How a specification discrepancy is handled, and the conditions under which a return or replacement is agreed.
Material is released against the specification agreed in writing at quotation stage. The reference point for any return or replacement is that agreed specification, together with the release documentation for the lot concerned.
Report the discrepancy in writing within the period stated on the quotation, providing the lot number, the condition on receipt, the packaging and temperature evidence where relevant, and any supporting analytical data. Early notification preserves the ability to compare against the retained sample.
The report is reviewed against the retained sample, the batch records and the analytical results for the lot. Where our own independent testing is required to complete the review, it is carried out in-house or by an agreed third party.
Depending on the review, the resolution may be a replacement batch to specification, a credit note, or a refund. The outcome is confirmed in writing and recorded against the lot.
Returns cannot normally be accepted where the material has been opened, reconstituted or stored outside the recommended conditions, where the discrepancy relates to handling after receipt, or where the requirement was for a use outside the research-use-only position. Custom synthesis is made to buyer specification and is reviewed on a case-by-case basis against the agreed release criteria.
Where a return is agreed, the logistics arrangement and applicable conditions are confirmed in writing as part of the resolution. Material should not be returned before that confirmation is issued.
Send the catalogue reference or target sequence, required purity, quantity and destination. The procurement desk returns a formal quotation with the documentation package and lead time.