Policies for returns and refunds
At RChemMart, we attach great importance to transparent and fair processing of orders. This policy explains how we handle returns, complaints and requests for refunds.
This Directive applies in addition to the legal rights of customers. Mandatory consumer rights remain unaffected.
1. Damaged or wrongly delivered items
Please check your shipment immediately upon receipt.
If an item is damaged or incomplete or does not correspond to your order, please contact us as soon as possible:
Email: contact@rchemmart.com
In order to check the facts, please provide us (if available) with the following information:
– Your order number
– A brief description of the problem
– Photos of the packaging as well as the affected article(s)
– A description of the deviation
We will review your complaint and inform you of the solution in question for your case.
2. Quality defects and product deviations
If you find a legitimate deviation from the explicitly stated product specifications, please contact our customer service and provide the corresponding product and batch data.
Please keep the original packaging and all accompanying product documents. If an item is likely to be faulty, please refrain from opening, modifying or continuing to use it – if this is avoidable – to allow for a proper review.
Refunds or replacement deliveries are made after an examination of the facts and in accordance with our legal obligations.
3. Right of withdrawal and return
Consumers are entitled to the statutory cancellation and return rights. These rights are not restricted by this Directive.
Whether a right of withdrawal exists – or whether a legal exception applies – depends on various factors, such as the nature of the product, the terms of the contract and the specific circumstances of the individual case. This Directive does not constitute a blanket exclusion of returns or cancellations.
Please contact us before returning so that we can provide you with the correct return address and the necessary instructions.
4. Processing of refunds
If a refund has been approved or is required by law, this is usually done via the originally selected payment method, if this is technically possible and legally permissible. Processing times may vary depending on the payment method used and the respective payment service provider.
We will notify you as soon as the refund has been initiated. Please note that the actual credit of the amount may take some time.
5. Returns
Please do not return any items without contacting us first.
Complaints related to returns must be reported within 14 days; After this period, returns or refunds can no longer be considered. If possible, please include photos or videos of your order. This facilitates the examination of the case and speeds up the refund.
6. Non-delivered or lost consignments
If an order has not been delivered or is considered lost according to shipment tracking, please contact our customer service with your order number.
We will review the shipment status and investigate the incident in cooperation with the shipping service provider. We will then inform you about the possible solutions.
7. Contact for returns and refund requests
RChemMart customer service
E-mail: contact@rchemmart.com
8. Amendments to this Directive
RChemMart may update this policy in the event of changes to legal requirements or internal processes. For a specific order, the valid and legally binding version at the time of the order applies.
Last Updated: 10.12.2025
