PLEASE READ THIS POLICY CAREFULLY BEFORE PLACING AN ORDER. BY PURCHASING FROM OUR SITE, YOU ACKNOWLEDGE AND AGREE TO THE TERMS OUTLINED BELOW.
1. General Policy: All Sales Are Final
Due to the specialized, high-purity, and sensitive nature of research chemicals, ALL SALES ARE FINAL. We operate on a strict NO REFUND, NO RETURN, NO EXCHANGE basis once an order has been processed and shipped.
2. Order Cancellations
Order cancellations are only possible if the request is submitted via email to support@9royalstreet.com within 2 hours of order placement and before the order has entered our packaging and shipping process. We cannot guarantee cancellation requests made after this period.
3. Damaged or Incorrect Shipments
We take great care in packaging and shipping orders accurately. However, if you receive a package that is visibly damaged or contains an incorrect item, you must contact us within 24 hours of receiving the shipment.
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Process: You must provide photographic evidence of the damaged packaging/product or the incorrect item received. All claims are subject to investigation and verification at our sole discretion.
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Resolution: If a shipping error is verified as our fault, we will, at our sole discretion, either replace the incorrect product or issue a store credit for the value of the damaged/incorrect item. Under no circumstances will a cash refund be issued.
4. Non-Receipt of Shipment (Lost in Transit)
If your tracking information indicates a problem or that the package is lost, you must contact us within 14 days of the shipment date. We will open an investigation with the shipping carrier. If the carrier confirms the package is lost, we will, at our discretion, either reship the order or issue a store credit.
5. Product Quality
All products are rigorously quality controlled before leaving our facility. We provide batch-specific Certificates of Analysis (CoA) available upon request. We cannot accept returns or issue credits/refunds based on subjective assessments of product quality, including but not limited to: crystalline structure, color variation, or clumping, which can be natural characteristics or occur during transit.
6. Important Exclusions
We are not liable for, and will not provide any compensation for:
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Customer Error: Incorrectly selected or ordered products.
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Change of Mind: The buyer’s change of research focus or discontinuing a project.
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Legal Non-Compliance: The buyer’s inability to receive the shipment due to local law enforcement or customs seizure.
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Improper Storage: Any degradation of the product after it has been delivered and is in the customer’s possession.
7. Contact Information
For any issues regarding your order, you must contact us promptly at:
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Email: info@9royalstreet.com
Please include your order number and a detailed description of the issue, along with any supporting photographs.