Return & Refund Policy

Before dispatch

As a courtesy, we cancel order lines free of charge on request until the goods have been handed to the carrier [to confirm – decision]; there is no contractual right to cancellation. Open a support ticket or reply to your order confirmation with the order number.

After dispatch

Once a consignment has shipped, the return rules below apply. Please do not refuse a correctly delivered parcel; refused consignments are treated as returns and may incur the handling fee and return freight.

Made-to-order and restricted items

Custom syntheses, repackaged quantities and items ordered specifically for you cannot be cancelled once production or procurement has started.

If we made a mistake or a product does not meet its specification, we put it right at our cost.

What to do

Report the problem through a support ticket within 5 working days of delivery (hidden defects: within 5 working days of discovery), quoting the order number, article number and batch, with photos. Note transport damage on the carrier's delivery record. Keep the goods and packaging until we reply.

What we do

We provide repair or replacement at our option (§ 8 (3) of the Terms and Conditions of Sale), usually within [●] working days. If that fails, you may withdraw from the affected line or reduce the price under § 8 of our Terms and Conditions of Sale. For justified claims we pay the return freight or tell you to dispose of the product safely without returning it.

What is not a defect

Changes after the stated expiry or retest date, changes caused by improper storage or handling, and results within the published specification.

Limitation

Defect claims expire 12 months after delivery, except in the cases listed in § 8 (5) of the Terms and Conditions of Sale, where the statutory periods apply.

There is no general right to return goods that were correctly delivered. We take them back as a courtesy where all of the following conditions are met.

Time limit

You request a return authorisation (RMA) within 30 days [to confirm – decision D5] of delivery.

Condition

The product is unopened, undamaged, in its original packaging with intact seals, and resaleable. Products with a remaining shelf life below [●] months are excluded.

Handling fee

15 % of the net value of the returned goods, minimum EUR 25 [to confirm – decision D5], deducted from your credit. You may show that our actual cost was lower.

Return freight

You bear the cost and risk of the return shipment. Dangerous goods must be shipped with the carrier we designate (see section 06).

• Opened or partly used chemicals, reagents and reference materials, or any product whose tamper seal is broken
• Temperature-controlled products shipped with dry ice or gel packs
• Dangerous goods, unless we have approved the return in text form and designated the carrier
• Custom syntheses, repackaged quantities, products ordered specifically for you, and discontinued items
• Products with limited remaining shelf life or past their retest date
• Equipment that has been installed or used
• Products not purchased directly from Aladdin Biochem Deutschland GmbH

1. Request. Open a support ticket with the order number, article numbers, quantities and the reason for return.
2. Review. We check eligibility within 1–3 working days and reply with the RMA number, the return address and packing instructions – or an explanation if the return is not possible.
3. Pack. Use the original packaging. Write the RMA number on the outside of the parcel and include a copy of the RMA email. Dangerous goods: follow the ADR / IATA DGR packing and labelling instructions in the RMA email.
4. Ship. Send the parcel within 10 working days of receiving the RMA number, using the carrier named in the RMA email where one is specified. Keep the tracking number.
5. Inspection and credit. We inspect the goods on arrival and issue the credit note within 14 days.

Hazardous chemicals are subject to the same transport rules on the way back as on the way out. If we approve a dangerous-goods return, the RMA email names the carrier to use and the packaging, labelling and documents required under ADR (road) or IATA DGR (air). Returns that do not follow these instructions can be stopped by the carrier; any resulting costs are charged to you. Dry-ice and other cold-chain shipments cannot be returned.

Our error or a defect

Subsequent performance under § 8 of the Terms and Conditions of Sale (repair or replacement at our option); if that fails, you may withdraw or reduce the price – in practice we then issue a full credit including freight.

Courtesy return

Credit of the net price minus the handling fee; outbound freight is not refunded.

Timing

Credit notes are issued within 14 days of receipt and inspection of the goods. Refunds go to the original payment method; customers with a credit account receive a credit note against their next invoice.

Reversal

We may reverse a credit if an authorised item is never received or if inspection shows that a product reported as defective is within specification.

Non-defective goods cannot be returned from outside the EU because of re-import, customs and dangerous-goods costs. For justified defect claims we issue a credit note or ship a replacement instead of requesting a return (§ 19 (6) of the Terms and Conditions of Sale).

RMA requests, delivery damage and defect reports go through the support ticket system in your account. Pricing, contract and eligibility questions go to [email protected].

The binding rules for returns are § 8 (defects) and § 13 (return of non-defective goods) of the Terms and Conditions of Sale in the version valid at the time of your order; this page explains how we apply them.