1. MERYT and Orbit-Store Product Claims

MERYT LLC is the legal business entity responsible for Orbit-Store product claims unless the applicable transaction identifies another legal entity. Orbit-Store.com / Orbit Store is a MERYT-operated brand and ecommerce property.

Products purchased through a different MERYT-controlled website, authorized distributor, future separate entity, or third-party seller may also be subject to that seller's return procedures, while valid MERYT manufacturing-defect or product-conformity issues may still require MERYT technical or quality review.

2. General Return Rule

Unless required by law or expressly approved by MERYT in writing, MERYT does not accept ordinary change-of-mind returns, exchanges, or cancellations after shipment.

This applies even when a container is unopened because storage history, custody, temperature exposure, tamper integrity, transportation conditions, and traceability can affect MERYT’s ability to safely place chemical product back into controlled inventory.

Opened containers are not eligible for an ordinary return. Opening, using, diluting, transferring, mixing, repackaging, or otherwise placing the product into the customer's process removes the product from ordinary return eligibility. This rule does not prevent MERYT from investigating a claimed manufacturing defect or material nonconformity that existed when the product left MERYT's control.

3. Claims MERYT Will Evaluate

MERYT will evaluate properly documented claims involving product that materially fails to meet the applicable written MERYT specification, label, express written warranty, or specific objective product-performance representation that MERYT made for the product and transaction, as well as the categories below:

• Verified manufacturing defect existing when the product left MERYT’s control.
• Verified material nonconformity with the applicable written MERYT product specification, label, or express written representation.
• Incorrect product or quantity shipped by MERYT.
• Shipping damage, leakage, loss, or shortage requiring carrier and/or MERYT investigation.
• A substantiated performance issue where the product does not materially perform as expressly represented when used according to the applicable published instructions and under conditions reasonably within the stated application.

4. Claims That Generally Do Not Qualify

• Ordering the wrong product, size, quantity, concentration, specification, or part number.
• Change of project, over-ordering, excess inventory, budget change, customer cancellation, or lack of downstream demand.
• Improper storage, freezing, overheating, contamination, exposure, handling, transfer, dilution, or mixing after delivery.
• Use outside published instructions or outside the applicable product’s intended application.
• Surface or process incompatibility that was not part of an express MERYT written representation for the transaction.
• Failure to follow SDS, TDS, labels, OEM instructions, approved maintenance data, or applicable workplace and regulatory procedures.
• Normal packaging or appearance variation that does not materially affect product conformity or safe use.

5. Performance Claim Review

Cleaning and maintenance performance depends on contamination type, surface material, temperature, dwell time, agitation, dilution where applicable, application method, equipment, operator technique, process control, rinsing/wiping, storage, and other conditions.

A statement that a product did not meet an individual customer’s expectation does not automatically establish a defect. MERYT may request process details and may recommend technical adjustments before determining whether a product is nonconforming.

6. Technical Documents, Published Claims, and Customer Validation

Return and performance evaluations use the applicable current written MERYT specification, label, SDS, TDS, express written warranty, transaction representation, lot/batch information, and other relevant controlled records rather than isolated historical advertisements, social-media excerpts, informal demonstrations, or third-party summaries.

Customers remain responsible for evaluating suitability for their specific process and, where appropriate, conducting independent compatibility or process validation. Such testing does not authorize use contrary to safety information, OEM instructions, approved maintenance data, applicable law, or regulatory requirements.

7. How to Submit a Claim

Provide enough information for MERYT to investigate, including where available:

• Order, invoice, PO, or quotation number.
• Product name, MERYT part number, package size, quantity, and batch/lot number.
• Date received and date first opened or used.
• Photographs or video of packaging, labels, seals, damage, leakage, or observed condition.
• Description of storage conditions and how the product was used.
• For performance claims, surface/material, contamination, dilution, application method, dwell time, temperature, and results.
• For freight claims, carrier, tracking/BOL, delivery receipt, visible damage notation, and photos of the shipment before unpacking where available.

8. Timing of Claims

Report shipping damage, leakage, shortage, or incorrect shipment as soon as reasonably possible; reporting visible delivery issues within 48 hours is strongly encouraged.

Manufacturing-defect or performance claims should be reported promptly after discovery and within any applicable written warranty or shelf-life period. Delay that prevents reliable investigation, lot tracing, sample testing, or carrier recovery may affect available remedies.

9. Return Authorization Required

Do not return chemical product without written return authorization and shipping instructions from MERYT. Unauthorized returns may be refused, held, or handled at the sender’s cost as permitted by law.

MERYT may determine that physical return is unnecessary and may instead request photographs, retained samples, a field sample, disposal certification, carrier inspection, or other evidence.

