Shipping & aftercare

We normally arrange dispatch within three days after full payment and order confirmation. If stock shortages, custom production, testing or other factors affect this timing, we inform you in advance and agree the next step. Depending on the order, this may include waiting for stock, choosing a confirmed substitute, cancellation and refund, or another agreed return or compensation arrangement. Dispatch timing is separate from international transit time.

Report quantity discrepancies at the freight forwarder with receiving photos and the shipment reference. We compare these with our packing records. Verified shortages are handled through refund or supplementary shipment. Contact us to arrange return of verified excess quantities. Quality reviews require the order reference, batch details, affected quantity, photos and applicable test report. Remedies are assessed under the relevant conditions above.

Inspect products at the first receiving point and retain dated photos, batch details and packaging. For receipt within China, broken cake, wall adhesion or similar appearance issues may be reviewed for return or an agreed allowance before onward export. Appearance changes after acceptance or subsequent transport fall outside this remedy. We inspect closures before dispatch. If an urgent shipment proceeds before normal inspection is completed and loose caps are found, contact us to arrange return. If return is impractical, the documented loose-cap loss is shared equally and our share is settled with equivalent-specification replacement units.

Agree solvent, concentration, observation period and acceptance criteria before dispatch when dissolution or stability matters to your research. Once an agreed pre-dispatch dissolution test has passed, later dissolution or gelling concerns do not automatically qualify an entire batch for compensation. Isolated confirmed non-dissolving units may be reviewed individually. Short dissolution checks do not establish long-term solution stability. Orders dispatched without an agreed stability test do not include a gelling-based return entitlement.