Returns & Replacements

Scope of This Policy

This policy applies to B2B chemical raw material orders confirmed through ChemicalCell, including standard chemicals, specialty chemicals, custom products, intermediates, reagents, and other industrial raw materials.

This policy mainly covers the following situations:

• Product specifications are clearly inconsistent with the agreed requirements
• Reasonable quality concerns arise regarding batch test results
• Packaging is damaged, leaking, or incorrectly labeled
• Shipment quantity, packaging specifications, or document information differs from the confirmed order
• Verifiable damage or abnormal conditions occur during transportation
• Additional COA, SDS/MSDS, TDS, or other delivery documents are required

Reporting a Quality or Delivery Issue

After receiving the goods, customers should inspect the outer packaging, labels, quantity, batch number, and product condition as soon as possible.

If any issue is found, please contact us promptly and provide the following information where possible:

• Order number, contract number, or proforma invoice number
• Product name, CAS number, batch number, and quantity
• Description of the issue
• Photos of outer packaging, inner packaging, labels, and product condition
• Delivery records, logistics documents, or damage evidence
• Third-party test report, if applicable
• Any other information that may help verify the issue

For packaging damage, leakage, quantity shortage, or transportation abnormalities, customers are advised to report the issue within 72 hours after receipt.

For quality concerns, customers should contact us as early as possible before opening, using, mixing, repackaging, or further processing the product, so that effective verification can be conducted.

Quality Review Process

After receiving customer feedback, we will conduct an internal review based on the specific situation.

The review may include:

• Checking confirmed order information
• Reviewing product specifications, batch number, and production records
• Reviewing COA, test data, and retained sample records
• Checking packaging, labels, and shipping documents
• Evaluating transportation conditions and receipt records

Communicating with the customer regarding third-party testing or retesting arrangements, if necessary

Based on the review results, we will discuss a reasonable solution with the customer.

Possible Solutions

Depending on the nature of the issue, confirmed order terms, and review results, we may provide one or more of the following forms of support:

• Providing missing documents or correcting document information
• Reshipping missing quantities
• Replacing affected products
• Conducting retesting or providing batch review statements
• Assisting with communication regarding third-party testing
• Providing credit adjustment or other solutions based on mutually confirmed commercial terms

The final solution will be determined according to the product type, cause of the issue, transportation status, product use condition, and agreed terms between both parties.

Situations Not Eligible for Return, Replacement, or Refund

The following situations are generally not eligible for return, replacement, reshipment, or refund:

• The customer fails to store, transport, handle, or use the product according to SDS/MSDS or technical documents
• The product has been opened, mixed, repackaged, processed, or used in production
• The customer changes the product application or uses it beyond the confirmed intended scope
• Damage, delay, or abnormal conditions are caused by customer-designated logistics, storage, or customs clearance arrangements
• Import refusal, return shipment, or clearance failure is caused by destination regulations, import permits, or customs issues
• The product is custom-made, specially specified, specially packaged, or purchased/produced according to customer requirements
• The issue is reported beyond a reasonable period and the cause cannot be verified
• The product was not directly supplied by ChemicalCell or its source cannot be confirmed

Custom Products

Custom synthesis products, special specifications, dedicated packaging, or products manufactured according to customer requirements are generally not eligible for unconditional cancellation, return, or replacement.

If a quality concern arises regarding a custom product, we will evaluate the issue based on the agreed technical specifications, test methods, COA, contract terms, and retained sample review results, and discuss an appropriate solution with the customer.

Transportation Damage or Abnormal Conditions

If the product shows carton damage, leakage, moisture exposure, label damage, or other abnormal conditions during transportation, please keep relevant evidence at the time of receipt and contact our team as soon as possible.

Recommended evidence includes:

• Photos of outer cartons
• Photos of inner packaging
• Photos of product labels
• Logistics tracking number
• Delivery record or carrier damage statement
• Photos showing the damaged or leaking area

We will assist the customer with follow-up handling based on the delivery terms, carrier responsibility, product condition, and confirmed order agreement.

Product Return Requirements

Customers should not return any chemical product without prior written confirmation from ChemicalCell.

If a return is necessary, the return reason, product condition, packaging method, transportation method, dangerous goods classification, customs documents, and receiving address must be confirmed in advance.

For hazardous chemicals, regulated chemicals, temperature-sensitive products, or opened products, return arrangements must be evaluated case by case according to safety, regulatory, and logistics requirements.

Products returned without prior confirmation may not be accepted or processed.

Document Correction and Supplementation

If customers find discrepancies in COA, SDS/MSDS, TDS, labels, invoices, packing lists, or other documents, please contact us promptly.

We will verify the order information, product batch number, and shipping records, and provide corrected documents or supplementary statements after confirmation.

Processing Time

We will review the case as soon as possible after receiving complete feedback materials.

Complex issues may require further verification of production records, test data, retained samples, transportation records, or third-party testing results.

The actual processing time depends on the issue type, completeness of submitted information, product category, and testing requirements.