Return, Refund & Order Cancellation Policy
All contents in hcs-lab.com, including these terms and conditions, are subject to changes at HCS Scientific & Chemical Pte Ltd (HCS) sole discretion. Please read these terms before using our website.
1. Purpose & Scope
HCS Scientific & Chemical Pte Ltd is committed to supplying accurate, compliant, and high-quality chemical and laboratory products. Due to the regulated, safety-sensitive, and technical nature of these products, all returns, refunds, exchanges, order changes, and delivery arrangements are governed strictly by this Policy. This Policy applies to all customers, orders, and transactions, unless otherwise agreed in writing by HCS.
2. Final Sale Principle
All goods sold by HCS are final sale. Returns, refunds, or exchanges are not permitted for:
•Change of mind
•Incorrect selection or ordering errors by the customer
•Excess quantities ordered
•Products no longer required
•Returns are permitted only under the specific conditions expressly stated in this Policy.
3. Eligibility for Returns
Returns are accepted only under the conditions listed below and only within the prescribed reporting timeframes.
3.1 Acceptable Reasons for Return
A return may be considered only where:
•An incorrect item was supplied solely due to an HCS fulfilment or recommendation error
•The product was damaged during delivery
•The product is defective or materially non-conforming to agreed specifications (subject to verification)
•An expired product was received, where the expiry differs from the confirmed order documentation
All returns are subject to verification, inspection, and approval by HCS. No other reasons will be accepted.
4. Return Reporting Timeframes
| Reason for Return | Reporting Deadline | Requirements |
|---|---|---|
| Wrong item received | Within 7 business days | Unused, unopened, original packaging |
| Transit damage or leakage | Immediately (within 24 hours) | Photographic evidence required |
| Defective / compromised product | Within 7 business days | QA or laboratory verification may apply |
| Expired product received | Within 7 business days | Must differ from confirmed expiry |
| Temperature-sensitive products | Immediately (within 24 hours) | Cold-chain breach evidence |
| Hazardous chemicals | Case-by-case | Subject to regulatory review |
Failure to report within the stated timeframe may result in rejection of the claim.
5. Product Category–Specific Conditions
5.1 Chemical Products
Due to safety, contamination-control, and regulatory requirements:
•Chemical products are not returnable once shipped unless approved under Section 3
•Opened, unsealed, partially used, decanted, or mixed chemical products are strictly non-returnable
5.2 Laboratory Consumables
Including, but not limited to: tips, tubes, plates, filters, media, PPE, and sterile or hygiene-sensitive items.
•Sterile, sealed, or hygiene-sensitive consumables are not returnable once shipped unless approved due to incorrect supply, damage, or verified defect
•Any approved return must be unopened, with seals intact, and in original packaging with labels preserved
5.3 Equipment & Instruments
Including balances, meters, pumps, centrifuges, incubators, freezers, analysers, and similar instruments.
Equipment is non-returnable once delivered, except in cases of:
•Incorrect item supplied
•Transit damage
•Verified manufacturing defect or non-conformance
HCS may require troubleshooting, diagnostic logs, serial numbers, and/or manufacturer or authorized service assessment prior to approving any return, replacement, or exchange.
6. Temperature-Controlled & Cold-Chain Products
For products requiring controlled storage or transport conditions (e.g. 2–8°C, −20°C, −80°C, light or humidity protection):
•Products must be accepted promptly upon delivery and stored immediately in accordance with product labels, SDS, or IFU
•Where temperature exposure or storage conditions cannot be verified, HCS reserves the right to refuse a return, exchange, or refund
HCS may request supporting evidence, including delivery timestamps, temperature logger data (if applicable), photographs, and storage records.
7. Return Process & Authorization (RMA)
7.1 Return Authorization Request & Evidence Requirements
All return requests must be submitted in writing to orders@hcs-lab.com.
To enable assessment and approval, customers may be required to provide complete and accurate information, including but not limited to:
•Purchase order or invoice number
•Product name, product code, and/or part number
•Quantity affected
•Reason for return
•Batch or lot number and expiry date (where applicable)
•Clear photographs of outer cartons, inner packaging, product labels, seals, and any affected or damaged areas
•Description of storage, handling, and usage conditions
For equipment and instruments, additional information may be required, including:
•Serial number
•Error messages, fault codes, or diagnostic logs
•Installation details and operating conditions
All return requests are subject to review, verification, and written approval by HCS. Incomplete submissions, failure to provide required evidence, or non-compliance with this Policy may result in delay, rejection, or refusal of the return request.