10. Safety and Transportation of Returned Chemicals

Any authorized return must comply with the current SDS, carrier rules, dangerous-goods or hazardous-material requirements where applicable, packaging requirements, labeling requirements, and applicable law.

A customer must not ship leaking, unsafe, improperly packaged, contaminated, unlabeled, or otherwise noncompliant material to MERYT without express written instructions.

11. Shipping Damage, Loss, and Carrier Issues

Inspect the shipment promptly. Preserve cartons, pallets, drums, closures, seals, labels, shrink wrap, packing material, and delivery paperwork. Note visible damage on the carrier’s delivery record where reasonably possible.

MERYT may assist with a carrier claim, but responsibility for transportation damage, loss, theft, delay, misdelivery, and claim payment depends on the shipping term, risk-of-loss allocation, carrier account, bill of lading, and applicable law.

Where risk of loss had passed to the customer, a carrier loss or carrier-caused damage does not create an automatic MERYT refund or replacement. Where MERYT retained the risk of loss, made a verified fulfillment error, or applicable law requires a remedy, MERYT will address the claim under the applicable transaction terms and law.

12. Incorrect Shipment by MERYT

If MERYT verifies that it shipped an incorrect product or quantity, MERYT will determine an appropriate remedy, which may include correcting the shipment, arranging a return, issuing a credit, or another reasonable resolution.

Do not use or redistribute a product you believe was shipped in error until MERYT provides instructions.

13. Manufacturing Defect or Verified Nonconformity

MERYT may inspect records, retained samples, customer samples, packaging, photos, quality-control data, raw-material records, and batch information as appropriate.

If MERYT determines that product was defective or materially nonconforming when it left MERYT’s control, MERYT may, subject to applicable law and the transaction terms, replace affected product, provide equivalent product, issue a credit or refund for affected product, reimburse agreed return freight, or provide another commercially reasonable remedy.

14. Commercial Accommodations

Even when a claim is not covered, MERYT may choose to assist a customer through technical support, a negotiated discount, replacement pricing, credit, partial credit, freight assistance, or another commercial accommodation.

Any accommodation is discretionary unless required by law or contract and does not create a precedent, continuing entitlement, expanded warranty, or admission that the product was defective.

15. Cancellations Before Shipment

A cancellation request received before shipment may be considered when processing, production, packaging, freight booking, special procurement, or custom work has not created non-recoverable costs. MERYT may deny cancellation or deduct reasonable non-recoverable costs for special, custom, bulk, export, or contract orders where permitted.

16. Custom, Bulk, Pallet, Drum, Contract, and Export Orders

Custom formulations, special packaging, drums, pallet quantities, contract production, export orders, and container orders may become non-cancellable once production, procurement, packaging, documentation, or freight commitments begin, except for valid defect/nonconformity claims or rights required by law.

17. Refused Delivery

Unauthorized refusal does not create an automatic right to a refund. A customer may remain responsible for outbound freight, return freight, storage, carrier fees, reconsignment, disposal, and other reasonable costs caused by an unauthorized refusal, subject to applicable law and the reason for refusal.

18. Refund Method and Timing

If MERYT approves a monetary refund, it will generally be issued to the original payment method when commercially and technically feasible, or by another agreed method. Processing time may depend on the payment processor, bank, freight claim, product inspection, or transaction reconciliation.

19. Consumer Rights and Applicable Law

This policy does not eliminate rights that cannot legally be waived. Where consumer refund, warranty, shipment-timing, or product-liability law applies and conflicts with this policy, the mandatory law controls.

20. Quality Records, Nonconformity, Corrective Action, and Audit Readiness

Product complaints, shipping discrepancies, manufacturing-defect claims, suspected nonconformities, retained samples, batch/lot records, customer evidence, investigation results, credits, replacements, and corrective actions may be documented and retained as appropriate to the issue.

MERYT may use complaint and claim information to identify trends, investigate root causes, evaluate suppliers or processes, implement corrections or corrective actions, update controlled documents, and support continual improvement.

This framework is intended to support quality-management and audit-readiness principles associated with ISO 9001 and applicable aerospace quality systems. It does not state that MERYT is presently certified to ISO 9001, AS9100/IAQG 9100, 9120, ISO/IEC 27001, or another standard unless a current certificate is expressly published for the applicable scope.

21. Policy Updates

MERYT may update this Return & Product Claims Policy prospectively. A revised policy applies to future orders and claims arising from future transactions from its stated effective date. A later website update does not automatically eliminate a return, warranty, or claim right that had already vested under an accepted prior transaction or mandatory law.

22. Contact for Returns, Damage, and Quality Claims