Refund policy

Refund & Return Policy

Last updated: 9 July 2026

At PureChems, every product is intended strictly for laboratory and research use only and is not for human or animal consumption. Because our products are sensitive research materials with strict storage, handling, and integrity requirements, we maintain a strict return policy to guarantee the quality, purity, and safety of everything we ship. Please read this policy carefully before placing an order.

1. General Principle

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

We only accept claims in the limited cases described in Section 3 below.

2. Non-Returnable Items

The following cannot be returned or refunded:

  • Any product where the seal, cap, or tamper-evident packaging has been opened or broken
  • Any product that has been used, partially used, reconstituted, or removed from its original packaging
  • Products that have been stored outside the recommended conditions after delivery
  • Sale, clearance, or specially discounted items
  • Orders where the customer provided an incorrect or incomplete shipping address

3. When We Accept a Claim

We will provide a replacement or refund only if:

  • The product arrived damaged (e.g. broken vial, compromised packaging), or
  • You received the wrong item (different product or quantity than ordered), or
  • The product is defective or does not match the specification on its Certificate of Analysis (COA).

To be eligible, you must:

  1. Report the issue within 48 hours of delivery to infopurechems@gmail.com.
  2. Include your order number, a description of the problem, and clear photographs of the product, the packaging, and any visible damage.
  3. Retain all original packaging and materials until the claim is resolved.

Claims reported after 48 hours, or without the required photographic evidence, cannot be processed.

4. Right of Withdrawal (EU Consumers)

Under EU distance-selling rules, consumers normally have a 14-day right of withdrawal. However, this right does not apply to:

  • Sealed goods which are not suitable for return for health-protection or hygiene reasons if they have been unsealed after delivery, and
  • Goods that are liable to deteriorate or expire rapidly.

Because our research materials fall within these exemptions, the standard 14-day withdrawal right does not apply to opened or unsealed products. Sealed, unopened products in their original condition may be eligible for withdrawal within 14 days of delivery; in this case the customer is responsible for return shipping costs and for ensuring the product is returned undamaged and properly stored.

5. Refund Process

Once a claim is approved:

  • Refunds are issued to the original payment method.
  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
  • Where a replacement is agreed instead of a refund, we will ship the correct product at no additional cost.

We reserve the right to refuse a refund or replacement if the returned product shows signs of use, tampering, or improper storage.

6. Damaged or Lost Shipments

If your order arrives damaged, do not discard the packaging — photograph it and contact us within 48 hours. For shipments marked as delivered but not received, please contact us so we can open an inquiry with the carrier. Resolution may depend on the carrier's investigation.

7. Cancellations

Orders can only be cancelled before they have been dispatched. Once an order has been processed and handed to the carrier, it can no longer be cancelled and this Return Policy applies.

8. Contact

For all returns, refunds, or claims, contact:

PureChems Email: infopurechems@gmail.com Website: purechems.eu

Please include your order number in all correspondence.

All products are sold for laboratory research purposes only and are not intended for human or animal consumption, diagnostic, or therapeutic use. By purchasing, you confirm that you are acquiring these products for lawful research use only.