Returns Policy
A clear, even-handed policy for the rare occasion something goes wrong with an order — written so you know the outcome before you contact us.
Where we stand
Research Chemicals China supplies materials that go straight into research work, so an error on our side costs you far more than the price of the item. That is the standard we hold ourselves to when a return or complaint is raised.
In short: unopened stock can be returned where the law and product type allow it, a wrong item is replaced, damage in transit is investigated with the carrier, and any concern about quality is examined against our batch records before we answer.
The sections below set out eligibility, the exact steps to raise a case, how quality investigations run, and the situations we cannot accept back.
When a return is accepted
Four situations cover almost every request we receive.
Unopened Items
Sealed product in its original packaging and resalable condition may be returned where product type and applicable regulation permit. Raise the request promptly after delivery and keep the outer carton.
Wrong Item Supplied
If what arrived does not match your order, send us the order number and a photo of the label. The correct material is dispatched and we arrange collection of the incorrect one at our cost.
Damage In Transit
Report breakage or leakage the same day with images of the outer box, the packing and the item. We file with the carrier and issue a replacement or refund once the claim is opened.
Quality Concerns
Unexpected appearance, purity or analytical results are reviewed formally. We compare your observation with the batch file and retained sample before recommending a resolution.
Order number, batch or lot number, and photographs where relevant. With those three details we can usually trace the material on the first reply instead of the third.
The return process
Contact Support
Email or message our team with the order number, batch number, a short description of the issue and any supporting photos.
Case Review
We log the case, pull the batch documentation and, where needed, check the retained sample and the shipping record for that consignment.
Decision
You receive a written outcome — replacement, refund, credit or an explanation if the request falls outside this policy — with the reasoning stated.
Return Authorisation
If material must come back, we issue an authorisation number and packing instructions. Please do not ship anything back before that is in hand.
Closure
Once the replacement is delivered or the refund is processed, the case is closed and any corrective action is recorded internally.
Our team answers Monday to Saturday, 08:00–18:00 (UTC+8), by email and live chat. Cases opened outside those hours are picked up on the next working morning.
How a quality investigation runs
- Batch file reviewIncoming inspection records, certificates and in-house test results for the lot in question are re-examined from the start.
- Retained sample checkA reserve sample is kept from every batch. Re-testing it shows whether the material met specification when it left us.
- Handling and transit checkStorage logs and courier data are reviewed to establish whether conditions after dispatch could explain the result.
- Root cause analysisWhere a genuine deviation is confirmed, we trace it back to its origin rather than stopping at the symptom.
- Corrective actionFindings feed into supplier qualification, testing procedures or packing standards so the same failure does not repeat.
Exceptions and limits
We would rather state these plainly than surprise you later.
| Situation | Position |
|---|---|
| Opened containers | Generally not accepted for return, since chain of custody and integrity can no longer be assured once a seal is broken. A quality concern about opened material is still investigated in full. |
| Custom & special orders | Bespoke synthesis and non-catalogue items are prepared for you specifically and cannot be resold, so they are usually non-returnable. |
| Time limits | Raise requests within a reasonable period after delivery. Quality issues should be reported quickly while retained samples and records are readily accessible. |
| Cold chain items | Temperature-sensitive products can only be assessed if reported on the day of arrival, before storage conditions become an unknown variable. |
| Regulatory restrictions | Controlled or restricted materials may not be returnable by law. Where that applies we explain the constraint and propose an alternative resolution. |
| Unauthorised returns | Material sent back without a return authorisation number cannot be processed or credited, and may be refused at delivery. |
If your circumstances do not fit neatly into any row above, contact us anyway. Most cases are resolved by discussion rather than by clause.
Questions about a return?
Send us your order and batch number and our support team will take it from there — promptly, and in writing.