Claims & Returns

This policy explains what we will put right, how quickly you need to tell us, and what happens next. It forms part of our Terms of Sale.

1. The short version

A defined claims window with a stated remedy is more useful to you than a vague promise to sort things out. This policy is deliberately specific so that neither of us has to negotiate the process while a problem is live.

2. Why we do not accept returns

Once a Product has left our custody we cannot verify how it was stored, handled or transported. Returning it to saleable stock would mean supplying another buyer with material whose chain of custody has a gap in it, and the traceability we offer would be worthless.

We therefore accept no returns for change of mind, over-ordering, ordering in error, or discontinued use. This applies regardless of whether packaging has been opened. What we do instead is remedy the things that are genuinely our responsibility, which are set out below.

3. What is covered

• Wrong Product. The Product received is not the Product ordered and acknowledged.
• Short shipment. The quantity received is less than the quantity on the packing document and invoice.
• Transit damage. The container arrived damaged, provided the damage was noted on the carrier's delivery record where visible, and photographed.
• Out of specification. The lot does not meet the specification recorded on the analytical documentation supplied with it.
• Documentation mismatch. The lot identification on the container does not match the documentation supplied.
• Recall. The lot is subject to a recall or withdrawal that we issue.

4. What is not covered

• Change of mind, over-ordering, or a Product no longer being needed
• Product stored or handled other than in accordance with the storage conditions on its documentation
• Product that has been opened, transferred, diluted, reconstituted, combined, repackaged or relabelled
• Deterioration occurring after risk passed, other than where it demonstrates the lot was out of specification when risk passed
• Loss or damage in transit where you arranged your own carriage
• Claims raised after the window in section 5
• Suitability for your intended application — determining that is your responsibility under the Terms of Sale

5. The claims window

Five business days from delivery. Products not rejected within that window are deemed accepted.

The one exception is a latent specification failure that could not reasonably have been detected on inspection. Raise it as soon as you discover it and in any event within the Product's stated shelf life, supported by your own analytical results and your storage records for the lot.

6. How to raise a claim

Email info@veltransolutions.com or text (516) 986-1485 with:

1. Your order number and account name
2. The lot number printed on the container
3. What is wrong, in plain terms
4. Photographs of the container, its label, the outer carton and the packing document
5. For damage, the carrier's delivery record showing the damage notation
6. For an out-of-specification claim, your analytical results and the storage record for the lot

We acknowledge claims within one business day and aim to reach a decision within five business days of receiving everything above. If we need longer — for example where a retained sample must be re-tested — we will tell you why and when to expect an answer.

7. Remedies

Where a claim is accepted, we will, at our option, replace the affected Product or credit or refund the price paid for it. Where we replace, we cover the freight. Where we refund, the refund is issued to the original payment method and covers the Product price and the freight attributable to it.

Replacement or refund is your sole and exclusive remedy. Our liability is limited as set out in the Terms of Sale, and in no case exceeds the amount paid for the Products giving rise to the claim.

8. Handling the affected Product

Until we have made a decision, quarantine the affected Product. Do not use it, dispense it, compound with it, or supply it onward. Keep it in its stated storage conditions and retain all packaging and documentation.

Do not return anything to us unless we have issued a written authorisation with return instructions. Unauthorised returns are refused at your cost. Where we determine that return is unnecessary, we may instruct you to destroy the Product and provide written confirmation of destruction.

9. Recalls and withdrawals

If we recall or withdraw a lot you have received, we will notify you directly using the contact details on your account, and you must act promptly: stop distributing and using the lot, quarantine remaining stock, identify onward recipients from your records, and follow our written instructions.

Recall remedies are not subject to the five-day window. Notify us within two business days of becoming aware of any suspected quality defect, adverse event, tampering, theft or diversion involving a Product supplied by us, whether or not we have issued a recall.

10. If we cannot agree

If you disagree with our decision, ask for it to be reviewed and state why, including any further evidence. A person not involved in the original decision will review it. If that does not resolve matters, the dispute provisions in the Terms of Sale apply.

11. Payment disputes

Please raise any concern with us before disputing a charge with your bank or card issuer. A dispute filed without first contacting us slows the resolution considerably, because funds are held pending the issuer's process and we cannot ship replacements against a disputed order.

Charges and refunds appear on your statement under our trading name. If a charge is not recognised, text or email us and we will identify it the same business day.

Contact

Veltran Solutions
418 Broadway # 8054, Albany, New York 12207, United States
Email: info@veltransolutions.com
Text: (516) 986-1485