nationwide. Delivery is charged at a flat rate shown in the basket, and is free over the threshold displayed there. You can also collect from our depot, which removes the charge.

Stocked lines in and around Harare are usually out within one to two working days of payment clearing. Other destinations and hazardous consignments depend on the carrier and the classification, and we confirm the timescale on your order.

Check every consignment on arrival and tell us within three working days. We will replace it or credit you.

Safety

Yes, with every consignment, and the current sheet is downloadable from the product page before you buy. A product without an SDS should not be sold, so tell us if you find one missing.

A few chemicals are controlled precursors and cannot be bought online. We can supply them against a valid permit and, where required, a signed end-use declaration. Send a quote request and our compliance desk will guide you through it.

Only if the seal is unbroken, the packaging and labelling are intact, and we have agreed the return in writing beforehand. Opened containers cannot be taken back. That does not affect your rights if we supplied the wrong thing or it was defective.

Yes, and that support comes with supply. Send us the volumes, the water or process data and what you are trying to achieve, and our technical staff will work it through with you.