At Ingredock, we stand behind the chemical assay, microbiological purity, and physical specifications of all delivered raw materials. Because our products are chemical actives and food-grade raw materials used in critical formulations, returns and quality claims are handled under strict quality assurance protocols.

1. Quality Non-Conformance Claims

If a delivered raw material does not conform to the specifications stated in the batch Certificate of Analysis (COA) or pre-agreed specification sheet:

• Notice Period: Please submit a quality claim within 30 calendar days of receiving your shipment.
• Required Information: Provide your order number, lot/batch number, photos of the outer packaging and inner tamper-evident seals, and third-party laboratory test results (e.g., HPLC report, microbiological assay) demonstrating non-conformance.
• Resolution: Upon QA verification, Ingredock will promptly dispatch a replacement batch free of charge or issue a full credit/refund for the non-conforming quantity.

2. Transit Damage & Packaging Compromise

• Inspect all fiber drums, cartons, and foil pouches immediately upon arrival.
• If outer containers are visibly punctured, crushed, or water-damaged during transit, note the damage on the carrier's delivery receipt and notify us within 7 business days with photographic evidence.
• We will handle the carrier insurance claim and expedite a replacement shipment.

3. Unopened Sample / Trial Pack Returns

Due to contamination risks inherent in chemical and biological ingredients, products that have had their factory heat-seals broken or tampered with cannot be returned for restock. Unopened, factory-sealed standard units may be returned within 14 days subject to a standard 15% restocking fee (customer covers return shipping).

4. How to Initiate a Claim

Contact our Quality Assurance & Customer Service Team:
Email: sales@ingredock.com (Subject: Quality Claim - [Your Order Number])
Typical response time: Within 24 business hours.