Returns & Claims

Last updated: 17 September 2026

This website is a product showroom and sells nothing online, so there is no online purchase to cancel or refund. This page explains how claims are handled on a trade shipment supplied against a written quotation.

Where the terms of your shipment live

The commercial terms of any supply — including claim windows, remedies and who bears freight on a return — are those set out in the written quotation and order confirmation for that shipment. Nothing on this page replaces them.

On arrival

• Inspect the consignment before signing for it. Note any visible damage or shortage on the carrier's paperwork at the point of delivery — a claim is difficult to pursue once a clean receipt has been signed.
• Photograph the outer packaging, the pallet or carton, and the affected product before unpacking further.
• Retain the original packaging until the claim is resolved.

Raising a claim

Contact us as soon as the issue is identified, through the international enquiry form or at sales@andrewroseasia.com, with:

• your order or quotation reference;
• the item code and presentation affected (for example ARD-WASH-075, 2 L);
• the quantity affected;
• photographs of the packaging and the product;
• the batch or production marking on the container, where visible.

Quoting the item code and batch marking is what allows a production issue to be traced. A claim without them takes considerably longer to resolve.

Shortage and transit damage

Report shortages and transit damage promptly, with the delivery paperwork and photographs. Where a carrier is responsible, the claim is pursued against the carrier and we will support it with the shipping documentation.

Product non-conformity

If a product does not conform to its specification, tell us the item code, the batch marking and what was observed, and retain the affected stock until the claim is resolved. Do not dispose of it, and do not return anything before a return has been agreed in writing.

What cannot be claimed

• Product that has been decanted, diluted, repackaged or relabelled. Our responsibility is limited to product as supplied in its original sealed container.
• Results attributed to published performance figures. Those are typical values under the conditions stated, not warranties — see the Product Safety & Compliance page.
• Damage arising from misuse, incorrect dilution, incompatible surfaces, improper storage, or use contrary to the label or safety data sheet.
• Stock that cannot lawfully be sold in your market because import, registration or labelling requirements were not completed. Confirming those is the importer's responsibility.

Questions

Raise anything unclear before shipment rather than after — use the international enquiry form, WhatsApp +886 953 020 409, or sales@andrewroseasia.com.