Return & Refund Policy
At Reactivo Chemical and Reagent Sdn. Bhd. 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 Sdn. Bhd. 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.
Complaint Resolution
- Customer submits issue via WhatsApp group with order details & proof.
- Support team review & respond within 24 hours.
- Solution offered: Refund or replacement based on policy.
