Refund policy

Last updated: 1 April 2026

All products sold through NorrChemica™ are speciality laboratory chemicals and reagents intended for research use only. Due to the nature of these materials, our products are non-returnable and non-refundable once dispatched, except in the specific circumstances described below.

1. Non-returnable products

For safety, regulatory, and quality assurance reasons, we do not accept returns of any chemical, reagent, or laboratory product. This includes items that have been opened, used, or stored improperly after receipt, or damaged after delivery due to mishandling by the recipient. This policy is consistent with EU consumer protection regulations, which permit exceptions to the right of withdrawal for safety-sensitive and perishable goods.

2. Refund eligibility

Refunds are considered in the following circumstances:

Non-delivery due to carrier or customs issues. If a package cannot be delivered and is returned to us, we will refund the product cost minus shipping charges.

Seller or carrier error. If we dispatch the wrong item, or if the package arrives damaged, we will offer either a replacement shipment or a full refund at our discretion.

Lost in transit. If a shipment is confirmed lost by the carrier, we will issue a refund or resend the order at no additional cost.

3. How to request a refund

If your situation meets one of the conditions above, please contact us at contact@norrchemica.com within 7 days of the estimated delivery date. Include your order number, a description of the issue, and any supporting documentation such as photographs or a carrier report. Approved refunds are processed within 7–10 business days.

4. International shipments

Shipping, customs, and DDP fees are non-refundable once an order has been dispatched. It is the buyer's sole responsibility to verify that the ordered products are legal to import into their country before placing an order. NorrChemica™ accepts no liability for orders seized or destroyed by customs authorities due to local import restrictions.

For DDP shipments, if a package is returned because the buyer provided an incorrect delivery address or declined to provide documentation required for customs clearance, only the product cost will be refunded, minus all shipping and return fees incurred.

5. Contact

For questions about this policy, please contact us at contact@norrchemica.com.