- Order Cancellation & Modifications Before Shipment: Orders can be cancelled for a full refund if the request is received before the package has been processed for dispatch.
After Shipment: Due to the nature of high-purity laboratory chemicals, we cannot accept cancellations or returns once a product has left our facility. This ensures the chain of custody and chemical integrity for all our researchers.
- Reshipment Policy (Delivery Guarantee) We understand the complexities of EU logistics. Chemssupply.eu offers a One-Time Free Reshipment under the following conditions:
Tracked Shipping: Only orders sent via “Tracked/Insured” methods are eligible for reshipment.
Non-Delivery: If your tracking information has not updated for more than 15 business days within the EU, we will reship your order at no additional cost.
Exclusions: We do not offer reshipments if:
The address provided was incorrect or incomplete.
The package was rejected by the recipient.
- Damaged or Incorrect Items Your research depends on accuracy. If your order arrives damaged or contains the wrong substance:
Notification: You must contact us within 48 hours of delivery.
Evidence: Provide clear high-resolution photos of the unopened packaging and the batch
Resolution: Upon verification, we will immediately dispatch a replacement or issue a full refund to your original payment method.
- Technical & Purity Disputes Analytical Testing: If you believe a product does not meet our 98%+ purity standard, please provide an independent HPLC/MS analysis report.
Refund: If the analytical data confirms a discrepancy, we will issue a 100% refund or store credit, including any shipping costs incurred. All sales are final unless a defect is proven.
By making a purchase on our website, you agree to comply with the terms outlined in this Refund and Return Policy. Thank you for choosing us!