This policy is designed to be fair to Buyers, Suppliers, and CleanIngredients (“CI”). It applies to purchases made on CI unless a written contract between Buyer and Supplier states otherwise and is uploaded with the order.
1) Cancellation
- Within 24 hours (pre-shipment): Buyer may cancel for a full refund. Processor fees are refunded when supported by the processor; otherwise they are deducted at cost.
- After 24 hours but before shipment: Refund less any documented Supplier costs already incurred (e.g., testing, packaging, booking fees).
- After shipment: See Sections 2–4 below.
2) Non-conforming or Quality Issues
If goods do not match the specifications agreed in the PO/COA or fail to meet legal limits, Buyer must open a claim within 7 calendar days of delivery.
- Provide order number, photos of packaging/labels, and a description of the variance.
- For quality disputes, testing by an ISO/IEC 17025 accredited lab may be required. If results show a material deviation from PO specs, Supplier covers lab cost; otherwise Buyer covers it.
- If confirmed non-conforming: Supplier must replace or refund in full (product + original shipping). Return shipping is Supplier’s responsibility or a disposal letter may be authorized when returns are unsafe or uneconomical.
3) Transit Damage or Loss
- Shipments are insured when booked through CI or per Supplier policy. Buyer should note damage on POD (if possible) and file within 48 hours.
- Once the carrier accepts liability, Buyer may choose a replacement or refund. CI may hold funds in escrow pending reimbursement.
4) Returns for Convenience (Unopened Only)
- Unopened, sealed containers in resalable condition may be returned within 14 days of delivery with an RMA.
- Buyer pays return shipping and a 10% restocking fee. Original shipping is non-refundable.
- Opened containers or custom/made-to-order items are not returnable unless non-conforming (Section 2).
5) Handling, Storage & Chain-of-Custody
Buyer must store products according to label/COA requirements. Claims may be denied if mishandling after delivery is evident.
6) Escrow & Payouts
- CI releases funds to Supplier after shipment confirmation unless a timely claim is opened.
- If a claim is opened, CI may hold funds until resolution. Approved refunds are issued to the original payment method within 5–10 business days.
7) Taxes, Duties, and Compliance
- Taxes and duties already remitted may be non-refundable depending on jurisdiction.
- Refusals or customs issues caused by incomplete Buyer documents are the Buyer’s responsibility.
8) Dispute Resolution
Most issues are resolved by evidence review (photos, COAs, chain-of-custody, and lab results). If the parties cannot agree, CI will render a good-faith decision based on the policy and evidence.
9) How to Start a Claim / RMA
- Email support@cleaningredients.co with the order number within the time window.
- Attach photos of packaging, labels, lot numbers, and a description of the issue.
- Keep all packaging until the claim is resolved. Do not dispose without written approval.