When a shipment of Amines, Dyes, Agrochem, Petrochem or Pharmachem doesn't arrive the way we agreed, we make it right — with a replacement, a credit note or a refund. This page explains exactly when that applies, how fast it happens and what we need from you.
Six promises, before the fine print.
If you only read one part of this page, read this. The sections below explain each point in detail.
Report visible problems fast
Note damage, leaks or short quantity on the delivery receipt and tell us within 48 hours.
Fifteen days for quality
Material outside the agreed specification can be claimed within 15 days, before it's used.
We answer quickly
Every claim is acknowledged within one working day, with a named contact on our desk.
A neutral lab decides
Disputes on quality are settled by an independent laboratory on the retained sample.
You pick the remedy
Replacement, credit note or refund — once a claim is approved, you choose which suits you.
Refunds paid promptly
Approved refunds reach your bank within 10 business days, in the invoice currency.
What this policy covers.
This policy applies to orders placed with Chelora Chemicals through chelorachemicals.us, our US sourcing desk, email or WhatsApp, for products in our five families: Amines, Dyes, Agrochem, Petrochem and Pharmachem. It works alongside our Terms & Conditions and the sales contract or purchase order for your shipment. Where a signed contract says something different, the contract wins.
- Agreed specification
SPEC - The grade, assay, impurity limits and physical parameters confirmed in writing on your PO, contract or approved pre-shipment COA. Claims are always measured against this.
- Lot
BATCH - The batch of material covered by one Certificate of Analysis, identified by the lot number on the label and the COA.
- Non-conformance
NCR - A measurable difference between what was delivered and the agreed specification, quantity or product — confirmed by test, count or inspection.
- Claim
CLAIM - Your written notice to us, with order number, lot number and evidence, asking for a replacement, credit note or refund.
- Credit note
CN - A written credit for the agreed value, deducted from your next invoice. Credit notes are valid for 12 months from issue.
- Return authorisation
RA - The reference number we issue before any goods are sent back. Goods returned without an RA number can't be accepted.
Will your claim qualify?
Answer up to four quick questions and see the likely outcome before you contact us. It's a guide, not a decision — every claim is reviewed by a person.
Your result appears here as soon as you've answered.
The checker runs in your browser and nothing you click is sent or stored.
The clock starts at delivery.
Each type of problem has its own reporting window, counted in calendar days from the date on the signed delivery receipt. Select a window to see it on the dial.
Five steps from report to resolution.
Most claims are settled within two to three weeks of the first report. Quality claims that need a laboratory retest take a little longer — the lab's turnaround is the main factor.
You report it
Email or WhatsApp us with the order number, lot number, photos and a short description.
We acknowledge
You get a claim reference and a named contact, and we tell you what evidence we still need.
Joint testing
The retained sample is tested by an independent lab such as SGS, Intertek or Bureau Veritas.
Decision
We confirm the outcome in writing, within 10 working days of receiving complete evidence or the lab report.
Settlement
Replacement shipped, credit note issued or refund paid — whichever you prefer.
Three ways we settle a claim.
Once a claim is approved, the choice is yours. Settlement never exceeds the invoiced value of the affected material, plus the freight and testing costs set out in section 11.
Replacement
We send conforming material of the same product and grade. Usually the fastest route back to production.
- New lot with fresh COA and SDS
- Freight on us for approved claims
- Pre-shipment sample on request
for stocked grades
Credit note
A credit for the agreed value, applied against your next order. Ideal for regular buyers on a call-off programme.
- Issued with the written decision
- Valid for 12 months
- Usable on any of the five families
after approval
Refund
Money back by bank transfer to the account the invoice was paid from, in the invoice currency.
- Full value of the affected material
- No deduction for our bank charges
- Remittance advice emailed to you
after approval
The earlier you cancel, the less it costs.
Because we source each order from a qualified manufacturer, costs start once the order moves through the supply chain. Drag the slider to see what applies at each stage.
If material comes back to us.
Not every claim needs a return — often we arrange local disposal or resale instead, to save you time and freight. When a return is needed, these conditions keep it safe and quick.
- Get a return authorisation firstWe issue an RA number and collection instructions. Please don't ship anything back without it.
- Keep the lot intactOriginal drums, bags or IBCs, with labels, seals and lot numbers in place.
- Store it correctly meanwhileFollow the storage conditions on the SDS until collection — temperature, moisture and segregation.
