Returns & refunds

Chemicals are not ordinary retail goods. Once a container has been opened we can no longer certify its contents against the batch record, and that shapes everything below.

What can be returned

Unopened, undamaged packs in their original outer packaging, with labels and seals intact, may be returned within 14 days of delivery. Contact us with the order number and batch number before sending anything back; unannounced returns cannot be booked in against a batch record and will be refused.

What cannot be returned

Opened containers. Once a seal is broken the contents can no longer be certified against the Certificate of Analysis, and the material cannot re-enter saleable stock.
Decanted or repackaged material. For the same reason, and because the chain of custody is broken.
Products made to a custom specification or manufactured against a production run placed specifically for your order.
Dangerous goods where return transport cannot be lawfully arranged from your location. We will tell you at the point of enquiry if this applies.

Where we are at fault

If material arrives out of specification, damaged in transit, or is not what was ordered, we replace or credit it at our cost, including return freight where a return is required at all. Report it within 7 days of delivery with the batch number and, for damage, photographs taken before the packaging is moved.

Where a batch fails your incoming test, send us your result and the batch number. We compare against the manufacturer’s retained sample data for that batch. Do not use the material while this is open, and keep the original packaging and labelling intact.

Change-of-mind returns

Return freight for a change of mind is the buyer’s, and dangerous goods must be returned through a carrier approved for that class. A restocking charge may apply where the pack has to be re-inspected before it can return to stock.

Refunds

Approved refunds are issued to the original payment method once the returned goods have been received and inspected, normally within 10 working days of receipt. Where a consignment was quoted CIF or FOB, the refund covers the goods value quoted; duty, port charges and taxes paid in the destination country are recoverable only from the relevant authority, not from us.

Before you return anything

Email info@chinachemicalz.com with your order number, the batch number and the reason. We will confirm whether a return is appropriate, how it must be packed and where it should be sent. Returning dangerous goods without that confirmation puts you, the carrier and our warehouse staff at risk.