This policy covers returns, refunds, exchanges, damage and defects for all products purchased from The Calculated Chemist. Effective 10 October 2026, it applies to orders delivered on or after that date. Orders delivered before that date are handled under the terms published at the time of delivery.
To start a return, contact us at info@thecalculatedchemist.com with your order number. Items sent back to us without first requesting a return cannot be accepted.
If something is wrong on arrival
Please inspect your order on delivery. If an item arrives damaged, defective or incorrect, contact us within 14 days of delivery with your order number and photographs of both the item and the packaging. The 14 days is your window to tell us, not a deadline for returning anything. This applies to personalised and engraved items too.
Return shipping is the buyer's responsibility, except where consumer law in your country requires us to cover or reimburse return costs, in which case we will do so. Where we can put the problem right without a return, we will.
If you change your mind
You have 14 days from delivery to request a return on a standard item. That is the deadline for contacting us, not for the item reaching us. Once we accept your request we will confirm how long you have to ship it back.
For a change-of-mind return the item must be unused, in the same condition you received it, with any tags, and in its original packaging. You will also need your receipt or proof of purchase. These conditions apply to change-of-mind returns only.
Return shipping to our facility is the buyer's responsibility, and original shipping charges are not refunded, except where consumer law in your country requires us to cover or reimburse them. Refunds are issued once we have received the item back and inspected it, to the original payment method.
Our 14-day commitment
Beyond anything the law requires, we commit to this: tell us within 14 days of delivery that an item is damaged, defective or not what you ordered, and we will repair it, replace it or refund it. That commitment covers personalised and engraved items on exactly the same terms as standard ones.
If a fault appears after those 14 days, contact us anyway. We review later faults case by case, and your rights under consumer law continue to apply regardless of this commitment.
Custom and engraved items
Personalised and custom-engraved products are made to order and are final sale: they cannot be returned for change of mind. They are fully covered if something is wrong with them, on exactly the same terms as standard items, including where the engraving does not match what was approved.
What our commitment does not cover
- Normal cosmetic wear from daily use. Scuffs and finish marks are expected on an object that is carried every day.
- Accidental damage, drops, and dents.
- Damage caused by microwaving or freezing.
- Damage caused by use with chemicals, reagents, or other non-beverage contents.
This list limits our voluntary commitment only. It does not affect your statutory rights.
Your statutory rights
Separate from, and in addition to, our 14-day commitment above. Nothing on this page limits any right you have under consumer law in your country, including rights relating to faulty, damaged or misdescribed goods and any right to a refund of shipping or return costs. Where the law gives you longer than 14 days, those rights apply in full.
Bulk, trade, and custom programs
Bulk and custom orders are quoted and invoiced directly, and their terms are confirmed in writing before production begins. For questions on those orders, contact wholesale@thecalculatedchemist.com.
Contact
For any question about a return, a refund, damage, or a defect, email info@thecalculatedchemist.com. Include your order number and, where damage or a defect is involved, photographs.
