Refund policy

At Chems2U, we are committed to providing reliable service, consistent quality, and clear communication.

Please review the information below carefully before placing your order.

1. Returns

Due to the nature of our products, returns are not accepted once an order has been dispatched.

This applies to all items, including unopened products.

All sales are final except in the following circumstances:

• Items damaged during transit

• Incorrect items received

• Missing items from your order

If any of the above applies, please contact us at contact@chems2u.com.au within 48 hours of delivery and include:

• Your order number

• Clear photos of the item(s)

• A photo of the outer packaging and shipping label

Each request is reviewed promptly and resolved accordingly.

2. Refunds

Refunds may be considered in the following situations:

a) Order Changes or Cancellations (Before Dispatch)

Orders may be cancelled or amended prior to dispatch for a full refund.

Once an order has been dispatched, it cannot be cancelled or refunded.

b) Out-of-Stock Items

If a product becomes unavailable after payment has been received, you will be offered:

• A full refund, or

• Store credit

c) Quality Concerns

If you believe there is an issue with your order, you must contact us within 7 days of delivery.

You may be asked to provide:

• Clear photos of the product

• Batch number

• A brief description of the concern

All reports are assessed on a case-by-case basis.

Where a genuine issue is confirmed, we will offer:

• A replacement, or

• A refund

Refunds are not issued based on expectations, perceived outcomes, or subjective results.

3. Product Handling, Reconstitution & Quality

All products supplied by Chems2U are intended strictly for laboratory research purposes only.

As a research supplier:

• We do not provide reconstitution instructions, usage guidance, or application advice

• Product handling, storage, and reconstitution are entirely the responsibility of the customer

• Customers are expected to follow appropriate sterile laboratory practices at all times

Chems2U is not responsible for outcomes resulting from improper handling, storage, or reconstitution.

This includes (but is not limited to):

• Cloudiness

• Visible particles

• Improper dissolution

• Degradation after handling

All products are sourced from established manufacturing partners and undergo internal quality checks prior to dispatch.

Where available, supporting documentation (such as Certificates of Analysis) may be provided upon request.

If a product issue is identified upon arrival, it must be reported within 7 days, with supporting evidence as outlined above.

4. Lost or Delayed Parcels

Orders are shipped using trusted Australian carriers.

While delays are uncommon, they may occasionally occur and are outside of our control.

• If a parcel is marked as delivered but cannot be located, we will assist in lodging an investigation

• If a parcel is confirmed as lost in transit, a replacement will be issued once confirmed by the carrier

Refunds are not provided for shipping delays.

5. Change of Mind

We do not offer refunds or returns for change-of-mind purchases once an order has been dispatched.

6. Chargebacks & Fraud

False, misleading, or fraudulent claims may result in:

• Immediate account suspension

• Rejection of future orders

We fully cooperate with payment providers and shipping carriers during investigations.

7. Contact Us

If you have any questions regarding this policy, please contact:
contact@chems2u.com.au

8. Business Information

This website is operated by Chems2U
Melbourne, Victoria, Australia
Email: contact@chems2u.com.au