How to request cancellation
Send the request to alchemygatewayexim@gmail.com with the quotation, proforma invoice or payment reference. A request is not approved until Alchemy Gateway EXIM confirms acceptance in writing.
Before payment
A quotation may be declined without payment. If a quotation or payment link expires, no order is created unless Alchemy Gateway EXIM issues a fresh written confirmation.
Cancellation before dispatch
An order may be cancelled before dispatch if procurement, production, packing or shipment has not become irreversible. Any approved refund may exclude documented, non-recoverable supplier, payment, banking, currency conversion, packing or logistics costs already incurred for that order.
Orders that cannot normally be cancelled or returned
- Goods specially sourced, made, configured, branded or imported for the buyer.
- Products for which procurement or shipment is already irreversible.
- Opened, used, altered, damaged or incomplete products.
- Perishable, sterile, sealed, temperature-sensitive or hygiene-sensitive goods after the seal or controlled condition is compromised.
- Products subject to legal, safety or regulatory return restrictions.
- Products past their stated return window in the quotation.
These limitations do not remove any remedy that cannot lawfully be excluded, including for an incorrect or materially defective supply.
Damaged, incorrect or short supply
Notify us within 48 hours of delivery and provide the order reference, package label, photographs, quantity details and any carrier damage record. Keep the goods and original packaging until instructions are provided. After verification, the available remedy may be replacement, completion of short supply, repair, credit or refund, depending on the circumstances and product terms.
Manufacturer warranty
Where a product carries a manufacturer warranty, a technical defect may be handled under that warranty. The buyer may need to provide serial numbers, installation records, photographs or other evidence requested by the manufacturer or authorised service provider.
Refund method and timeline
An approved refund will normally be initiated to the original payment method within 7 to 10 business days after approval and, where applicable, receipt and inspection of returned goods. The bank or payment provider may require additional time to credit the amount. Any lawful deduction will be explained before the refund is processed.