Return & Exchange Policy

Customers may request a return or exchange in the following cases:

• The product is delivered with the wrong code, wrong name or wrong specification versus the purchase order.
• The product is delivered short of the confirmed quantity.
• The product is damaged, dented, leaking or broken during transport.
• The product does not match the information confirmed by QEMIX in the quotation or order.
• Equipment has a manufacturer’s technical fault during the initial inspection period.

To be eligible for return or exchange, the product must meet the following conditions:

• The product retains its original labels, packaging and seal (if any).
• The product is unused, not tampered with, disassembled or altered from its original state.
• Complete related documents are provided, such as invoice, delivery note, handover record or order confirmation.
• The customer provides images or video proving the product condition on receipt if a defect arises.

Please inspect the goods immediately on receipt and notify QEMIX as soon as possible if you find any discrepancy, shortage or damage.

• Wrong code, wrong specification, shortage: notify within 24 – 48 hours of receipt.
• Goods damaged in transit: notify immediately on receipt with images of the condition.
• Equipment with an initial technical fault: notify within the inspection period agreed in the quotation or contract.

QEMIX may decline returns in the following cases:

• The product has been used, its seal opened, labels lost, or is no longer in original condition.
• Chemicals, solvents, reference standards or products with special storage requirements that have been opened or used.
• The product is damaged due to incorrect storage, incorrect operation or misuse by the customer.
• Made-to-order, imported-on-request or non-stock items where the fault does not lie with QEMIX or the manufacturer.
• The product is past the notified return period.

Chemicals, solvents, reference standards and specialized laboratory products usually require specific storage, transport and safety conditions. Therefore, returns of this product group are reviewed carefully on a case-by-case basis.

• Returns are only supported if the product is delivered incorrectly, has packaging defects, leaks or does not match the confirmed information.
• Returns are not supported once the product has been unsealed, opened or shows signs of use.
• Returns are not supported due to a change in the customer’s needs after the order has been confirmed or ordered on request.

The process for receiving and handling returns at QEMIX includes the following steps:

• The customer contacts QEMIX and provides the order information.
• Send images, video or documents relating to the product condition.
• QEMIX checks the information and confirms the return eligibility.
• Both parties agree on the solution: product exchange, supplementing missing goods, refund or another option.
• QEMIX carries out the handling according to the confirmed agreement.

Return costs apply depending on the cause:

• If the fault lies with QEMIX or a carrier designated by QEMIX, QEMIX will cover the appropriate return costs.
• If the fault lies with the customer, the customer may bear shipping or related costs if any.
• For made-to-order or imported goods, handling costs will be advised specifically for each case.

Where both parties agree on a refund, QEMIX will refund via the original payment method or as mutually agreed. The refund time may depend on the accounting and banking process and the verification status of the returned product.

To protect your interests, please take the following steps on receipt:

• Carefully check the quantity, product code, specifications and packaging condition.
• Take photos or video when opening the package for high-value, fragile or chemical products.
• Do not accept the package if it shows signs of leakage, breakage, wetness, severe denting or is unsafe.
• Contact QEMIX immediately if you notice anything abnormal.