- We book the collectionFor approved claims we arrange and pay for collection. You just confirm a pick-up window.
- Settlement after inspectionRefunds and credit notes for returned goods follow once the material is received and checked.
Notes for each of our five ranges.
The policy is the same for every product. These notes cover the points that come up most often in each family, so claims move faster.
Where a refund doesn't apply.
We'd rather be clear up front. These situations fall outside the policy, though we're always willing to talk them through.
- Material already used or processedOnce a lot is blended, reacted, repackaged or consumed, it can't be retested fairly. Latent defects are reviewed individually.
- Results within the agreed specificationA lot that meets every parameter of the agreed spec conforms, even if it performs differently in your process.
- Claims after the reporting windowReports received after the windows in section 4 can't be accepted as claims.
- Damage from storage or handling after deliveryProblems caused by storage outside the SDS conditions, contamination on site or improper decanting.
- Change of mind or market price movesOrders aren't refundable because plans or prices change. We may help resell unopened goods, less costs.
- Lab and trial samplesSamples are not refundable — unless we sent the wrong product, which we replace free of charge.
- Indirect and consequential lossesLost production, lost profit, demurrage at your site or third-party claims are outside this policy.
- Quantity within contract toleranceBulk shipments are measured against the tolerance on your contract; variances within it aren't shortages.
Costs, laid out plainly.
Here's how product, freight and testing costs are shared, depending on what happened.
| Situation | Replacement / refund of goods | Freight & collection | Laboratory testing |
|---|---|---|---|
| Lot outside the agreed spec (confirmed by lab) | Chelora | Chelora | Chelora |
| Lot found within spec on retest | No refund due | Buyer | Buyer |
| Wrong product or grade shipped | Chelora | Chelora | Not needed |
| Transit damage or shortage, reported in time | Chelora | Chelora | Not needed |
| Cancellation after supplier booking | Costs incurred | If booked | Not needed |
| Return requested for change of mind | Case by case | Buyer | Buyer, if required |
Tell us what went wrong.
Fill in the details below and send the claim by email or WhatsApp. Your claim is registered the moment we receive it, which is what counts for the reporting windows.
Your claim is ready to send.
Press send in the window that just opened. We'll acknowledge it within one working day.
Things buyers often ask.
Visible damage, leaks and short quantity should be noted on the delivery receipt and reported within 48 hours. Concealed damage can be reported within 7 days. Quality outside the agreed specification and wrong product or grade can be reported within 15 days of delivery, before the material is used, blended, processed or repackaged.
Approved refunds are paid by bank transfer to the account the invoice was paid from, in the invoice currency, within 10 business days of approval. You can choose a replacement or a credit note instead.
If an independent laboratory finds the lot outside the agreed specification, Chelora Chemicals pays for the test. If the lot meets the specification, the cost of the test is charged to the buyer.
Yes, until the goods are dispatched. Cancellation is free before the source manufacturer is booked. After that, only the costs already incurred are charged, such as supplier cancellation fees, packing and booked freight. Orders in transit or delivered cannot be cancelled and are handled under the claim rules.
Lab and trial samples are not refundable, except where we sent the wrong product or grade, in which case we replace the sample free of charge.
Not always. For many claims we arrange local resale or disposal so you avoid return freight. If a return is needed, we issue a return authorisation and book a qualified carrier for approved claims.
Stop using it and tell us straight away. Material that has been used, blended or repackaged usually can't be retested fairly, but defects that couldn't reasonably be detected before use are reviewed case by case. Keep whatever remains unopened and retained.
Yes. Quality, quantity and wrong-product claims work exactly the same way. Cancellation charges follow the stages in section 7, which matter most for custom-sourced orders because the source manufacturer is booked specifically for you.
Talk to a real person.
How this policy fits with your contract. This Refund Policy forms part of the terms on which Chelora Chemicals supplies products ordered through chelorachemicals.us. It should be read with our Terms & Conditions and Privacy Policy. If a signed sales contract, purchase order or supply agreement for your shipment sets different terms, those terms apply.
Limits. Our total liability for any claim is limited to the invoiced value of the affected material, together with the freight and testing costs described in section 11. Nothing in this policy limits rights you have under applicable law that cannot be excluded.
Changes. We may update this policy from time to time. The version shown on this page on the date of your order confirmation applies to that order. Last updated 4 November 2026.
Something not right? Let's fix it.
Report it now and we'll come back within one working day with a claim reference, a named contact and the next step.