Returns and Refund Policy
Coenza’s top priority is to ensure customer satisfaction while maintaining safety and compliance with regulatory standards. All our products undergo comprehensive quality control assessments and third-party validation to ensure they meet the highest standards. Please review the following terms and conditions that constitute our Returns and Refund Policy.
Order Cancelation
Please contact our Customer Support Team in the case you want to cancel an order. Orders for standard catalogue products can be cancelled at any point before they are picked and packed for shipment. However, cancellations of bulk, custom-made, personalized, or non-catalogue products may either be declined or subject to a cancellation fee.
General Conditions for Returns
1. Eligibility for Return
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Products must be returned within 30 calendar days of delivery.
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This policy only applies to products which are unopened and unused in their original packaging and in the same condition as when purchased.
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Returns or exchanges are not accepted for products that have been opened, used, or damaged.
2. Exclusions
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Products which have been discontinued.
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Bulk, custom-made, personalized or non-catalogue products.
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Refrigerated or temperature-controlled products.
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Products classified as hazardous materials or requiring special handling may have specific return restrictions.
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Returns without authorization from Coenza are not accepted.
Return Process
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Initiating a Return
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Contact our Customer Support Team to obtain return authorization (RA) number.
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Provide your order number, product details, and reason for return.
2. Packaging and Shipping
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Ensure the product is securely packaged to prevent damage during transit.
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Ensure the product is shipped in the correct conditions to maintain quality.
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Include the original packing slip and the RA number inside the return package.
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Affix the provided return shipping label to the package.
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Ship the package to the address provided by our Customer Support Team.
3. Return Shipping Costs
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Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong product shipped, product defect).
Inspection and Refund
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Inspection
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Upon receipt, the returned product will be inspected to ensure it meets the return eligibility criteria.
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If the product is found ineligible for return, it will be returned to the customer at their expense.
2. Refund
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Approved returns will be processed within 10 business days of receipt.
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Refunds will be issued to the original payment method.
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Shipping fees are non-refundable, except in cases of our error.
Safety and Compliance
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Regulatory Compliance
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All returns must comply with local, state, and federal regulations regarding the transportation and handling of chemical products.
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Customers must adhere to all guidelines for shipping hazardous materials, if applicable.
2. Safety Precautions
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Ensure that returned products are properly labeled and packaged to avoid leaks or contamination.
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Do not return any products that pose a safety risk due to damage, leaks, or improper packaging.
Amendments
We reserve the right to modify this return policy at any time. Any changes will be communicated to customers through our website and will apply to purchases made after the effective date of the modification.
Customer Support
For any questions regarding this return policy, please contact our customer service team:
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E-mail: info@coenzalabs.com
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Phone: +370 647 29747