1. Cancellation Timeline & Restrictions

1.1 Cancellation Time Frame: Customers may cancel orders or services within a period of 24 hours from the moment of order placement. Subsequent to this period, cancellations and refunds will not be entertained.

1.2 Conditions and Restrictions for Cancellations: Cancellation requests are subject to approval and will be declined after the stipulated 24-hour window or if the order is processed by us. Customized or personalized orders are non-cancellable.

1.3 Cancellation & Compliance Refund Policy

1.3.1 Standard Order Cancellations (Buyer-Initiated)

In the event of a cancellation request submitted within 24 hours of order placement (and prior to dispatch), customers may choose one of the following resolution options:

  • Option A (100% Store Credit): Receive 100% of the total order value as Store Credit, valid for Lifetime across all catalog products.
  • Option B (Monetary Refund): Receive a refund to the original payment source minus a 10% Administrative Fee. This fee strictly offsets unrecoverable payment gateway merchant charges, bank processing fees, and order processing expenses incurred prior to cancellation.

1.3.2 Regulatory Non-Compliance & Verification Failure Fees

Orders for Restricted, Regulated, or Sensitive Products (including but not limited to Concentrated Acids, Chloroform, Controlled Solvents, and Precursor Chemicals) strictly require valid End-User Declarations (EUD), institutional GSTIN, industrial licenses, or statutory KYC verification prior to dispatch.

  • Prohibition on Unauthorized Use: Orders placed for regulated items intended for unauthorized personal, residential, or domestic use (e.g., home/toilet cleaning, uncertified personal medicinal use) will be rejected and cancelled immediately upon compliance screening.
  • Resolution Options for Non-Compliance / Verification Failure: In cases where an order is cancelled due to a failure/refusal to provide mandatory KYC documents or attempting an unauthorized purchase of restricted items, the customer may choose one of the following resolution options:
  1. Option A (100% Store Credit): Receive 100% of the paid amount as Store Credit, valid for Lifetime, which can be redeemed on any standard, unrestricted catalog products.
  2. Option B (Monetary Refund): Receive a monetary refund to the original payment source minus a 10% Compliance Verification Fee.
  • Purpose of the 10% Fee: This fee strictly covers unrecoverable third-party payment gateway transaction charges, identity verification costs, legal compliance review overheads, and administrative costs incurred during order screening prior to cancellation.

1.3.3 Merchant Non-Fulfillment

If an order is cancelled by the Platform due to stock unavailability, logistics failure, or merchant inability to fulfill, the customer is entitled to a 100% Full Monetary Refund to the original payment method without any deductions.

2. Replacement & Resolution Policy

2.1 Primary Remedy (Replacements)

Given the fragile and specialized nature of laboratory glassware, equipment, and chemical packaging, replacements are the primary remedy for items damaged during transit or incorrect deliveries. Refunds are initiated only if a suitable replacement cannot be fulfilled due to stock unavailability or logistical limitations.

2.2 Claim Submission Window

Claims regarding transit damage, missing items, or wrong deliveries must be reported within 24 hours of delivery.

2.3 Verification & Proof Requirements:

Physical Damage / Transit Breakage: Customers must provide clear, unedited visual evidence (such as an unboxing video or photographs) clearly showing the shipping label, external package condition, and the broken/damaged product.

Functional / Technical Defects: For electronic instruments, meters, or machinery that fail to function upon delivery, proof of technical non-functionality must be submitted. Unboxing videos are not strictly mandatory for internal technical defects.

2.4 Non-Replaceable Products

Items cannot be returned or replaced if damaged due to post-delivery mishandling, unauthorized chemical usage, improper installation, or normal wear and tear.

3. Refund Considerations

3.1 Eligibility for Refunds: Refunds (Monetary or Store Credit) will be processed solely under the following conditions:

  • The delivered item was broken/damaged in transit AND an exact replacement is out of stock/discontinued.
  • An incorrect item was delivered and returned to us in unused condition.
  • The order was cancelled prior to dispatch in accordance with Clause 1.3.

4. Return & Wrong Item Delivery Protocol

4.1 Return Procedure for Physical Goods

Physical goods are non-returnable for a change of mind. Returns are only initiated for incorrect or defective products.

4.2 Wrong Item Delivered

If an incorrect item is received, notify us within 24 hours with unboxing video/photo proof. We will arrange a reverse pickup at our cost. Upon receipt and verification of the returned item in unused, original packaging, we will issue a replacement or a 100% refund/store credit within 5–7 working days.

5. Refund Methods & Timelines

5.1 Refund Processing: Where a refund is approved (due to stock unavailability or wrong delivery), it will be issued via 100% Store Credit (valid for Lifetime) OR credited back to the original payment source within 5–7 working days from approval.

6. Exceptions & Specific Scenarios

6.1 Delayed Dispatch & Fulfillment Failure

If we fail to dispatch your order within the estimated lead time stated on the product page (or within 7 business days for standard catalog items), the customer reserves the right to cancel the order for a 100% Full Monetary Refund without deductions.

6.2 Refusal of Delivery / Return to Origin (RTO)

If a shipment is refused by the customer at the time of delivery attempt without prior authorization, or returned due to incorrect contact details, a refund will be processed after deducting actual forward shipping, return shipping (RTO) charges, and restocking fees for damaged items. The balance will be refunded to the original payment source within 5–7 working days.

6.3 Non-Responsive Customer / Address Verification

For security and compliance, orders requiring mandatory address or identity verification must be confirmed. If the customer fails to respond to official communications (WhatsApp/Call/Email) within 10 days, the order will be cancelled. A 10% Administrative & Processing Fee will be deducted, and the remaining balance refunded to the original payment source.