All products are intended exclusively for research and collectors purposes. Not for human consumption. 18+Research use only. Not for human consumption. 18+

Refund policy

Last updated 25 October 2026

Every PureChems product is sold strictly for laboratory and research use and is not for human or animal consumption. Our products are sensitive research materials with strict storage, handling and integrity requirements, so we keep a strict return policy to protect the quality and purity of everything we ship. Please read this policy carefully before you place an order. It forms part of our Terms of Service.

1. General principle

Once a product has left us, we cannot verify how it has been stored, handled or transported. For this reason, and for safety, hygiene and product-integrity reasons, opened, unsealed or used products cannot be returned, exchanged or refunded under any circumstances.

We accept claims only in the cases described in section 3.

2. Items that cannot be returned or refunded

  • Any product whose seal, cap or tamper-evident packaging has been opened or broken.
  • Any product that has been used, partly used, reconstituted or removed from its original packaging.
  • Products that have been stored outside the recommended storage conditions after delivery.
  • Sale, clearance and specially discounted items.
  • Orders where the delivery address you provided was incorrect or incomplete.

3. When we accept a claim

We provide a replacement or a refund only if:

  • the product arrived damaged, for example a broken vial or compromised packaging;
  • you received the wrong item, meaning a different product or quantity from the one you ordered; or
  • the product is defective or does not match the specification on its Certificate of Analysis (COA).

How to make a claim

To be eligible, you must:

  • report the problem within 48 hours of delivery by email to support@purechems.eu;
  • include your order number, a description of the problem, and clear photographs of the product, the packaging and any visible damage;
  • keep all original packaging and materials until the claim is resolved.

Claims reported more than 48 hours after delivery, or without the required photographs, cannot be processed.

4. Returning sealed, unopened products

Consumers in the European Union normally have 14 days to withdraw from a distance purchase. This right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery, or to goods that are liable to deteriorate or expire rapidly. Our research materials fall within these exceptions, so the 14-day withdrawal right does not apply to opened or unsealed products.

Sealed, unopened products in their original condition may be returned within 14 days of delivery. To arrange a return, email support@purechems.eu with your order number and the items you wish to return, and wait for our reply with return instructions before you send anything back. You pay the cost of return shipping, and you are responsible for making sure the product reaches us undamaged and properly stored.

5. Refunds

Once a claim or a return is approved:

  • refunds are paid to the original payment method;
  • please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider;
  • where a replacement is agreed instead of a refund, we ship the correct product at no extra cost to you.

We may refuse a refund or replacement if a returned product shows signs of use, tampering or improper storage.

6. Damaged or lost shipments

If your order arrives damaged, do not throw away the packaging. Photograph the parcel, the packaging and the products, and contact us within 48 hours of delivery.

If your tracking shows the parcel as delivered but you have not received it, or if the parcel has not arrived within 14 days of the expected delivery date, contact us and we will open an inquiry with the carrier. The outcome may depend on the carrier's investigation. See our Shipping policy for delivery times.

7. Cancellations

An order can be cancelled only before it has been dispatched. To cancel, email support@purechems.eu as soon as possible with your order number. If the order has not yet been handed to the carrier, we cancel it and refund the full amount to the original payment method. Once an order has been processed and handed to the carrier, it can no longer be cancelled, and the rest of this policy applies.

8. Contact

For all returns, refunds and claims, email support@purechems.eu. Please include your order number in every message.

All products are sold for laboratory research purposes only and are not intended for human or animal consumption, or for diagnostic or therapeutic use. By buying, you confirm that you are acquiring them for lawful research use only. See our Research use disclaimer.