Refunds, returns & cancellations
Pharmaceutical chemicals can't simply be sent back like retail goods – once a sealed pack leaves a controlled store, its quality can no longer be guaranteed. So this policy sets out exactly when we replace, credit or refund, how quickly to tell us, and what we need from you.
Last updated: 30 October 20261Time limits
Enter your delivery date to see your own deadlines.
Note it on the delivery receipt and email us photos. Leaking, torn or short packs must be reported fast.
Deadline: enter dateSend your test results with the batch number. Keep the material sealed and unused.
Deadline: enter dateWe compare your results with the COA and, if needed, test a retained sample at an agreed laboratory.
Updates by emailReplacement dispatched, credit note issued, or refund sent by bank transfer.
After approval2What happened?
3Cancellations
What happens if you cancel depends on how far the order has progressed and how it was sourced.
| When you cancel | Stock items | Indent / made-to-order | Regulated or hazardous chemicals |
|---|---|---|---|
| Before we confirmQuotation stage | FreeNo charge – a quotation is not binding until confirmed. | FreeNo charge. | FreeNo charge. |
| After confirmationBefore dispatch | Usually possibleAdvance refunded, less any costs already incurred, such as special packing. | Generally not possibleOnce placed with the manufacturer, the order is binding. Any refund depends on the manufacturer's cancellation terms. | Case by casePossible before dispatch, less costs incurred for permits, packing or dangerous-goods booking. |
| After dispatchIn transit | Only by agreementReturn freight and handling charged; refund only after goods are received back in original condition. | Not possibleTreated as delivered. | Not possibleCannot be recalled or returned for safety and regulatory reasons. |
| After deliveryGoods received | No refundExcept for a valid damage, shortage or quality claim. | No refundExcept for a valid claim. | No refundExcept for a valid claim. Replacement is preferred to return. |
4The details
This policy applies to products bought from Chelora Pharmachem, Mumbai. It forms part of our Terms & Conditions; if anything conflicts, the Terms & Conditions and your order confirmation prevail.
Email source@chelorapharmachem.com with your invoice or order number, product, batch number, quantity affected, a description of the problem and supporting evidence – photos, delivery receipt notes or test results. The claim builder below prepares this email for you.
Do not use, process, mix, repack or dispose of the affected material while a claim is open. Store it as stated in the SDS, sealed where possible, so it can be inspected or collected.
We compare your findings with the manufacturer's batch COA. Where results differ, a retained sample may be tested at a mutually agreed laboratory. If the material is within specification, the testing cost may be charged to the party whose result was not confirmed.
No product may be sent back without our written approval and return instructions. For approved returns we will arrange collection; hazardous products are collected only by a licensed carrier under dangerous-goods rules.
For an accepted claim we will, at our option, replace the product, issue a credit note, or refund the price paid for the affected quantity, including freight where we arranged it. Our liability is limited as set out in our Terms & Conditions.
Refunds are made by bank transfer (NEFT / RTGS, or international wire for export orders) to the account that made the payment, in the currency paid. We do not refund in cash. GST is adjusted through a credit note in line with GST rules.
Bank charges for international transfers are shared or borne as agreed in the original order.
Once a claim or cancellation refund is approved, we aim to issue the replacement, credit note or refund within 10 working days. Your bank may take a few more days to credit the amount.
Risk passes according to the agreed Incoterm. For transit damage on CIF or CIP shipments, a claim may need to be lodged with the insurer – we will help with documents. Import duties and local taxes paid by the buyer are not refundable by us.
Where we act as indenting agent and the manufacturer invoices you directly, refunds and claims follow the manufacturer's terms. We will coordinate the claim on your behalf. See our indenting agent page.
We may update this policy from time to time. The version published on the date of your order applies to that order.
Write to source@chelorapharmachem.com or call +91 98191 11179, Monday to Saturday during business hours.
5Start a claim
Fill this in and we'll prepare a complete claim email in your own email app – so nothing gets missed and we can respond faster.
