Refund and return policy
Last updated: 28 September 2026
1. Quality claims
If a delivered batch does not meet the specification stated in our Certificate of Analysis, please notify us within 15 days of receipt with the order number, batch number, photographs of the packing and labels, and a test report from your laboratory or a third-party laboratory. We review the claim with the manufacturer and respond within 5 working days.
2. Resolution
Where a confirmed quality deviation is our responsibility we offer, at our option, replacement of the affected quantity, a credit note against future orders, or a refund of the affected quantity. Freight for a confirmed replacement is borne by us.
3. Returns
Opened, used, repacked or contaminated chemical products cannot be returned. Unopened goods may only be returned with our prior written approval, in original undamaged packing with intact seals and labels. Return freight, documentation and any applicable re-import costs are the buyer responsibility unless the deviation is confirmed as ours.
4. Samples
Paid samples and sample fees are non-refundable. Where agreed in writing, the sample fee can be credited against your first bulk order.
5. Exclusions
We are not responsible for loss caused by improper storage or handling, use outside the stated application of the product, formulation errors, or reliance on a test data sheet as a substitute for the buyer own trial.
6. Order cancellation
Orders already produced, packed or shipped cannot be cancelled. Cancellation before production may be accepted, subject to a charge covering actual costs already incurred.
This page is provided for information and is not legal advice. Where it conflicts with applicable law, the law prevails.