At Novochem, we strive to ensure complete customer satisfaction with our products and services. This Refund Policy outlines the terms and conditions under which we process returns, refunds, and cancellations.
Please read this policy carefully to understand your rights and responsibilities when purchasing from Novochem.
1. Chemical Products Refund Policy
- Defective Products: If you receive a defective or damaged product, please notify us within 48 hours of delivery. We will arrange for inspection and replacement or refund as appropriate.
- Incorrect Shipment: In case of incorrect product shipment, notify us within 24 hours of delivery. We will arrange for pickup and replacement of the correct product.
- Quality Issues: For quality-related concerns, please contact our quality assurance team within 7 days of receipt. We may require samples for testing before processing any refund.
- Non-Returnable Items: Certain chemical products, especially those classified as hazardous materials or custom-manufactured items, may not be eligible for return due to safety regulations.
2. Service Cancellation & Refund
- Consultancy Services: Cancellations made more than 7 days before the scheduled service date will receive a full refund. Cancellations within 7 days may incur a 30% cancellation fee.
- Training Programs: Registration fees for training programs are refundable if cancellation is made at least 14 days before the program start date. Later cancellations may be eligible for credit toward future programs.
- Digital Marketing Services: Monthly retainer fees are refundable on a pro-rata basis for services not yet rendered. Setup fees are non-refundable once work has commenced.
3. Refund Processing
- Processing Time: Approved refunds will be processed within 7-10 business days from the date of approval.
- Refund Method: Refunds will be issued to the original payment method used for purchase. For bank transfers, please allow additional time for processing.
- Partial Refunds: In some cases, partial refunds may be issued based on the extent of product usage or services already rendered.
4. Warranty Claims
- Manufacturing Warranty: Most of our chemical products come with a standard warranty against manufacturing defects. Please refer to the specific product documentation for warranty details.
- Warranty Period: Warranty periods vary by product and are typically between 6-24 months from the date of manufacture.
- Warranty Process: To make a warranty claim, please contact our customer service with your purchase details and description of the issue.
Note: This refund policy does not affect your statutory rights as a consumer. For customers in jurisdictions with specific consumer protection laws, your statutory rights will take precedence where they offer greater protection.
5. How to Request a Refund
To initiate a refund request, please contact our customer service team with the following information:
- Your order number or invoice reference
- Product name and batch number (if applicable)
- Reason for refund request
- Supporting documentation (photos, test reports, etc.)
6. Policy Updates
Novochem reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. For existing orders, the policy in effect at the time of purchase will apply.