Chemicals cannot be treated like ordinary retail goods. Once a container has left our control, we cannot verify how it was stored or handled, and many products cannot legally or safely be returned into stock. This policy explains when a return, replacement or refund is possible.
When we will accept a claim
- Non-conformity: the product does not meet the specification on its Certificate of Analysis or quotation.
- Wrong item: the product, grade or pack size differs from the order confirmation.
- Transit damage or shortage: containers are broken, leaking or missing on arrival.
Time limits
Transit damage and shortages must be reported within 7 days of delivery. Specification claims must be reported in writing within 30 days of delivery. Claims made later may still be considered but cannot be guaranteed.
How to raise a claim
- Email query@vaqorachemicals.com with your order number, product, lot number and a description of the problem.
- For specification claims, include your analytical results, the method used and the sample preparation.
- For damage, include photographs of the outer packaging, inner packaging and labels.
- Keep the material and packaging, stored as directed, until the claim is resolved.
Investigation
We compare your data with the Certificate of Analysis, the manufacturer's records and, where available, the retained sample. We may ask for a sample of the material you received. If the claim is confirmed, we will replace the product or refund the price paid, at our option and in discussion with you.
Physical returns
Do not send any material back without written authorisation. Where a return is agreed, we will provide instructions, and hazardous materials must be packed and declared by the sender in accordance with transport regulations. We cover return costs for confirmed claims.
What we cannot accept
- Returns of correctly supplied products ordered in error or no longer needed
- Opened products, except for a confirmed quality claim
- Custom-synthesised, made-to-order or cold-chain products, except for a confirmed quality claim
- Products that have not been stored as directed on the label and SDS