Returns, claims and shipping
How we handle a non-conforming batch, how goods are packed and shipped, and what to check on arrival.
Shipping
Goods are dispatched from our site in Shanghai. Delivery terms follow the Incoterm stated on the quotation; where no Incoterm is stated, goods are supplied ex works. Air freight is used for smaller quantities and sea freight for full drums and pallets.
Packing follows the agreed specification: standard sizes are 1 kg, 25 kg and 100 kg, and custom packing can be arranged. Hazardous consignments ship with the classification and documentation stated on the safety data sheet.
Lead time
Quotations are usually issued within one business day. Lead time for a catalogued item depends on the pack size and the stock position and is stated on the quotation. Custom synthesis is quoted with its own project timeline.
Inspection on arrival
Please inspect the consignment at the time of delivery. Any visible damage or shortage should be noted on the carrier's delivery document before signing, then reported to us within 14 days with the batch number and photographs of the packaging.
Claims for non-conformity
If a batch does not meet the agreed specification, notify us within 14 days of delivery, quoting the batch number and the values you measured against the certificate of analysis. Keep the original packaging and the unused portion of the material so the deviation can be investigated.
Replacement or refund
Where a claim is accepted, we will at our option replace the material or refund the invoiced value of the affected batch. Custom-synthesised material is made to your specification and cannot be returned unless it fails that specification.
Material that cannot be returned
For safety and regulatory reasons we cannot accept the return of material that has been opened and stored outside its original packaging, that has been repacked by the customer, or that has been stored contrary to its safety data sheet.
Documentation on request
Every shipment carries a batch-specific certificate of analysis and a safety data sheet. If your QA department needs additional documentation — a supplier questionnaire, an allergen or origin statement, or a declaration of conformity — ask before dispatch and it will travel with the goods.
Contact
For any question about a delivery or a claim, write to [email protected] with your order or quotation reference.
Need a shipping or documentation confirmation?
Send the destination and the quantity and we will confirm the route, the packing and the paperwork.