Refund Policy

1. General Refund Philosophy

Team Laboratory Chemical LLC manufactures and distributes specialty chemical products for professional industrial, municipal, and commercial applications. Due to the nature of chemical products — including safety, regulatory, and quality control considerations — our refund and return policy is more restrictive than standard consumer retail policies.

We evaluate all refund and return requests on a case-by-case basis, taking into account product type, order size, reason for return, and applicable regulations. Our goal is to resolve all legitimate concerns fairly and efficiently while maintaining the safety and integrity of our product supply chain.

2. Standard Product Returns

2.1 Eligibility for Return

Standard chemical products may be eligible for return under the following conditions:

• Return request is submitted within 30 days of the original delivery date
• Products are in original, unopened, and undamaged packaging
• Products have not been mixed, diluted, or otherwise altered from their original state
• Products are not classified as hazardous materials that cannot be returned under applicable regulations
• A valid purchase order number or invoice is provided with the return request
• Products have not been stored improperly or exposed to conditions outside specified storage parameters

2.2 Return Process

To initiate a product return, please follow these steps:

2.3 Restocking Fees

Approved returns of standard products are subject to a restocking fee of 15% of the original purchase price. This fee covers the cost of inspection, repackaging, and inventory management. Restocking fees are waived for returns due to our error, product defects, or damaged shipments.

3. Custom Chemical Orders

Custom chemical formulations, proprietary blends, and products manufactured to customer specifications are generally non-refundable and non-returnable. This includes:

• Products formulated to custom specifications provided by the customer
• Proprietary blends developed through our custom formulation service
• Products manufactured in non-standard concentrations or packaging
• Products labeled with customer-specific branding or labeling
• Bulk orders of standard products exceeding 500 gallons or 2,000 pounds

Exceptions may be made at our sole discretion in cases of product defects, quality failures, or significant deviation from agreed specifications. All custom order specifications must be confirmed in writing prior to production.

4. Damaged Shipments

If you receive a shipment that is damaged, leaking, or otherwise compromised, please take the following steps immediately:

• Do not use or open damaged products — follow all safety protocols for the specific chemical
• Document the damage with photographs before moving or disposing of any products
• Contact us within 48 hours of delivery at info@teamlaboratorychemical.com or (218) 310-9818
• Retain all original packaging materials for carrier inspection if required
• Do not return damaged products without first contacting us for instructions

For shipments damaged in transit, we will work with the carrier to file a damage claim and arrange for replacement products at no additional cost to you. We will provide full replacement or refund for confirmed carrier-damaged shipments.

5. Consultation and Service Refunds

5.1 Consultation Services

Fees for completed consultation services, facility assessments, and technical evaluations are generally non-refundable once the service has been delivered. If you are dissatisfied with a consultation service, please contact us within 10 business days of service delivery to discuss your concerns.

For scheduled consultations that are cancelled:

• Cancellation more than 5 business days before scheduled date: Full refund of any prepaid fees
• Cancellation 2–5 business days before scheduled date: 50% refund of prepaid fees
• Cancellation less than 2 business days before scheduled date: No refund of prepaid fees
• No-show without prior notice: No refund and full fee is charged

5.2 Ongoing Service Programs

For ongoing chemical management programs and service contracts, cancellation terms are governed by the specific service agreement. Generally, 30 days written notice is required to terminate ongoing service programs. Fees for services already rendered are non-refundable.

6. Project Cancellations

For large-scale projects involving custom chemical programs, multi-phase implementations, or significant advance orders:

• Cancellation before production begins: Full refund less any design or planning fees incurred
• Cancellation after production begins: Refund of unspent materials and labor, less a 25% project management fee
• Cancellation after delivery: No refund for delivered products; service fees are non-refundable
• Force majeure cancellations: Evaluated on a case-by-case basis with equitable resolution

7. Non-Refundable Items and Services

The following are not eligible for refund under any circumstances:

• Products that have been opened, used, diluted, or mixed with other substances
• Products that have been stored improperly or outside specified temperature and storage conditions
• Custom formulations and proprietary blends manufactured to customer specifications
• Completed consultation services, facility assessments, and technical reports
• Training services and educational programs that have been delivered
• Emergency response services and after-hours support
• Products returned without a valid RMA number
• Products returned more than 30 days after delivery
• Hazardous materials that cannot be legally returned under applicable regulations
• Products purchased at clearance or final sale pricing

8. Replacement Policy

In cases where a refund is not available or appropriate, we may offer product replacement as an alternative resolution. Replacement products will be provided at no additional cost in the following circumstances:

• Products confirmed to be defective or not meeting stated specifications
• Products damaged during shipping by our carrier
• Incorrect products shipped due to our fulfillment error
• Products that fail to perform as specified when used according to instructions

9. Refund Timelines

Once a refund is approved, processing times are as follows:

10. Commercial Order Terms

For commercial accounts with established credit terms, the following additional provisions apply:

• Credit memos for approved returns will be applied to your account within 5 business days
• Disputed invoices must be raised within 30 days of invoice date
• Product quality disputes must be supported by laboratory analysis or field performance documentation
• Volume purchase agreements may have specific return and cancellation terms as outlined in the agreement
• Annual program reviews may include provisions for product adjustments and exchanges

11. Customer Responsibilities

To be eligible for returns or refunds, customers are responsible for:

• Inspecting all shipments upon delivery and documenting any damage or discrepancies
• Storing products according to label instructions and safety data sheet requirements
• Using products according to label directions and recommended application rates
• Maintaining appropriate safety equipment and following all safety protocols
• Notifying us promptly of any product performance issues or quality concerns
• Providing accurate information about application conditions and operational parameters
• Retaining original packaging and documentation until the order is confirmed satisfactory

12. Dispute Resolution

If you are dissatisfied with our response to a refund or return request, you may escalate the matter through the following process:

13. Contact Information

For all refund and return inquiries, please contact us: