Returns · Replacements · Refunds

Clear terms when a shipment isn’t right

Chemicals are specification-driven, so our refund policy is built around evidence, batch traceability and fast resolution. Here is exactly what qualifies, how to raise a claim and what happens next. Last updated 4 November 2026.

Raise a claim Cancellation terms

7 days

Transit damage & shortagesReport within 7 days of delivery, with photos and delivery notes.

15 days

Quality & specification claimsReport within 15 days with your lab results and retained sample.

14 days

Refund processingApproved refunds are released within 14 business days.

What qualifies, and what doesn’t

Every claim is checked against the agreed specification, the batch COA and the retained sample from the same lot.

Eligible for resolution

Off-specification product where independent or your lab results fall outside the agreed specification on the same batch.
Wrong product or grade delivered against your confirmed purchase order.
Short quantity against the packing list and weighbridge or delivery records.
Transit damage such as leaking, punctured or broken packaging noted on the delivery receipt.
Missing documents like COA or SDS that prevent you from using or clearing the goods.

Not eligible

Opened, mixed or processed material, except the quantity used for testing.
Improper storage after delivery, such as heat, moisture or contamination at your site.
Change of mind or a lower price found after the order is confirmed.
Claims after the window or without batch number, photos or test evidence.
Custom-sourced or made-to-order lots that match the agreed specification.

How a claim moves

One case owner follows your claim from first report to final settlement.

Report

Email the claim form with PO, invoice, batch number and photos.

Day 0

Acknowledge

We confirm receipt and assign a case reference.

Within 2 business days

Investigate

Retained sample retest, manufacturer review and, if needed, third-party analysis.

Usually 5–10 days

Decide

We share findings and the proposed resolution in writing.

Written outcome

Settle

Replacement shipped, credit note issued or refund released.

Within 14 business days

Ways we put it right

The resolution depends on the issue, the product and your preference.

Replacement

A fresh lot of the correct product or grade, shipped at our cost, with return or safe disposal of the rejected material arranged by us.

Credit note

A credit against your next order for the affected quantity, useful for buyers with regular or contract supply.

Refund

Money back to the original payment account for the affected quantity, minus any agreed bank charges, after the claim is approved.

Order cancellations

Because most lots are sourced to order, cancellation terms depend on how far the order has progressed.

Order stage

Outcome

What happens

Before order confirmation

Free cancellation

Quotations can be withdrawn at any time before you confirm the PO or proforma.

Confirmed, not yet booked

Full refund

Advance payments are refunded in full if no supplier commitment, booking or production has started.

Production or booking started

Partial refund

Costs already incurred, such as supplier charges, freight booking or packing, are deducted and the balance refunded.

Goods shipped or delivered

Not cancellable

Orders can no longer be cancelled; only the claims described above apply.

SamplesFree or paid samples are non-refundable but help you approve the grade before ordering.

Hazardous goodsReturns of dangerous goods are arranged only by us, in line with DG transport rules.

Indent ordersWhere we act as indenting agent, the manufacturer’s own claim terms apply and we manage the claim for you.

Currency & chargesRefunds are made in the invoice currency; bank and FX charges are shared unless the error is ours.

Raise a claim

Fill in the form to open an email to our team with your details already filled in. Attach photos, lab reports and delivery documents to that email before sending.

1Purchase order and invoice number
2Product name and batch / lot number
3Clear photos of packaging and labels
4Lab results against the agreed specification
5Delivery note with any remarks

Claims teamsource@cheloragroup.com source@chelorachemicalsuae.comPhone / WhatsApp+91 98191 11179

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