Cancellation and Returns Policy
Order Cancellation Policy
Customers can cancel purchase orders of bespoke manufactured chemicals and products at any time before Raw Materials have been ordered for production only.
Cancellation of custom products, non-catalogue products and not inventoried products at Intumescent Chemicals Limited may be rejected or alternatively be subject to cancellation fees. Please contact the office immediately in the case you wish to cancel an order.
Intumescent Chemicals Limited reserves the right to refuse cancellations of orders once Raw Materials have been purchased to satisfy the order.
It is our duty to inform that mistakes on orders remain the customers responsibility and we cannot accept Return Requests based upon this.
This returns policy only applies to products inventoried at Intumescent Chemicals Limited and which are in a unused, sealed re-saleable condition and does not apply to (i) products which have been discontinued, (ii) products which are customized, (iii) products not purchased from Intumescent Chemicals Limited, (iv) refrigerated or temperature controlled products, (v) products which are outdated, shelf-worn, used or defaced; (vi) or reagents; (vii) products which are expired or with an expiration date too short for re-sale. Returns of custom products, non-catalogue products, and not inventoried products are not permitted. Customer must obtain a return goods authorization (“RGA”) from Intumescent Chemicals Limited and reference the RGA number on return shipping documents prior returning the products to the designated return centre (at Customer’s cost). Please contact your Customer Service Representative for further details on the return procedure to follow. For the avoidance of doubt, this policy does not affect customer’s right to return products that develop faults or fail to perform to specifications during the applicable warranty period.
Shipping Error / Damage Policy
It is the responsibility of the Customer to perform reasonable inspection of all deliveries. Obvious external damage must be notified to Intumescent Chemicals Limited within a maximum of 7 calendar days of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents evidencing the external damages (eg: photos). Delivery errors (eg. wrong product, wrong quantities) and physical damage to products visible from standard “out of box” inspection must be notified to Intumescent Chemicals Limited within a maximum of 30 calendar days of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents (eg: photos). In the absence of such notifications, goods shall be assumed to be delivered in an undamaged condition. For the avoidance of doubt, this policy does not affect customer’s rights in respect of products that develop faults or fail to perform to specifications during the applicable warranty period.