Quality Assurance Standard

Refund & Cancellation Policy

Clear, transparent terms governing chemical order cancellations and compound claims, ensuring optimal safety standards.

Last Updated: April 2026

1. Core Quality Principle

Due to the highly sensitive, regulated, and critical biosafety status of chemical compounds and lab materials, the Refund and Cancellation Policies at AlexChem are strictly designed to guarantee consumer safety, eliminate any risk of cross-contamination, and maintain absolute purity and high-performance product benchmarks.

2. Cancellations Prior to Dispatch

Clients can cancel standard chemical catalog orders subject to these regulatory logistics terms:

Free Cancellation Window: You can cancel your order and receive a 100% full refund within 2 hours of payment, or at any time before the shipment is physically dispatched from our Alexandria distribution warehouses.
Post-Dispatch Cancellations: Once materials are loaded and the transit vehicle leaves our gate, shipping fees, hazardous packaging surcharges, and custom handling rates are strictly non-refundable. Only chemical compound costs are eligible for return after the truck safely returns and our team verifies the seals are untouched.

3. No Returns on Opened/Unsealed Compounds

CRITICAL NOTICE: Opened, unsealed, sampled, or tampered chemical containers, canisters, and raw material drums are strictly ineligible for refund, return, or replacement under any circumstances.

Once a chemical container's safety seal is broken (whether liquid, solid, or gas), it falls out of our controlled purity chain and is deemed exposed to contamination hazards. To protect the integrity of the supply chain and maintain public safety, all such sales are absolute and final.

4. Damaged Goods & Certificate (COA) Discrepancies

In the rare event that a cargo batch arrives damaged or shows physical deviations from the agreed specifications, the customer must implement the following claims protocol:

Immediate Reporting (24-Hour Window): Notify our customer support team within 24 hours of package arrival, providing clear photographic evidence of drum leakage, structural damage, or broken seals prior to unloading.
COA Variance Claims: If a purity discrepancy is claimed compared to the provided Certificate of Analysis (COA), the client must supply a formalized testing report issued by an accredited laboratory indicating the chemical variance.
Resolution: Upon verification by our Quality Assurance (QA) team, AlexChem will promptly dispatch a replacement batch at zero cost or issue a complete refund for the affected chemicals.

5. Custom Blends & Specialized Blending

Please be advised that custom chemical formulations, customized perfume bases, or raw material blending created specifically to customer specs and technical proportions are 100% non-refundable, non-returnable, and ineligible for cancellation once blending operations have commenced.

6. Approved Refund Processing

Approved refunds will be processed and disbursed within 5 to 7 business days (5-7 days). Funds will be returned via the original corporate payment method (bank wire transfer, online merchant gateway) or credited directly to the client's account store balance at AlexChem for future purchases, depending on the customer's preference.