Below are special provisions pertaining to Holderchem e-commerce shipping and return policy. These variations to the General Conditions of Sale, Delivery and Payment shall strictly apply to online purchases transacted using the Holderchem E-commerce online marketplace system.
These special conditions listed herein should be read in conjunction with Holderchem’s General Conditions of Sale, Delivery and Payment. All quotations and sales are subject to the General Conditions save variations of specific provisions hereof pertaining to Holderchem e-commerce marketplace transactions. For immediate assistance on an order, please contact on .
Non-fault returns (excluding returns associated to overseas sales) are accepted within 15 days of receipt for store credit of the purchase price (or refund at Seller’s option in the original payment form), albeit excluding shipping and return shipping costs, clearing, warehousing and handling costs associated with the delivery and return of goods, return shipping costs, financing charges and restocking fee referred to herein below. The store credit shall remain valid for 30 days from date of return and shall not be assignable. Buyer shall be responsible to ensure goods return to Seller designated warehouse premises Delivery & Duty Paid (DDP).
The Return of Goods shall be subject to an additional restocking fee of 20 % of Invoice Value (s) that will be charged and deducted from any refund or store credit. The fees set out herein above shall also apply if Buyer fails to take delivery on the date stated for delivery in Buyer’s order or in Seller’s confirmation of order or, lacking such statements, when the Products are ready for delivery. Such increases shall not prejudice any other claim, which Seller may have because of Buyer’s delay, nor Seller’s right to be released from, and cancel any outstanding order(s).
Delivery takes place when Seller hands over the Products to Buyer or the first carrier unless the use of a trade term according to Incoterms 2010 of these conditions implies that delivery takes place at an earlier or later point. Delivery times, periods or rates when unspecified will be when the Products are ready for delivery. Seller shall endeavor to meet specified delivery dates but undertakes no legal commitment to do so.
Orders that have shipped cannot be canceled nor changed. However, if, for any reason, Seller fails to meet a specified or fixed delivery date, Buyer may without liability cancel its order provided it notifies Seller thereof in writing before the Products are delivered. Cancellation shall be Buyer’s sole remedy in case of Seller’s delay or failure to deliver. Damages shall be excluded and Seller shall have no obligation to acquire from other suppliers substitutes for the Products delayed or unavailable from Seller.
Events beyond the reasonable control of either party shall relieve Seller of its obligation to deliver and Buyer of its obligation to take delivery and entitle either party to withdraw from the contract to the extent that delivery has not taken place. If events beyond Seller’s reasonable control prevent it from delivering all the Products and at the same time fully meeting the demand of its other customers, Seller may withhold, reduce or suspend delivery of the Products in order to allocate its supply capacity reasonably between Buyer and the other customers. Seller shall in such cases give Buyer as much advance notice as possible and Buyer may cancel any partial undelivered order so reduced or suspended.
Orders pertaining to deliveries received damaged must be noted on the bill of lading, or delivery receipt and Seller notified within five days after the defects could have been discovered by inspection or testing of the Products before or after use but no later than ten days after receipt of the Products, whichever comes first and in no event after expiry of their published shelf life. Buyer shall subject the Products to adequate tests immediately after delivery, prior to use. Seller shall have no obligation in respect of any claim unless the allegedly defective Products are kept available for inspection by Seller’s representative, and Buyer submits requested substantiation and evidence of claimed defect and proof that said defect occurred prior to delivery of the Products. Seller shall consider no claim on Products that have been tampered with.
Complaint about Product appearance, weight or packing shall only be considered if made in writing within five days after delivery.
Where a complaint or claim has been made in respect of Products proved or alleged to be defective, Seller may suspend further deliveries of the Products until the validity of such complaint or claim has been finally determined and in such event the applicable delivery date(s) shall be postponed accordingly.
Seller reserves the right to make alterations to the Product technical specifications sheets, from time to time without this being construed by Buyer as a reason for raising a complaint.
Any Claim made by Buyer shall be addressed to Seller in writing with acknowledgment of receipt within the time period specified herein above. Buyer shall not enter into legal proceedings with the Seller for a period of three months after making such claims known to Seller, submitting all evidence substantiating Buyer’s claim, and exhausting all amicable means for resolving said claims. Buyer’s claim shall be deemed null and void if terms of payment have not been strictly adhered to.
Customer should promptly submit a report documenting damage including video, picture proof and packaging documenting damage. Seller may, at its discretion, carry out or require a third party to carry out an inspection report before agreeing to waive restocking fees associated with returns. Buyer shall be responsible to ensure goods return Delivery & Duty Paid (DDP) to Seller designated warehouse premises within five days from being advised by Seller of inspection report conclusions.
For items damaged in transit and delivered by DHL, Aramex, FedEx, UPS, or any other private courier service, any defect must be reported within 72 hours from delivery to our customer service team so we may file a claim on customer’s behalf with the carrier. This process can take time to be resolved and customer must keep all of the original packaging, and pictures of damaged goods as the carrier may require an inspection in order to honor claim.
For damaged items other than in transit, defects must be reported within 72 hours to our customer service team, who may require an inspection to assess the extent of damage, before agreeing to process returns or waive fees listed herein above associated with non-fault returns.
Edition: HC Shipping & Returns (REV- 01) 29/08/2020