Refund policy

EChem Supplies LLC  |  Return and Refund Policy

We want you to be completely satisfied with your purchase. If something isn’t right, here’s how we can help.

Return Window

Return or refund requests must be initiated within fifteen (15) days of delivery. To start a return, please contact us to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number will not be accepted.

Return Conditions

All returned products must be in their original condition and shipped in the original packaging. Please make sure items are properly protected during return shipment.

Restocking Fee

A restocking and handling fee of up to 25% may apply to returns that are not related to a product defect. This covers our costs for inspection, testing, and repackaging.

Non-Returnable Items

The following items cannot be returned or refunded: customized products, build-to-order items, software, and service-related fees. Original shipping and handling charges are also non-refundable.

Defective Products

If you receive a product with a defect, please notify us in writing (email is fine) within 7 days for consumable parts or 14 days for equipment and non-consumable parts. For confirmed defects covered under our 12-month warranty, we will cover the return shipping costs and repair or replace the product at no charge.

Return Shipping

For defective products: we cover the return shipping cost. For all other returns: the customer is responsible for return shipping. Please ship with tracking and insurance — we are not responsible for items lost or damaged during return transit.

Refund Processing

Once we receive and inspect your return, we will process your refund to the original payment method. Please allow 5–10 business days for the refund to appear on your statement.

How to Contact Us

To initiate a return or report a defect, please contact us with your order number and a description of the issue.

This policy is a summary provided for your convenience. All returns and refunds are subject to our complete Terms and Conditions. In the event of any conflict, the Terms and Conditions shall prevail.