Returns

Last updated: 17 August 2026

Materials cannot be returned once dispatched

Because BetterChem cannot verify the storage conditions or handling of any material after it leaves our facility, dispatched materials cannot be returned to stock or resold. We therefore do not accept returns for change of mind, ordering error, or no-longer-required.

This protects every buyer: it is the reason a certificate of analysis from us can be relied on to describe the material in the vial.

What we do put right

We will replace or refund, at our election, where:

• The material does not conform to its certificate of analysis. Report within 14 days of delivery with the lot number and supporting analytical data.
• The wrong item or quantity was supplied. Report within 7 days of delivery.
• The consignment arrived damaged. Report within 7 days of delivery with photographs of the packaging and contents.
• The consignment was lost in transit. See Shipping.

How to make a claim

Write to orders@betterchem.com with your order number, the lot number, a description of the issue, and any photographs or analytical data. We aim to respond within two business days.

Do not dispose of the material or its packaging until a claim is resolved. We may ask for photographs or, in limited cases, arrange collection for investigation.

Refunds

Approved refunds are issued to the original payment method within 10 business days of approval. Shipping charges are refunded only where the entire order was non-conforming, incorrect, or lost.

Cancellation before dispatch

Orders may be cancelled without charge at any time before dispatch. Contact us promptly, because dispatch usually follows confirmation quickly.

Orders we cancel

Where we decline or cancel an order under the Research Use Policy or Terms of Sale, we refund the amount paid for any part not supplied.