Return & Refund Policy
Last Updated: December 3, 2025
Important Notice
Due to the nature of research chemicals and safety regulations, we have a strict return policy. Please read this policy carefully before making a purchase. All sales are final unless the product is defective, damaged, or incorrect.
Eligible for Return
- • Defective products
- • Damaged during shipping
- • Wrong items received
- • Missing items from order
NOT Eligible for Return
- • Opened or used products
- • Change of mind
- • Incorrect product ordered by customer
- • Products past return window
1. Return Eligibility
1.1 Acceptable Return Reasons
We accept returns ONLY in the following circumstances:
✅ Defective Products
Products that are damaged, contaminated, or do not meet quality standards
Timeframe: Must be reported within 48 hours of delivery
✅ Shipping Damage
Products damaged during transit with visible packaging damage
Timeframe: Must be reported within 24 hours with photos
✅ Wrong Items Shipped
You received a different product than what you ordered
Timeframe: Must be reported within 48 hours of delivery
✅ Missing Items
Items listed on your order are missing from the package
Timeframe: Must be reported within 48 hours of delivery
1.2 Non-Returnable Items
The following items CANNOT be returned or refunded:
Opened or Used Products
Once the seal is broken or product is used, it cannot be returned for safety and legal reasons
Change of Mind
We do not accept returns due to buyer's remorse or change of research plans
Customer Error
If you ordered the wrong product, we cannot accept returns
Expired Return Window
Returns must be requested within the specified timeframe
Improperly Stored Products
Products damaged due to improper storage or handling by customer
2. Return Process
2.1 How to Request a Return
- 1
Contact Us Immediately
Email info@darkchemsite.com within the specified timeframe
Include: Order number, product name, and reason for return
- 2
Provide Evidence
Take clear photos of the product, packaging, and any damage
Photos must show: Product label, packaging damage, defect details
- 3
Wait for Approval
Our team will review your request within 24-48 hours
We may request additional information or photos
- 4
Receive Return Authorization
If approved, you'll receive a Return Authorization (RA) number
Do NOT return items without an RA number
- 5
Ship the Product Back
Package securely and include RA number on the package
Use trackable shipping method (we'll provide prepaid label if our error)
- 6
Receive Refund or Replacement
Once we receive and inspect the return, we'll process your refund or send replacement
Processing time: 7-14 business days
2.2 Return Shipping
✅ Our Error (Defective, Wrong, or Damaged Items)
We will provide a prepaid return shipping label. You will NOT be charged for return shipping.
❌ Customer Error or Change of Mind
Returns are not accepted for customer errors or change of mind. All sales are final.
3. Refund Policy
3.1 Refund Methods
Approved refunds will be issued using the following methods:
Original Payment Method
Refunds are issued to the original payment method used for purchase
- • Credit/Debit Card: 5-10 business days
- • Bank Transfer: 7-14 business days
- • Other Methods: Up to 14 business days
Store Credit (Optional)
You may choose to receive store credit instead of a refund
- • Instant credit to your account
- • 10% bonus credit (e.g., €100 refund = €110 store credit)
- • No expiration date
3.2 Refund Amount
Product Price
Full refund of the product price
Shipping Fees (Our Error Only)
Original shipping fees refunded if the error was ours
Shipping Fees (Customer Error)
Shipping fees are non-refundable for customer errors
Return Shipping Costs
Deducted from refund if customer is responsible for return
3.3 Partial Refunds
In some cases, we may issue a partial refund:
- Products returned without original packaging
- Products with minor defects that don't affect research use
- Products returned after the standard return window (case-by-case basis)
- Products with missing accessories or documentation
4. Replacement Policy
4.1 When Replacements Are Offered
We offer replacements for:
- Defective products (subject to availability)
- Wrong items shipped
- Damaged products during shipping
- Missing items from your order
4.2 Replacement Process
- Request return authorization as described above
- Indicate you prefer a replacement instead of refund
- We'll check product availability
- If available, replacement ships within 2-3 business days
- If unavailable, we'll offer refund or alternative product
💡 Note: Replacements are subject to product availability. If the product is out of stock, we'll offer a full refund or equivalent alternative.
5. Damaged or Defective Products
5.1 Inspection Upon Delivery
⚠️ IMPORTANT: Inspect Immediately
Inspect your package immediately upon delivery. If you notice any damage to the packaging or products, take photos and contact us within 24 hours.
5.2 Required Documentation
To process a claim for damaged or defective products, you must provide:
- Clear Photos: Multiple angles of the product and packaging
- Product Label: Visible product information and batch number
- Packaging Damage: Photos of any external damage to the box/envelope
- Defect Details: Clear description of the defect or damage
- Order Information: Order number and date of delivery
6. Order Cancellations
6.1 Before Shipment
✅ Cancellation Possible
You may cancel your order for a full refund if it hasn't been processed or shipped yet. Contact us immediately at info@darkchemsite.com with your order number.
6.2 After Shipment
❌ Cancellation Not Possible
Once an order has shipped, it cannot be cancelled. You must follow the return process if you no longer want the product (subject to our return policy).
7. Chargebacks and Disputes
⚠️ Important Chargeback Policy
Filing a chargeback or payment dispute without first contacting us is considered fraud and may result in:
- Immediate account termination
- Blacklisting from future purchases
- Legal action to recover costs
- Reporting to fraud prevention agencies
Please contact us first at info@darkchemsite.com. We're committed to resolving all issues fairly and promptly.
8. Contact Us for Returns
Have questions about returns or need to start a return request?
Email: info@darkchemsite.com
Subject Line: Return Request - Order #[Your Order Number]
Response Time: Within 24 hours
Contact Form: Click here
Include in Your Email:
- • Order number
- • Product name and quantity
- • Reason for return
- • Photos of product/damage (if applicable)
- • Preferred resolution (refund or replacement)
📋 Quick Summary
Return Window:
- • Defective: 48 hours
- • Damaged: 24 hours
- • Wrong item: 48 hours
Refund Time:
- • Processing: 7-14 days
- • Credit card: 5-10 days
- • Bank transfer: 7-14 days