Home / Chargeback Policy

Chargeback Policy

How to resolve a billing or order problem with us directly, and what happens if a chargeback or payment dispute is raised with your card issuer.

Read Policy View All Policies

Official policy reference

All products sold by Chemology RUO LLC are supplied strictly for in-vitro laboratory research use only. They are not intended for human or animal consumption, or for clinical, therapeutic, or diagnostic applications.

  • Laboratory research use only
  • Not for human or animal consumption
  • No clinical, therapeutic, or diagnostic use

Transparency

Clear access to official policies, disclosures, and customer-facing standards.

Research Use Only

Policy language reinforces laboratory-use limitations and responsible handling.

Legal compliance

Centralized links to terms, privacy, compliance, community, and legal notices.

Buyer responsibility

Customers are expected to review applicable policies before using the website.

1. Contact Us First

If you have a problem with a charge or an order, please contact us before raising a dispute with your bank or card issuer. Most issues, including delayed parcels, damaged items and billing questions, can be resolved directly and faster than through a formal dispute. We aim to respond to every support request within 2 business days.

2. Recognising Your Charge

Charges appear on your statement under the name Chemology RUO LLC or a related billing descriptor. If you do not recognise a charge, please contact us with the date and amount so we can confirm whether it relates to an order on your account.

3. Authorization

By placing an order you confirm that you are the authorised holder of the payment method used, or that you have the permission of the authorised holder, and that you authorise Chemology RUO LLC to charge the total shown at checkout. See the Web Authorization section of our Terms of Service.

4. How We Respond to Chargebacks

If a chargeback is raised, we will respond to the card issuer with the records we hold for the order. These may include the order details, the account and IP information recorded at checkout, the Research Use Only and Terms of Service acknowledgments accepted at checkout, proof of dispatch and delivery tracking, and all correspondence with the customer.

5. Account Consequences

While a chargeback is open, we may suspend the associated account and hold any open orders. Where a chargeback is found to be unfounded or is raised without first contacting us, we reserve the right to close the account and refuse future orders.

6. Fraudulent Chargebacks

Raising a chargeback for an order that was authorised and delivered is treated as a breach of our Terms of Service. We reserve the right to pursue recovery of the order value together with any fees and costs incurred as a result.

7. Resolving a Dispute

If you have raised a dispute in error, or your issue has since been resolved with us directly, please withdraw the dispute with your card issuer and let us know so that we can update our records.

8. Contact

Please reach our support team through the Contact page with your order number and a short description of the issue.

Contents

Questions about these terms?

Contact us →

Research Use Only

All Chemology products are sold strictly for in-vitro laboratory research. They are not drugs, foods, cosmetics, medical devices or dietary supplements, they have not been evaluated by the Food and Drug Administration, and they are not intended for human or animal consumption. By ordering, buyers confirm they are qualified researchers purchasing for legitimate scientific use, and that they are 21 or over. If you have a compliance or documentation question, please get in touch before ordering.