A straightforward approach to refunds and order issues.
We want the resolution process to be clear when an order arrives with an issue. Review the policy below to understand how refunds, replacements, and reshipments are handled.
We focus on resolving genuine order issues.
If there is a problem with your order, contact our support team as soon as possible with your order information and a clear description of the issue.
Depending on the circumstances, SwissChems may provide a refund, replacement, or reshipment where appropriate and in accordance with the applicable order terms.
Contact support with your order number and relevant details so our team can review the situation and determine the appropriate resolution.
When to contact us
If something does not look right with your order, reach out to our support team rather than attempting to resolve the issue yourself.
Damaged Package
Contact us if your package arrives visibly damaged or the contents appear compromised.
Missing Items
If an item appears to be missing from your shipment, provide your order details so the shipment can be reviewed.
Incorrect Order
Contact support if you receive an item that does not correspond with the order you placed.
Delivery Issue
If there is a significant delivery problem or an order does not arrive as expected, contact our team for assistance.
Order-Specific Issue
Other genuine order-related issues can be submitted to support for review on a case-by-case basis.
Payment Questions
If you have a question about a payment or an order payment status, contact support with your order information.
Refunds, replacements & reshipments
The resolution available depends on the specific circumstances surrounding the order.
Refunds
Where a refund is approved, the applicable amount will be returned according to the payment method and circumstances of the order.
- Order information may be required
- Support review may be necessary
- Refund timing can vary by payment method
Replacement or Reshipment
In situations where an order issue can be resolved by sending a replacement, SwissChems may offer a reshipment instead of a refund.
- Available resolution depends on the issue
- Shipping information may need to be confirmed
- Support will provide the next steps
Refunds, replacements, and reshipments are subject to order review. Not every request will qualify for a refund or replacement, and eligibility may depend on the circumstances of the order.
How to request a resolution
Providing the right information helps our support team review an order issue efficiently.
Contact Support
Email our support team with the issue you are experiencing.
Provide Your Order Number
Include your order number so the team can locate the relevant order information.
Explain the Issue
Provide a clear description and any relevant supporting information.
Receive Next Steps
Our support team will review the request and provide the applicable resolution or next steps.
Returns
Because SwissChems products are intended for laboratory and developmental research use, return requests require prior approval.
Contact Us First
Do not send products back without first contacting support and receiving instructions. This allows the order and circumstances to be reviewed before any return is initiated.
Approved Returns
If a return is approved, support will provide the applicable instructions. Return requirements may vary depending on the circumstances and condition of the order.
Have an issue with your order?
Our support team is available 24/7. Send us your order number and details of the issue so we can help determine the appropriate next step.
FDA Disclaimer: All products offered by SwissChems are intended for laboratory and developmental research use only and are not for human consumption. Products are not intended to diagnose, treat, cure, or prevent any disease and are not dietary supplements or medications. Customers are responsible for complying with all applicable laws, regulations, institutional requirements, and appropriate laboratory safety procedures. SwissChems products are available to customers aged 21 and over.