At NewCny, we strive to provide high-quality products and services to our customers in the scientific research field. However, we understand that returns or refunds may be necessary in certain circumstances. Therefore, we have developed the following return and refund policy to address customer concerns and ensure customer satisfaction.
Product Eligibility：
The following products are eligible for return or refund:
Wrongly shipped goods: If customers receive chemicals that do not match their orders, such as wrong compounds or products that do not match specifications, customers can request a return.
Quality issues: If there are quality issues with the chemicals, such as substandard purity, impurities or expiration, customers can apply for a return.
Transport damage: If the chemicals are damaged during transportation, resulting in packaging cracks, leakage or severe deformation, customers have the right to request a return.
Expired products: If the chemicals purchased by customers have expired and cannot meet their usage needs, customers can apply for a return.
Other products eligible for return and refund.
Return and Refund Policy：
After receiving the chemicals, if the customer finds that the product has quality problems or does not match the order, he should apply for a refund to us in time and provide relevant evidence (such as photos, experimental data, etc.).
NewCny designates a special refund team or responsible personnel to review the refund application and evaluate the refund amount.
Depending on the specific circumstances, we will decide whether to accept the refund application and return the refund amount to the customer after confirming that it is reasonable and valid.
The refund amount may include the purchase price, shipping costs, and related handling fees. The refund method can be made according to the customer’s requirements. Common methods include returning the original route, bank transfer, or returning through electronic payment channels.
Note: To initiate a return, the customer should contact our customer service team within 7 days of receiving the product. The customer service team will provide the customer with a return authorization (RMA) number and instructions on how to return the product.
The customer is responsible for shipping the product back to us. The returned product must be kept in its original packaging and in the same condition as when it was received. The customer should include a copy of the RMA form in the package.
Exceptions：
The following products are not eligible for return or refund:
Non-quality issues: If the customer is not satisfied with the appearance, color, smell or other subjective factors of the purchased chemicals, and there is no actual quality problem, it is generally not eligible for return.
Man-made damage: If the chemicals are damaged due to improper operation, incorrect storage or other man-made reasons during the customer’s use, it is generally not eligible for return.
Self-solution: If the customer solves the problem after receiving the chemicals, such as testing, mixing or changing its physical properties, it is generally not eligible for return.
Exceeding the return period: NewCny usually stipulates a return period, and return applications exceeding this period are generally not accepted.
Customized products or special orders: If the chemicals are customized or specially ordered according to the special requirements of the customer, they are generally not eligible for return unless the product has actual quality problems.
If the customer receives a damaged or defective product, we will provide the customer with a replacement product free of charge.
Our Return and Refund Policy is designed to provide our customers with a hassle-free process to return products that are defective, damaged or unfit for purpose. By providing a transparent policy, we aim to maintain customer satisfaction and trust in our products and services. If you have any questions about our Return and Refund Policy, please contact our Customer Service Team for assistance.