Scope
This policy sets out how orders placed on chemtex.shop, operated by Chemtex Speciality Limited, may be cancelled, and the circumstances in which goods may be returned or refunded.
Cancelling an order
| When you cancel | Outcome |
|---|---|
| Before dispatch | Full refund. No cancellation charge. |
| After dispatch | Cancellation is not possible once the consignment has left our facility. |
To cancel an order before dispatch, call +91-90739-38217 or write to ecom@chemtexltd.com quoting your order number. Because orders are dispatched within 24 working hours, please contact us as early as possible.
Chemtex Speciality Limited reserves the right to cancel any order before dispatch, including where the product is unavailable, a pricing or listing error has occurred, the delivery location is not serviceable, or the order cannot be verified. Where such an order has been paid for, the full amount is refunded.
Returns
Because our products are chemical formulations, goods once dispatched cannot be returned on grounds of change of mind. This restriction exists for reasons of product safety, integrity and regulatory compliance, and applies in particular to any container that has been opened or used.
Returns are accepted only in the following circumstances:
- The product is received damaged, leaking or with compromised packaging.
- The product delivered does not match the product ordered.
- The consignment is short-supplied against the invoice.
Reporting damage or a wrong item
- Report the issue within 24 hours of receipt.
- Write to ecom@chemtexltd.com or call +91-90739-38217 with your order number.
- Provide photographs of the damaged product, the outer packaging, the shipping label and the invoice. We may request further images or information to assess the claim.
- Retain the product and its packaging until the claim is resolved. Do not dispose of either.
Once verified, we will arrange a replacement or a refund at our discretion. Claims raised after 24 hours of receipt may not be accepted, as damage in transit cannot reliably be established after that point.
Refunds
Approved refunds are credited to the original payment method used at checkout. We are unable to redirect a refund to a different account or instrument.
| Stage | Timeline |
|---|---|
| Refund approved and initiated by us | Within 5 working days of approval |
| Credit appearing in your account | A further 5–7 working days, depending on your bank |
The second stage is controlled entirely by your bank or card issuer. Please check your bank statement to confirm the reversal before raising a query with us.
Re-stocking charge
No charge applies to an order cancelled before dispatch.
Where goods have already been dispatched and a refund is nonetheless agreed at your request, a re-stocking charge of 2.5% of the order value is deducted from the refund, together with any freight already incurred.
No re-stocking charge applies where the refund arises from damage in transit, a wrong item, a short supply, or a cancellation initiated by us.
Machines and equipment
Machines and equipment listed on the Site are imported items supplied on an as-is basis. Chemtex Speciality Limited does not provide a warranty, guarantee, installation or after-sales service for such items unless expressly stated in writing on the product page.
Contact
For cancellations, returns and refunds, write to ecom@chemtexltd.com or call +91-90739-38217, Monday to Saturday, 9:30 am – 6:30 pm IST.