Chemicals are not ordinary retail goods. Once a container leaves our control we cannot verify how it was stored or handled, and many products cannot safely or legally be put back into stock. This policy sets out when a replacement, credit or refund is available.
What we accept
- Non-conforming product that does not meet the specification on its quotation or certificate of analysis.
- Wrong item, where the product, grade or pack size differs from the order confirmation.
- Transit damage or shortage, such as broken, leaking or missing containers on arrival.
What we do not accept
We do not accept returns of correctly supplied products because they are no longer needed, were ordered in error, or proved unsuitable for an application that was not agreed with us. Opened, mixed, relabelled or improperly stored material is not eligible, and custom synthesis products are covered only by the terms of their proposal.
Time limits
Report transit damage and shortages within 7 days of delivery. Report specification issues in writing within 30 days of delivery. Late claims may still be considered but cannot be guaranteed.
How to make a claim
- Email contact@zemixal.com with your order reference, product, lot number and a description of the problem.
- For damage, include photographs of the packaging, labels and contents.
- For quality claims, include your test method and results.
- Keep the material and packaging, stored safely, until we reply.
Do not return any goods without our written agreement. Hazardous materials must be returned under transport rules, and we will arrange the method if a return is needed.
Outcome
If the claim is confirmed, we replace the product, issue a credit or refund the price paid for the affected goods, at your choice where practical. Refunds go to the original payment method. Where we confirm our error, we cover the return and replacement shipping costs.
Disputed results
If our data and yours disagree, we may propose testing a retained or returned sample at an independent laboratory. If the product is found to conform, the cost of that testing may be charged to the buyer.