Refund policy
At Chem2Go, we stand behind every product we ship. If your order arrives defective, damaged, incorrect, or incomplete, we will make it right. Because our products are aerosol and chemical goods regulated as hazardous materials for shipping, returned items cannot be safely restocked or resold. For this reason, we do not accept returns for reasons other than a verified product or fulfillment issue.
1. Return Eligibility
A return, replacement, or refund may be requested only when one of the following applies:
• The product is defective or does not function as described (for example, a can that does not dispense, a foam gun that leaks, or a kit missing a listed component).
• The product arrived damaged in transit.
• You received the wrong item.
• Your order was delivered incomplete (missing items or incorrect quantity).
The following are not eligible for return or refund:
• Products that have been opened, used, partially used, or applied.
All claims must be submitted within 30 days of the delivery date. Claims for shipping damage, wrong items, or missing items must be submitted within 7 days of the delivery date.
2. How to Report an Issue
Inspect your order upon delivery. To report a problem, email support@chem2go.com within the time limits above and include:
• Your order number and the name on the order.
• A description of the issue.
• Clear photos or video of the product, the defect or damage, the product label and lot number, and the shipping box and packaging, including the shipping label.
Please keep all products and packaging until your claim is resolved. Claims submitted without the required evidence, or after the reporting window, may be declined. We may ask for additional information or a short video demonstrating the issue before approving a claim.
3. How We Resolve Approved Claims
Once a claim is verified, Chem2Go will choose the most appropriate remedy at its sole discretion, which may include:
• Reshipping the missing or incorrect item.
• Sending a replacement for the defective or damaged product.
• Sending an equivalent product (see Section 4).
• Issuing a partial refund for the affected item.
• Issuing a full refund for the affected item.
Replacement or reshipment is our standard remedy. A refund is issued when a replacement is not practical. For verified claims, Chem2Go covers the shipping cost of the replacement. We may require the affected item to be returned before a replacement or refund is issued, or we may instruct you to dispose of it in accordance with local regulations; in that case no return is required.
4. Equivalent Product Substitution
Chem2Go carries several brands, including IxirPro, Magic Chems, and Y’allCanDiy. If the product you ordered or the replacement you are entitled to is out of stock, we may offer and ship an equivalent product from another brand we carry, at no additional charge. An equivalent product has the same quantity, the same volume or net weight, and the same quality grade as the original, and may be of equal or greater value. Equivalent products are matched by specification, not by brand name, and receiving an equivalent product is not considered receiving a wrong item. If you prefer not to accept a substitution, let us know before the replacement ships and we will issue a refund for the affected item instead.
5. Return Shipping
When a return is required, it must be authorized in advance. We will provide a Return Merchandise Authorization (RMA) number and return instructions. Please note:
• The customer is responsible for return shipping costs and for obtaining the return shipping label.Chem2Go does not provide prepaid return labels.
• Returns must be shipped using a trackable method and packed securely in the original packaging.
• Items returned without an RMA number, or outside the approved window, will not be accepted or refunded.
6. Refunds
Approved refunds are issued to the original payment method within 5–10 business days after the claim is approved or, when a return is required, after we receive and inspect the item. Your bank or card issuer may take additional time to post the refund. Refunds cover the price paid for the affected item only. Discounts and promotions are applied proportionally.
7. Exchanges
We do not offer exchanges for change of mind or for a different product. Exchanges for defective, damaged, or incorrect items are handled as replacements under Section 3.
10. Chargebacks
If you have a problem with your order, please contact us first. We resolve the vast majority of issues within one business day. Chargebacks filed without first contacting Chem2Go may be disputed with this policy and the order records.
11. Contact
Chem2Go · 14 Hughes, B200, Irvine, CA 92618, United States
Email: support@chem2go.com · Phone: +1 (888) 603-2436 · Business hours: 9:00 AM – 4:00 PM PST
Chem2Go reserves the right to update this policy at any time. The policy in effect on the date of your order applies.