Returns & Replacements
1. General Rules For Returns And Refunds Policy
ChemicalCell allows unconditional returns for most items within 30 days after the date of receipt. Items that are damaged, defective, or not as described on the website can be returned for instruments and consumables.
I Returns And Refunds Eligibility
| Reasons for return | Defective items or items with quality issues | Items damaged during shipping, items with missing parts or not as described on the website | Others e.g. personal reasons |
| Reasons for return | terms must be inspected by a designated or authorized after-sales service center, who will issue an inspection report, or inspected report a ChemicalCell after sales service team | Damages include leaks, cracks,and loss of function. Damages must be reported with in 72 hours of confirmation of receipt. Missing parts refer to the absence of original parts and components of the item. | Items can be refunded due to other reasons only if the item is returned intact with all accompanying accessories and packaging,in a resellable condition. |
| 30-day unconditional return | Eligible | Eligible | Eligible (with the exception of some items) |
| 30-day return (due to quality issues) | Eligible | Not eligible | Not eligible |
| 180-day return (due to quality issues) | Only applicable for instruments and consumables. | Not eligible | Not eligible |
| 1-year maintenance and repair (due to quality issues) | Only applicable for instruments and consumables. | Not eligible | Not eligible |
| Shipping costs paid by customer? | No | No | No |
| Remarks | You may be required to provide an inspection report or a clear photo or video of the item to support your claim. ChemicalCell offers a temporary warranty for selected items on behalf of the manufacturer | You may be required to provide a clear photo or video of the item to support your claim. ChemicalCell may also contact the delivery personnel for more information. | Return shipping costs and taxes are paid by the customer |
2.Date Of Receipt And Return Window Period
The date of receipt used to calculate the return window period is one day after the date of delivery displayed on our third-party logistics platform. If you miss the return window as a result of late delivery or incorrect information displayed on the logistics platform, please contact our customer service team for assistance.
3. Non-Returnable Items
- Instruments and consumables that have been opened or used and cannot be resold
- Customized or personalized items
- Items that are not suitable to be returned by their nature, as confirmed by you at the time of purchase:
a.Items classified as hazardous material, or spoil easily after opening
b.Items that will depreciate in value once used
c.Items knowingly purchased near their sell-by date or defective
d.Items with the label “Unconditional returns not allowed” as indicated on the product description page
- Items that cannot be returned intact i.e. in its original condition with all accompanying accessories and trademarks
- Items not purchased from Chemicalorigin
Items that have quality issues as a result of unauthorized repairs, misuse, negligence, water damage, modifications, or improper installation, or items with the label, device
serial number, or security label torn or altered
- Items with information inconsistent with that on the warranty certificate
- Items with the security label scratched off
4. Other Rules Of Return
- A.
Items must be returned along with any accompanying free gifts for a full refund.
- B.
Carefully inspect your purchase at the time of receipt. If the packaging or item is damaged, and you would like to reject receipt of the package, please inform the delivery personnel immediately. If you discover any defects after confirming receipt of your item, please submit a claim for a refund within 72 hours of confirmation. You may be required to provide a photo or video of your purchase for verification. Any late claims will not be accepted.
- C.
Back up any data before returning data storage products to ChemicalCell for repairs.
- D.
ChemicalCell does not provide data storage and exportation services, and will not be liable for any data loss or corruption
- E.
ChemicalCell reserves the right to issue a refund without a return of the item.
- F.
Items can only be returned, and cannot be exchanged or replaced.
- G.
ChemicalCell will provide a return shipping address, and you provide and pay for your own mailing label.
- H.
A quality inspection report or other documentation issued by an authority is required to support any disputes regarding the quality of your purchase.
- I
. Returned items must be in an unused, undamaged, and resellable condition, and must be returned with all accompanying accessories.
- J.
ChemicalCell will assume responsibility of returned items upon their arrival at the designated warehouse.
Processes
1.The item I received doesn't match the description.
Please submit the service form within 7 days of receiving the package and attach clear pictures of the item, the outer packaging (all sides), and the shipping label. If you record an unboxing video, you must provide a link to it. This will help facilitate processing your problem. To access the service form, go to:
My Orders > Completed Orders > Dispute > Aftersales > Disputes > Apply.
2.How do I make a refund request?
If you wish to return an item, submit a return request under My Account> My Orders. We will solve the refund issue within 2 business days.
3.I applied for a refund but still received the item.
please contact our customer service center at support@ChemicalCell.com.
4.How long do I have to request a refund?
ChemicalCell offers refunds for most items within 30 days of receipt of shipment. Most items sold on ChemicalCell follow our general Return’s Policy. When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you've had it, and how the item was purchased.
5.After applying for a refund, how long will it take to get a response ?
Once a refund is processed, your money will usually be refunded to your PayPal or bank account within 3-5 days. If after 5 days you still haven't received a refund, please contact us and we'll look into it.
6.When will I receive my refund?
The refund period for debit cards is 3-5 business days and 10-30 business days for credit cards.
7.I didn't receive a refund to my bank account.
Please send the relevant order number to our service email and we'll look into it.
8.Why didn't I receive a full refund ?
We issue refunds in US dollars. Discrepancies between refund and payment amounts are due to fluctuations in exchange rates. Please use the US dollar amount as the standard.
Disputes
1.The item I received doesn't match the description.
After clicking on the order, go to My Orders > Dispute > Disputes to submit a dispute. Select "Item doesn't match description" as the reason. Upload the unboxing video, warranty information, clear pictures of the received item, and any other important information, then submit the service form. The seller will promptly handle your dispute. If the seller doesn't handle it within 72 hours, the dispute will automatically upgrade to arbitration and a Origin chemical agent will intervene.
2.I didn't receive my item.
Sometimes package tracking information is not updated in a timely manner. It is recommended that you first contact the post office to check whether the package has arrived. If the post office doesn't have the package, ask the post office to provide proof that it wasn't signed for. This will facilitate processing of your dispute.
After clicking on the order, go to My Orders > Dispute > Disputes to submit a dispute. Select "Did not receive item" as the reason. Then upload proof that you did not receive the item, as well as any other supplementary proof, and click "Submit". The seller will promptly handle your dispute. If the seller doesn't handle it within 72 hours, the dispute will automatically upgrade to arbitration and a ChemicalCell agent will intervene.
3.I'm not satisfied with the outcome of the dispute after arbitration.
For each dispute, you can make one appeal. If you're not satisfied with the outcome of the dispute or arbitration, you can resubmit after the first dispute.
4.Can I cancel a dispute ?
ChemicalCell offers refunds for most items within 30 days of receipt of shipment. Most items sold on ChemicalCell follow our general Return’s Policy. When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you've had it, and how the item was purchased.
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