Returns & Claims Policy

Last updated: 24 September 2026

1. Scope

Rawplex supplies industrial, food, feed and pharmaceutical raw materials to business customers in bulk. Every lot is produced or packed to an agreed specification and ships with a batch Certificate of Analysis (CoA). This policy explains what you can claim, how, and within what time. It forms part of every proforma invoice or order confirmation we issue, unless that document states otherwise.

2. No change-of-mind returns

Because the goods are manufactured or allocated to your order and are frequently regulated or hazardous, we do not accept returns for change of mind, over-ordering, or a change in your production plan. Once an order is confirmed it can be cancelled only with our written agreement, and any cancellation costs already incurred will be charged.

3. What you can claim

You may raise a claim if, on arrival, a delivery shows any of the following:

• Quantity shortage - fewer packages, or net weight below the tolerance stated on the packing list;
• Transit damage - torn, wet, punctured or contaminated packaging, or broken pallets or drums;
• Non-conformity to specification - a parameter outside the agreed specification, confirmed by an independent, accredited laboratory using the test method named on the CoA or another method agreed in writing;
• Wrong product or grade - the material, grade or labelling differs from the order confirmation.

4. Claim window: 14 days from arrival

Notify us in writing at [email protected] within 14 calendar days of the goods arriving at the named place of delivery. Visible damage or shortage must also be noted on the carrier's delivery receipt at the time of unloading. Claims received after the 14-day window, or for goods that have been repacked, blended, processed or moved to a third party, cannot be accepted.

5. What to send with your claim

• Our invoice or order number, product name and batch number;
• Dated photographs of the packages, labels and any damage, taken before unloading where possible;
• For a quantity claim: the signed delivery receipt and your weighbridge or count record;
• For a quality claim: the independent laboratory report, the sampling procedure used, and a retained, sealed sample of at least 500 g (or 500 ml) that we may ask you to send us.

We acknowledge every claim within two working days and give you a decision, or a request for further information, within ten working days of receiving a complete file.

6. Remedies

Where a claim is accepted we will, at our choice and in agreement with you, provide one of the following:

• Replacement of the affected quantity, shipped at our cost on the same Incoterm as the original order;
• Credit note against your next order;
• Refund of the invoiced value of the affected quantity, by bank transfer within 14 days of acceptance.

Our liability for any claim is limited to the invoiced value of the affected goods. We are not liable for indirect or consequential loss, including lost production, downstream product recalls or loss of profit, except where liability cannot lawfully be limited.

7. Return shipments

Do not ship any goods back to us without our written return authorisation. Many of the materials we supply are classified as dangerous goods or are subject to import and export licensing, and an unauthorised shipment may be refused, destroyed or incur charges that we cannot reimburse. Where we authorise a return we will name the receiving address, the carrier, the required documentation and who bears the freight cost. Accepted claims never require you to pay for return freight.

8. Disposal

If a claim is accepted and return is impractical or unsafe, we may instruct you to dispose of the affected goods through a licensed waste contractor. Reasonable, documented disposal costs agreed in advance are reimbursed.

9. Disputed laboratory results

If our retained sample and your laboratory report disagree, both parties will jointly appoint a second independent accredited laboratory whose result is final. The party whose result is not upheld bears the cost of that test.

10. Governing law and contact

This policy is governed by the laws of the Hong Kong Special Administrative Region. Claims and questions:

Rawplex
Email: [email protected]
WhatsApp & phone: +86 130 4999 6554

See also our Terms of Use and Privacy Policy.