At Caluanie Lab, we prioritize your satisfaction and the safe handling of our products. As a leading supplier of high-quality chemicals online, we understand the importance of clear policies for refunds, returns, and exchanges. This Refund and Returns Policy outlines all guidelines for returning products purchased from our website and ensures you receive prompt assistance with any issues.
1. Eligibility for Returns and Refunds
To maintain product safety and regulatory compliance, only certain products qualify for returns and refunds. Eligible items must meet the following conditions:
- Unused and unopened: The product must remain in its original packaging and must not have been used or tampered with.
- Purchase verification: You must provide a valid order number and proof of purchase.
- Return request timeframe: Requests must be made within 30 days of receiving your order.
- Direct purchase from Caluanie Lab: Only items purchased through our official website qualify for refunds or exchanges.
Important Note: Due to safety and chemical handling regulations, certain hazardous or perishable chemicals may not be eligible for return. Our customer support team will clarify eligibility before approving any return.
2. How to Request a Return
We aim to make returns simple and safe. Follow these steps:
- Contact Customer Support
Email us at info@caluanielab.com or call +33 7 76 49 30 42. Include your order number, product name, and reason for return. - Receive a Return Authorization
Our team will provide instructions and a Return Merchandise Authorization (RMA) number. Returns without an RMA may not be accepted. - Prepare the Item for Return
Securely package the item in its original packaging. Include any product documentation or certificates that were provided with your order. - Ship the Item
Send the package via a trackable shipping method to the address provided by our team. Ensure the chemical is packaged safely in accordance with all shipping regulations.
3. Refund Process
Once we receive your return, our quality assurance team will inspect the product to ensure it meets the return requirements. The refund process includes:
- Inspection: Checking that the product is unused, intact, and properly packaged.
- Approval: If approved, the refund will be processed to your original payment method.
- Timeline: Refunds are usually completed within 7–10 business days after inspection.
Note: Depending on your bank or payment provider, refunds may take additional days to reflect in your account.
4. Exchanges
If your product arrives damaged, defective, or incorrect, you may request an exchange instead of a refund. Caluanie Lab will:
- Ship the replacement product promptly at no additional cost.
- Provide instructions to safely return the original product.
- Ensure the replacement meets the same high-quality standards expected from all our products.
5. Shipping for Returns
Customers are generally responsible for the return shipping cost, except when the item is damaged, defective, or incorrectly shipped. To ensure safe delivery:
- Always use a secure, trackable shipping method.
- Properly seal and package the product to prevent spills, leaks, or damage.
- Include the RMA number and documentation with the package.
6. Damaged or Defective Items
Caluanie Lab takes quality control seriously. If you receive a damaged or defective product:
- Do not use the product.
- Contact Customer Support immediately with your order number and product photos.
- Follow our instructions for safe return or disposal.
- We will issue a full refund or replacement after verification.
Our goal is to ensure that every product you purchase meets the highest safety and quality standards.
7. Cancellations
Orders can be cancelled before shipment. If you need to cancel:
- Contact our support team immediately.
- If the order has already shipped, it must be returned under the Return Policy.
- Cancellation requests are not guaranteed once the order is processed for shipping.
8. Safety and Compliance
Handling chemical products requires strict safety measures. Caluanie Lab adheres to:
- Regulatory compliance: All returns are handled in accordance with local and federal safety regulations.
- Secure packaging: We ensure that products shipped for return or exchange are safely contained.
- Documentation: All shipments include proper Material Safety Data Sheets (MSDS) and certificates when required.
By following these safety standards, we protect both our customers and the environment.
9. Contact Us
If you have any questions about returns, refunds, or exchanges:
- Email: info@caluanielab.com
- Phone: +33 7 76 49 30 42
- Address: Caluanie Lab, [112 Av. du Général de Gaulle, 93110 Rosny-sous-Bois, France]
Our dedicated support team is available to assist you with any concerns regarding high-quality chemical purchases and to ensure a smooth and secure return process.