Refund & Return Policy

Last Updated: June 19, 2026

3.1 Overview

At Chemtron Inc., customer satisfaction is our priority. If you are not fully satisfied with your purchase, we offer a clear and straightforward return and refund process. Please read this policy carefully before initiating a return.

3.2 Return Eligibility

To be eligible for a return, the following conditions must be met:

The return request must be submitted within 30 days of the original delivery date.
The item must be unused, in its original condition, and in its original packaging.
The item must include all original accessories, documentation, and components.
Proof of purchase (order confirmation or receipt) must be provided.

The following items are NOT eligible for return:

Items that have been used, installed, or modified.
Hazardous materials or chemicals that cannot be legally returned.
Custom-manufactured or special-order items.
Items marked as "Final Sale" or "Non-Returnable" on the product listing.
Items damaged due to misuse, improper handling, or accidents after delivery.

3.3 Initiating a Return

To initiate a return, please follow these steps:

Step 1: Contact our customer service team at (800) 536-7773 or email us at chemtron@chemtroninc.com.
Step 2: Provide your order number, the item(s) you wish to return, and the reason for the return.
Step 3: Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number within 2-3 business days.
Step 4: Securely package the item(s) and clearly write the RMA number on the outside of the package.
Step 5: Ship the item(s) to the return address provided by our customer service team.

Returns submitted without an RMA number will not be accepted and may be returned to sender at the customer's expense.

3.4 Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following cases:

The item received was defective or damaged upon arrival.
The wrong item was shipped due to our error.

In eligible cases, we will provide a prepaid return shipping label. For all other returns, customers are responsible for return shipping costs and are encouraged to use a trackable shipping method. Chemtron Inc. is not responsible for items lost during return transit.

3.5 Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund within 5 business days.

Approved Refunds:

Refunds will be processed to your original payment method within 7-10 business days of approval.
Original shipping and handling charges are non-refundable unless the return is due to our error.
You will receive an email confirmation once your refund has been processed.

Rejected Refunds:

If your return is rejected (e.g., item shows signs of use or damage not due to our error), the item will be returned to you at your expense.
We will provide a written explanation for any refund rejection.

3.6 Exchanges

We offer exchanges for defective or damaged items. If you would like to exchange an item for the same product, please contact us within 30 days of delivery. Exchanges for different products are subject to availability and any price difference will be charged or refunded accordingly.

3.7 Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery with:

Your order number and item description.
Photographs clearly showing the damage or defect.
A brief description of the issue.

We will arrange for a replacement, exchange, or full refund at no additional cost to you, including return shipping.

3.8 Order Cancellations

Orders may be cancelled without penalty if the request is made before the order has been processed for shipment. To cancel an order, please contact us immediately using the details on our Customer Service page.

Once an order has been shipped, it cannot be cancelled. You may initiate a return upon receipt of the item per the terms outlined above.

For custom or special-order items, cancellations must be made within 24 hours of order placement. Orders cancelled after 24 hours may be subject to a cancellation fee.

3.9 Stripe Payment Disputes

If you believe you have been incorrectly charged or wish to dispute a transaction, please contact our customer service team before initiating a dispute with your bank or Stripe. We are committed to resolving billing issues promptly and cooperating fully with Stripe's dispute resolution process.