Refund Policy
Last Updated: August 1, 2026
As a professional global supplier of industrial chemicals and specialty resins, Chem Horizons operates under strict commercial trade terms. This Refund Policy governs commercial transactions, order cancellations, and refunds for our business partners.
1. Order Cancellations
Due to the customized nature and production logistics of specialty chemical batches, orders cannot be cancelled once production has commenced or packaging has been customized. Any cancellation request made before production starts will be evaluated on a case-by-case basis and may be subject to a processing and raw material commitment fee.
2. Quality Discrepancies & Claims
If a delivered batch does not meet the agreed Technical Data Sheet (TDS) or Certificate of Analysis (COA) specifications, a quality claim must be submitted in writing within 14 business days of delivery. The claim must include independent lab testing results or detailed analysis reports.
Upon verification of the quality discrepancy by our technical team, Chem Horizons will, at its discretion, either:
- Provide a replacement batch that conforms to all specifications
- Issue a full or partial credit note/refund for the affected quantity
3. Shipping & Transit Damage
For orders shipped under CIF, CFR, or FOB terms, liabilities and risk transfers are governed by Incoterms 2020. If damage occurs during transit under our logistics responsibility, a claim must be filed immediately upon receipt with accompanying photographic evidence and a signed Delivery Note noting the damage. Verified transit damage claims will be settled through replacement or refund/credit adjustment according to the cargo insurance policy.
4. Processing of Credits & Refunds
Approved refunds or credit notes will be processed within 15 business days. Refunds will be issued via bank wire transfer to the original purchasing business account, or applied as credit towards future purchases, in accordance with the agreed commercial terms.
5. Contact Commercial Team
For all billing, order, or refund inquiries, please contact your account manager or reach our commercial desk at billing@chemhorizon.com.