This policy explains how we handle returns, replacements, and refunds for research‑grade materials purchased from Chemdirect Europe. It prioritizes product integrity, compliance, and traceability. Materials are for lawful laboratory research only; we do not accept returns related to human or veterinary use.

Eligibility and timelines

• Return window: Returns must be requested within 14 calendar days of delivery.
• Approval required: Obtain a Return Merchandise Authorization (RMA) before sending anything back; unauthorized returns may be refused.
• Condition: Items must be unopened, in original packaging, with intact seals and labels.
• Documentation: Provide order number, product name, lot number, photos of the item and packaging, and a brief reason for the return.

What is and isn’t returnable

• Eligible items:
  • Unopened materials: Factory‑sealed containers with original labels and tamper seals intact.
  • Packaging components: Unused accessories shipped with the product (e.g., desiccant canisters).
• Not eligible:
  • Opened or used materials: Broken seals, repackaged, or decanted items.
  • Custom or made‑to‑order items: Special syntheses, unusual salt forms, or bespoke packaging.
  • Hazardous materials without compliance: Returns requiring hazmat protocols shipped without proper documentation.
  • Temperature‑controlled items: Cold‑chain products unless explicitly approved with validated return conditions.
  • Age‑ or compliance‑restricted items: Orders canceled due to failed verification or noncompliance.
• Quality incidents (handled separately):
  • CoA mismatches, damage, or suspected deviation: Report through QA for investigation; do not initiate a standard return. See “Quality incidents and replacements.”

Return process and inspection

• Request an RMA:
  • Contact: Use the Contact Us page; include order and lot details, photos, and your reason.
  • Approval: We’ll confirm eligibility and provide RMA instructions and a return address.
• Packaging your return:
  • Integrity: Keep items in original secondary containment; include all inserts.
  • Labeling: Clearly mark the RMA on the outside; include a copy of the packing slip.
  • Shipping method: Use the carrier specified in your RMA. For cold‑chain returns, follow the provided temperature‑control instructions.
• Inspection on receipt:
  • Checks: Seal integrity, label match, packaging condition, and any signs of misuse or improper storage.
  • Outcome: Approved returns proceed to refund or exchange; rejected returns are documented and may be returned to sender.

Refunds, exchanges, and fees

• Refund method:
  • Original payment: Approved refunds are issued to the original payment method.
  • Timing: 5–10 business days after inspection approval (bank processing times may vary).
• Amounts:
  • Product price: Refunded for eligible returns.
  • Shipping and handling: Non‑refundable unless we determine carrier fault or our error.
  • Taxes and duties: Jurisdiction‑dependent; international duties are generally non‑refundable.
• Restocking fee:
  • Standard: Up to 15% may apply to cover inspection, re‑stocking, and documentation handling.
  • Waived: When the return is due to our error (e.g., wrong item shipped).
• Exchanges:
  • Availability: Offered for eligible returns if the requested replacement is in stock and permitted for your account.
  • Price differences: Credited or charged accordingly.

Shipping issues and cold chain items

• Damaged or lost shipments:
  • Reporting: Notify us within 7 calendar days of delivery (or expected delivery for lost items). Include photos, carrier tracking, and packaging details.
  • Claims: We coordinate with the carrier; resolution may involve replacement or refund based on claim outcome.
• Cold‑chain logistics:
  • Receipt: Inspect and store immediately per CoA/SDS (e.g., 2–8°C, protect from light).
  • Return approval: Only with RMA and validated return conditions (insulation, coolant, temperature logger).
  • Evidence: Provide temperature logs if requested; compromised cold‑chain items are not eligible for standard returns.

Quality incidents and replacements

• Report a concern:
  • Details: Lot number, product name, photos/data, storage conditions, and a description of the observation.
  • Do not open: If the concern is noticed on receipt (e.g., damaged seal), avoid opening and contact QA immediately.
• Investigation:
  • Process: QA reviews documentation, CoA, and chain‑of‑custody. We may request additional photos or return of a retained sample.
  • Outcome: If confirmed, we offer replacement, refund, or other remedy. Corrective and preventive actions (CAPA) are documented.

Compliance and international orders

• Verification failures:
  • Orders canceled: If you cannot meet eligibility requirements (age/institution/compliance), we cancel the order; refunds exclude non‑recoverable processing fees.
• Customs and import:
  • Responsibility: International buyers handle local clearance. Returns refused by customs are assessed case‑by‑case; duties and fees are typically non‑refundable.
• Hazmat returns:
  • Requirements: Follow all hazardous materials regulations. Noncompliant returns are rejected and may incur fees.

Chargebacks, fraud, and misuse

• Chargebacks:
  • Resolution first: Contact support before initiating a chargeback; we aim to resolve issues swiftly.
  • Documentation: We respond to chargebacks with order records, tracking, and communication history.
• Misuse or diversion:
  • Policy: Suspected misuse or noncompliance may result in account suspension and refusal of refunds. We cooperate with lawful requests from authorities when required.

Contact and RMA requests

• Start a return:
  • Channel: Use the Contact Us page. Include order number, product name, lot number, photos, and your reason.
  • Response: We acknowledge within 1–2 business days and provide next steps.