Refund & Cancellation Policy

1. Overview

This policy describes the limited circumstances under which AB Chem India ("AB Chem", "we") will accept order cancellations, returns and refund requests. Because chemicals, APIs and reference standards are safety-sensitive products whose identity and purity cannot be re-verified once they leave our facility, all returns and refunds are evaluated on a case-by-case basis at the sole discretion of AB Chem.

2. Order Cancellation by the Customer

• Before dispatch (catalog items): An order may be cancelled free of charge by writing to connect@abchem.co.in with your order number, provided the request is received before the goods are packed for shipment. Once a shipping label or invoice has been generated, packaging and handling charges may be deducted from the refund.
• After dispatch: Once the consignment has been handed over to the carrier, the order cannot be cancelled. You may instead refuse delivery, in which case any cancellation/refund will be governed by section 4 below.
• Custom synthesis, semi-finished and made-to-order items: These orders are typically non-cancellable once production has commenced. If cancellation is requested mid-project, the Customer remains liable for all costs incurred up to the date of cancellation, including raw materials, labour, analytical work and overheads.

3. Order Cancellation by AB Chem

We reserve the right to cancel any order (in whole or in part) and issue a full refund where: (a) the product is out of stock, discontinued or unavailable; (b) the listed price was incorrect due to a typographical or system error; (c) the buyer's identity, institution or end-use cannot be verified; (d) the destination is restricted under export-control, narcotic, hazmat or other regulations; or (e) we have reasonable grounds to suspect fraudulent or unlawful activity.

4. Eligible Refund / Replacement Scenarios

Subject to inspection and approval, we will arrange a free-of-cost replacement or a refund where one of the following is demonstrated:

• Damage in transit — primary or secondary packaging visibly compromised, container broken, leakage, or thermal excursion (where shipped with temperature monitoring). The Customer must refuse the consignment or accept it under written protest with the carrier, photograph the damage, and notify us within 48 hours of delivery.
• Wrong item supplied — product description, CAS number, catalog number or pack size does not match the invoice and order confirmation.
• Short supply — net weight or unit count materially below the invoiced quantity.
• Non-conformance to specification — independent analysis at a recognised laboratory demonstrates that the product does not meet the specifications stated on the CoA. The Customer must notify us within 15 days of delivery, retain the original sealed container, and provide the third-party test report.
• Non-delivery — consignment confirmed lost in transit by the carrier and not replaceable within a mutually-agreed timeframe.

5. Non-Eligible Scenarios

Refunds and returns will not be entertained where:

• The product has been opened, partially used, decanted, repackaged or stored outside the conditions stated on the SDS;
• The complaint is based on suitability for the Customer's specific application or process (selection of the right product is the Customer's responsibility);
• The Customer ordered the wrong CAS number, salt form, isotope label, pack size or stereo-isomer;
• The Customer's intended use was misrepresented or requires a licence the Customer does not hold;
• Delays are caused by the Customer (incorrect address, refusal to clear customs, non-payment of duty);
• Custom-synthesised, made-to-order or semi-finished products that meet the agreed specification;
• Notification is received beyond the time windows in section 4.

6. How to Raise a Claim

Write to connect@abchem.co.in within the applicable time window with:

• Order number and invoice copy;
• Clear photographs of the outer carton, inner packaging, label and product;
• For non-conformance claims: the third-party CoA and the chromatogram/spectrum;
• A short description of the issue.

We will acknowledge your claim within 2 business days and communicate a decision within 10 business days of receiving complete information. We may require return of the original product (at our cost) before approving a refund or replacement.

7. How Refunds Are Processed

• Refunds are issued to the original payment instrument used for the order.
• Online payment gateway (cards / UPI / net-banking): credited within 7–10 business days of approval. The exact posting date depends on your bank or card issuer.
• NEFT / RTGS / wire transfer: refunded to the originating account within 5–7 business days of approval. The Customer must provide a cancelled cheque or a signed bank-account-confirmation letter.
• International orders: bank charges, currency-conversion spread and intermediary-bank fees, if any, are borne by the Customer.
• GST and other statutory taxes are refunded only where eligible under prevailing tax law.

8. Replacements

Where the Customer prefers a replacement over a refund and stock is available, we will dispatch the replacement consignment at our cost using a comparable shipping mode. If stock is unavailable, the Customer may elect to wait for the next production batch or to receive a refund.

9. Chargebacks & Disputes

If you intend to dispute a charge with your bank or card issuer, please first contact us at connect@abchem.co.in so that we may resolve the issue directly. Frivolous or fraudulent chargebacks may result in suspension of the Customer's account and legal recovery action.

10. Contact

All refund and cancellation requests should be addressed to:
AB Chem India — Customer Service
Balanagar, Hyderabad, Telangana, India
Email: connect@abchem.co.in