Last Updated: September 13, 2026
Due to the sensitive nature of biopharmaceutical peptides, fine chemicals, and custom‑synthesized products (which require strict temperature‑controlled storage and contamination control), standard return policies applicable to consumer goods do not apply.
1. Custom Synthesized Products & Non‑Returnable Items
• Custom Peptides: Products synthesized according to specific sequence requirements cannot be returned or canceled once synthesis has commenced.
• Opened Chemical Packages: To maintain laboratory safety and prevent cross‑contamination, opened vials, seals broken by the buyer, or mishandled compounds cannot be accepted for return.
2. Quality Claims & Inspection (The "COA Guarantee")
We stand behind our quality. If a product fails to meet the specifications agreed upon in the order confirmation or specified on the batch Certificate of Analysis (COA):
• Claim Window: Buyers must submit a quality claim within 14 calendar days of order receipt.
• Required Documentation: To initiate a claim, submit your order number, batch number, and independent third‑party analytical proof (e.g., HPLC, LC‑MS, or NMR test reports).
3. Resolution Protocols (Replacement or Refund)
If independent testing confirms that the product does not meet the specified purity or sequence parameters due to manufacturing error:
• Free Replacement: RchemSell will re‑synthesize/re‑manufacture and ship the compliant product at zero additional charge.
• Refund/Credit: Alternatively, a full credit or refund for the defective batch will be issued to your account.
4. Transit Damage & Shipping Issues
• Damaged Shipments: If your package arrives physically damaged or vacuum seals are compromised during transit, take photos immediately and contact crystal@rchemsell.com within 48 hours of delivery.
• Customs Clearance Support: We provide standard commercial documentation (COA, MSDS, Invoice) for customs. If a package is detained due to a shipping error on our part, we will re‑ship the order free of charge.
