Rawplex supplies bulk raw materials to business customers. This policy explains how quality claims and returns are handled.

Quality and transport claims

  • If a delivery does not match the agreed specification or its Certificate of Analysis, or arrives damaged in transport, notify us within 30 days of receipt at info@rawplex.org or +86 130 4999 6554, quoting the order and batch number.
  • Please include photos of the packaging and labels and, where relevant, your laboratory results. Keep the material sealed and stored as stated on its Technical Data Sheet until the claim is assessed.
  • Where a claim is confirmed, we replace the goods or refund their value within a maximum of 14 working days of the agreed resolution.

Other returns

  • Unopened goods in their original factory-sealed packaging, with labels and batch markings intact, may be returned by agreement within 14 days of receipt. Return shipping costs are borne by the customer.

Goods that cannot be returned

  • Products that have been opened, repacked or mixed after delivery
  • Products not stored according to the conditions on their Technical Data Sheet
  • Products damaged after delivery (transport damage excepted)
  • Temperature-sensitive products, such as live cultures, once they have left their specified storage conditions