Returns & refunds

In one paragraph

You can return any shipment that arrived damaged or leaking (notify us within 7 days, with photos) or that fails its batch Certificate of Analysis spec (notify us within 14 days). We refund or replace at our option. Opened containers of chemicals that match spec cannot be returned.

What we accept

• Damaged on arrival — broken drum, leaking valve, cracked bottle, tamper-evident seal broken on receipt. Notify us within 7 days of delivery with photos of the outer packaging, the damaged container and the dispatch paperwork.
• Off-spec material — assay or impurity outside the values printed on the batch CoA. Notify us within 14 days of delivery; we will request a 100 g return sample (we pay the return courier) and re-test independently. If our re-test confirms off-spec we refund the full order plus the original shipping.
• Wrong product or quantity — if our team made a picking error. Notify within 7 days. We arrange free pickup of the wrong item and ship the correct one at no charge.
• Order cancelled before dispatch — we refund in full minus any non-refundable bank / FX fees.

What we don't accept

• Containers that have been opened or partially used, where the product matches its CoA. We cannot resell or safely dispose of partially-used chemicals.
• Returns based on "wrong purchase" or "found a cheaper option". We strongly recommend a free sample first if you are uncertain whether a grade fits your process — see the catalogue.
• Custom blends and made-to-order quantities, except in cases of off-spec material.
• Damage caused after acceptance at the buyer's facility (handling, storage, contamination).
• Returns where the consignee declined delivery without documented reason and asks us to absorb return freight.

How to file a claim

1. Email sales@chem-end.com with subject "Returns claim — order #". Include: order number, batch / lot number, photos, and a one-paragraph description of the issue.
2. We will reply within 1 business day with a Return Material Authorisation (RMA) number and shipping instructions, or with questions if the situation needs clarification.
3. Do not ship anything back without an RMA. DG-classified chemicals returned without proper paperwork will be refused at customs.
4. Once we receive (and where applicable re-test) the material, we issue refund or replacement within 5 business days.

Refund timeline

Refunds are issued to the original payment method:

• Credit card via Stripe — 5–10 business days to appear on your statement
• Wire transfer (T/T) — 3–5 business days to your registered bank account
• Letter of credit — handled per the L/C amendment process; typically 7–14 days