7.2 Inspection & Resolution
All returned goods are subject to safety and quality inspection. HCS reserves the right to determine the appropriate remedy, which may include:
•Replacement
•Exchange
•Credit Note
Shipping and handling charges are generally non-refundable unless the issue is due to an HCS fulfillment error or required by applicable law.
8. Safety, Compliance & Disposal Authority
HCS reserves the right to refuse returns where:
•Packaging is opened, or seals are broken
•Labels or compliance markings are missing or defaced
•Goods show signs of use, contamination, or unsafe handling
•Cold-chain integrity cannot be verified
•Returned shipments are unsafe, leaking, or non-compliant with transport regulations
Unsafe or non-compliant goods may be quarantined or disposed of in accordance with applicable safety and regulatory requirements. Where permitted by law, associated costs may be charged to the customer.
9. Replacement & Credit Notes
| Scenario | Resolution |
|---|---|
| HCS fulfilment error | Replacement or credit note |
| Customer ordered wrong item | Return not permitted |
| Over-delivery | Return and credit note |
10. Order Cancellation Policy
Orders may only be cancelled prior to HCS sending a PO to the supplier.
Orders cannot be cancelled once the supplier shipment is arranged.
Custom-prepared or made-to-order items cannot be cancelled once confirmed.
11. Order Changes & Cancellations
Once an order is confirmed, it becomes binding and subject to the following conditions.
11.1 In-Stock Items
•Changes or cancellations may be accepted subject to management approval
•Restocking fee applies for approved cancellation
•Any remaining balance will be issued in the form of a credit note and offset against subsequent orders.
11.2 Restocking Fee Policy Clause
•A restocking fee applies to returns that are not due to our error, including (but not limited to) change of mind, wrong item ordered, incorrect specifications selected, or incompatibility not caused by a product defect due to quality issue.
•This fee covers costs associated with return logistics, receiving, inspection, QC testing, repackaging, administrative processing, and loss in resale value.
•Return will be processed after the returned goods have been received and inspected.
• Items that are used, damaged, incomplete, or not in original condition cannot be returned.
Restocking Fee Structure by Return Reason
| Return Reason | Restocking Fee | Notes / Examples |
|---|---|---|
| Defective on arrival (within policy period) | 0% | Verified fault, refund or replacement after inspection |
| Wrong item shipped by us | 0% | HCS fulfilment error |
| Missing parts or accessories on arrival (our error) | 0% | HCS fulfilment error |
| Change of mind / Item no longer required by customer | 90% | Item must be unused, not installed, with all accessories and manuals, in original packaging. Subject to condition and resale impact |
| Ordered wrong item / Wrong specification selected by customer | 90% | Includes incompatibility due to failure to confirm specifications |
| Item opened, packaging damaged, or seal broken (not defective) | Â | No Return |
| Used, installed, or showing signs of wear | Â | No Return |
| Return requested after the allowable return window | Case-by-case | Subject to approval, and a restocking fee may apply |
| Special order, non-cancellable or made-to-order items | Â | No Return |
Shipping / Transport Charges
•Original shipping charges are non-refundable unless the return is due to our error.
•Return shipping/pickup charges may apply on a case-by-case basis.
11.3 Trade Items
•Subject to supplier approval, and applicable charges may apply.
11.4 Custom-Prepared & RTO Items
•No changes or cancellations permitted once production is completed.
11.5 Backorder Items
•Subject to supplier approval, and applicable charges may apply.
12. Blanket Orders & Scheduled Deliveries
•Scheduled deliveries are based on confirmed quantities
•Early written notice is required for any changes before our delivery schedule
•Failure to take confirmed quantities may result in invoicing of the agreed amount
13. Charging Mechanism
Applicable restocking, cancellation, or adjustment fees may be charged via debit note or invoice.
Outstanding charges may result in:
•Review the credit term and credit limits
•Delay in order release
•Suspension of credit terms
14. Customer Responsibilities
Customers are responsible for:
•Verifying product specifications and quantities
•Ensuring suitability for intended applications
•Complying with regulatory, storage, and handling requirements
15. Consumer Rights
Nothing in this Policy limits or excludes rights that cannot be excluded under applicable consumer protection laws. Where mandatory consumer guarantees apply, HCS will comply with those obligations.
16. Policy Updates
HCS reserves the right to amend this Policy from time to time, and changes may take effect from the date of publication.
