Terms and Conditions Realchems

1. Definitions

• Customer / you: the natural person or legal entity placing an order via the Website.
• We / us / Realchems: the operator of Realchems.
• Products: items offered for sale on the Website.
• Order: a purchase request submitted by you via the Website.
• Tracked Shipping: shipment option that includes a tracking code.
• Untracked Shipping: shipment option without a tracking code.
• Business Day: Monday to Friday, excluding Dutch public holidays.

2. Eligibility and acceptable use

The Website and Products are intended for adults (18+) only. By ordering, you confirm you are at least 18 years old.

You are responsible for ensuring that access to and purchase of the Products is lawful in your jurisdiction, including rules on import, customs, possession, and use.

You must not use the Website for unlawful purposes or to interfere with Website security, integrity, or availability.

3. Product information and availability

We aim to describe Products accurately. However, minor variations (e.g., packaging, appearance, batch-related differences) may occur.

Product availability can change without notice. We may limit quantities or refuse orders where necessary (e.g., compliance, logistics, risk, suspected misuse, fraud prevention).

4. Ordering and contract formation

An Order becomes a Contract only when:

• you complete checkout and payment (or an accepted payment initiation), and
• you receive an order confirmation from us (typically by email).

We may refuse or cancel an Order before dispatch, including where:

• payment cannot be verified,
• the provided details are incomplete or inconsistent,
• the destination is restricted,
• we suspect fraud, misuse, or policy breaches.

If we cancel an Order before dispatch due to our internal checks, we will handle any verified payment in line with our Payment and Support processes.

5. Prices and taxes

Prices shown on the Website are in EUR, unless stated otherwise.

Any applicable taxes are shown at checkout where required by law and/or by our storefront configuration.

Shipping costs, if applicable, are displayed at checkout.

6. Payment

Payment methods are offered as displayed at checkout. Availability can change.

You must provide accurate billing information and follow any payment-provider verification steps.

We may place Orders on hold where payment is pending, incomplete, or requires verification.

7. Shipping, delivery, and address responsibility

We ship to the destination countries/regions listed on the Website. Some locations may be excluded or require specific shipping methods.

You are responsible for providing a complete and correct delivery address. Orders shipped to an incorrect address provided by you are your responsibility.

Estimated delivery times (if shown) are indicative only. Delivery can be affected by carrier operations, holidays, strikes, customs processing, and other external factors.

8. Tracking, delivery status, and investigations

Tracked Shipping provides a tracking code and may allow us to request carrier investigations within the carrier’s rules and timeframes.

Untracked Shipping does not allow tracking-based investigations. Where you choose Untracked Shipping, you accept that we cannot trace the shipment route.

If tracking shows “Delivered” but you have not received the parcel, you must:

• check your delivery location and any safe place/pickup point,
• check with household members/neighbours where relevant,
• contact us with your Order ID and relevant details as soon as possible.

If tracking has not updated for an extended period, we may review the case based on the shipping method, route, and carrier status. Any investigation depends on carrier policies and the information available.

9. Customs, import, and legal responsibility

Cross-border shipments may be subject to customs inspection, fees, delays, or rejection.

You are solely responsible for understanding and complying with local laws and import rules applicable to your Order.

Where a shipment is refused, seized, delayed, returned, or otherwise affected by customs or local authorities, the outcome is outside our control. We may request information from you to evaluate the case, but we do not guarantee any particular outcome.

10. Returns, withdrawals, and cancellations

All sales are final. We do not accept returns.

Where the statutory right of withdrawal would normally apply, it may be excluded for certain categories of goods or circumstances permitted by applicable law. Where it cannot be excluded, the legal minimum rules apply; but any returned item must remain unopened and in its original condition where required by law.

Cancellations or edits: If you need to change or cancel an Order, you must contact us immediately. Once an Order has entered dispatch processing or has been handed to the carrier, changes may no longer be possible. Further details are set out in our Return Policy.

11. Incorrect, incomplete, or damaged Orders

If you believe your Order is incorrect, incomplete, or visibly damaged on arrival, you must contact us promptly and provide:

• your Order ID,
• clear photos of the package (including label) and contents,
• a brief description of the issue.

We will review the information and determine what is possible within our operational and compliance constraints. We do not make automatic refund or replacement commitments.

12. “Returned to sender” and non-receipt scenarios

If a parcel is marked “Returned to sender” due to address issues, missed pickup, refusal, customs action, or carrier handling, the case will be assessed based on the available carrier data and your provided information.

Where a parcel does not successfully complete delivery due to circumstances outside our control (including customs or carrier operations), we may not be able to resend or replace the shipment.

13. Intellectual property

All Website content (texts, visuals, branding, design elements) is owned by or licensed to us and may not be copied, reproduced, or used without prior written permission, except where mandatory law permits.

14. Limitation of liability

To the maximum extent permitted by applicable law, we are not liable for:

• indirect or consequential loss,
• customs actions, delays, seizures, or rejections,
• carrier delays, missed scans, or operational disruptions,
• losses arising from incorrect information provided by you (e.g., address).

Where liability cannot be excluded under mandatory law, our liability is limited to the amount paid for the relevant Order, unless mandatory law requires otherwise.

15. Support, complaints, and communication

Support is provided via the Website contact form and/or chat. We do not provide phone support.

If you have a complaint, you must submit it clearly and in full, including your Order ID where relevant.

We may request additional information to assess your complaint. Failure to cooperate may limit what we can do.

16. Changes to these Terms

We may update these Terms to reflect operational, legal, or technical changes. The version published on the Website at the time of your Order applies to that Order, unless mandatory law requires otherwise.

17. Governing law and jurisdiction

These Terms and any Contract are governed by Dutch law, unless mandatory consumer protection rules in your country of residence require otherwise. Any disputes will be submitted to the competent court in the Netherlands, unless mandatory law provides otherwise.