Refund & Return Policy
This policy explains under which conditions orders may be cancelled, refunded or replaced. Due to the nature of bulk chemical raw materials, strict limitations apply.
1. Order Cancellation
Orders can only be cancelled before production or shipment is arranged. Once goods are dispatched or documents issued, cancellation is no longer possible.
2. Non-Returnable Items
Due to safety, compliance and customs regulations, chemical raw materials shipped in bulk packaging (bags, drums, IBCs) are not returnable once delivered.
3. Exceptions
A refund or replacement may be considered if:
- Wrong product or grade was delivered;
- COA, TDS or MSDS provided does not match the actual shipment;
- Serious damage occurred during transportation, verified by carrier inspection report.
4. Refund/Replacement Process
All claims must be submitted in writing within 7 days of receiving goods, with photos, batch numbers and relevant documents. We will coordinate with the manufacturer and logistics provider to evaluate the case.
5. Limitation of Responsibility
We act as a sourcing company. Our responsibility is limited to coordinating replacement or partial refund in line with manufacturer confirmation. We are not liable for indirect costs such as lost production, resale losses or downstream usage issues.
6. Contact
For refund or replacement requests, please contact us:
- Company: CelloChem New Materials Co., Ltd.
- Email: hanzehui634@gmail.com