Return & Refund Policy
At Reactivo Chemical and Reagent Pte.Ltd, we prioritize customer satisfaction while maintaining strict compliance with safety and regulatory standards for chemical and laboratory products. Please review our Return & Refund Policy before initiating a return.
1. Eligibility for Returns
Due to the sensitive nature of chemicals and lab consumables, returns are only accepted under specific conditions, as outlined below:
- Incorrect or Damaged Products: If you receive the wrong product or damaged item, please report it within the designated timeframe (Please refer to Return Reporting Timeframes).
- Defective Products: If the product does not meet specified standards or is defective, we will accept a return after verification.
- Regulatory Restrictions: Certain items cannot be returned due to hazardous material regulations and contamination risks.
Return Reporting Timeframes
Reason for Return | Reporting Timeframe | Notes |
|---|---|---|
Wrong item received | Within 3–5 business days of delivery | Must be unused and in original packaging |
Damaged product on arrival | Within 24–48 hours | Provide photos of damage |
Defective or compromised product | Within 5–10 business days | May require lab verification |
Expired product received | Within 3–5 business days | Verify expiry date with order details |
Temperature-sensitive products | Immediately (within 24 hours) | Due to stability concerns, immediate reporting is required |
Hazardous chemicals | Case-by-case basis | May require special handling and approval |
Non-Returnable Items
The following products cannot be returned or refunded:
- Opened or Used Chemicals
- Custom-prepared or made-to-order items
- Expired or Near-Expiry Products (not reported within timeframe)
- Products classified as hazardous under shipping regulations
2. Return Process
Step 1: Request a Return Authorization
- Contact us at marketing@reactivo.com.sg or through our WhatsApp group within designated days of receiving your order
- Provide your order number, product details, and reason for return.
- If required, attach images of the damaged or incorrect item.
Step 2: Approval & Shipping Instructions
- Once your return request is reviewed, we will provide return instructions.
- Returns must be packaged securely to prevent leakage, contamination, or damage.
Step 3: Inspection & Refund Processing
- All returned items undergo quality inspection and safety verification.
- Refunds will be issued to the original payment method within 5–10 business days after inspection approval.
- Shipping and handling fees are non-refundable, except for cases of wrong or defective items.
3. Replacement & Exchange
- Wrong or damaged items are eligible for replacement or exchange.
- If a replacement is unavailable, we will issue a refund.
4. Cancellation Policy
- Orders may only be cancelled prior to shipment or fulfilment approval.
- Once shipped, orders cannot be cancelled due to chemical handling regulations.
5. Special Considerations
- For bulk orders or contract-based purchases, return policies may vary.
- Compliance with hazardous materials transport laws applies to returns.
- Customers must adhere to proper disposal methods if a return is not possible.
6. Legal & Regulatory Notes
Reactivo Chemical and Reagent Pte. Ltd reserves the right to deny returns that do not meet the above conditions or pose a risk of contamination.
7. Contact and Communication
For any return inquiries,
WhatsApp Only: +65 8913 8646 (No phone calls)
Email: marketing@reactivo.com.sg
Response Time: Within 24 hours on weekdays.
