Reasons for return | Defective items or items with quality issues | Items damaged during shipping, items with missing parts or not as described on the website | Others e.g. personal reasons |
Reasons for return | terms must be inspected by a designated or authorized after-sales service center,who will issue an inspectionreport,or inspected report a Chemicalorigin after-sales service team | Damages include leaks, cracks,and loss of function.Damages must be reported within 72 hours of confirmation of receipt. Missing parts refer to the absence of original parts and components of the item. | Items can be refunded due to other reasons only if the item is returned intact with all accompanying accessories and packaging, in a resellable condition. |
30-day unconditional return | Eligible | Eligible | Eligible (with the exception of some items) |
30-day return (due to quality issues) | Eligible | Not eligible | Not eligible |
180-day return (due to quality issues) | Only applicable for instruments and consumables. | Not eligible | Not eligible |
1-year maintenance and repair (due to quality issues) | Only applicable for instruments and consumables. | Not eligible | Not eligible |
Shipping costs paid by customer? | No | No | Yes |
Remarks | You may be required to provide an inspection report or a clear photo or video of the item to support your claim. Chemicalorigin offers a temporary warranty for selected items on behalf of the manufacturer | You may be required to provide a clear photo or video of the item to support your claim. Chemicalorigin may also contact the delivery personnel for more information. | Return shipping costs and taxes are paid by the customer |
l After clicking on the order, go to My Orders > Dispute > Disputes to submit a dispute. Select "Item doesn't match description" as the reason. Upload the unboxing video, warranty information, clear pictures of the received item, and any other important information, then submit the service form. The seller will promptly handle your dispute. If the seller doesn't handle it within 72 hours, the dispute will automatically upgrade to arbitration and a Originchemical agent will intervene.
Sometimes package tracking information is not updated in a timely manner. It is recommended that you first contact the post office to check whether the package has arrived. If the post office doesn't have the package, ask the post office to provide proof that it wasn't signed for. This will facilitate processing of your dispute. After clicking on the order, go to My Orders > Dispute > Disputes to submit a dispute. Select "Did not receive item" as the reason. Then upload proof that you did not receive the item, as well as any other supplementary proof, and click "Submit". The seller will promptly handle your dispute. If the seller doesn't handle it within 72 hours, the dispute will automatically upgrade to arbitration and a Chemicalorigin agent will intervene.
For each dispute, you can make one appeal. If you're not satisfied with the outcome of the dispute or arbitration, you can resubmit after the first dispute.