PICO Chemical is committed to addressing product returns, order changes, shipping problems and product-quality concerns fairly and promptly. The following policy applies to purchases made through picochemical.com and other standard PICO Chemical orders.
This policy summarizes relevant provisions of PICO Chemical’s complete Terms and Conditions of Sale. If there is any conflict between this policy and the complete Terms and Conditions of Sale, the Terms and Conditions of Sale will control.
Standard Product Returns
Return requests must be submitted to PICO Chemical in writing and require written authorization before any product is returned.
To qualify for consideration:
- The return request must be made within 30 days of the invoice date.
- The product must remain in its original, sealed and undamaged container.
- The product must not be a make-to-order or special-order product.
- The customer must receive written return authorization from PICO Chemical before shipping the product.
- Return freight must be prepaid by the customer or shipping party.
All returned products will be inspected and analyzed by PICO Chemical before the return is accepted or rejected.
Approved returns are subject to a restocking charge equal to 15% of the product’s current price.
Nonreturnable Products
The following products are not eligible for standard return:
- Opened, used, damaged or unsealed products
- Make-to-order products
- Special-order products
- Custom formulations or private-label products
- Products returned without prior written authorization
- Products returned more than 30 days after the invoice date
Damaged, Incorrect or Nonconforming Products
Damage, leakage, shortages, incorrect shipments or suspected nonconforming products should be reported as soon as possible and no later than 10 days after delivery.
PICO Chemical may request information needed to evaluate the claim, including:
- Order and invoice information
- Product and lot information
- Photographs
- Product samples
- Shipping or delivery documentation
- Storage and handling records
- Information about how the product was used
Customers must retain the product, packaging and relevant supporting materials while PICO Chemical investigates the claim.
If PICO Chemical confirms that a product is nonconforming, PICO Chemical may provide replacement product, account credit or a refund to the original payment method, at PICO Chemical’s discretion.
Order Changes and Cancellations
Order-change requests may be accepted before the product has been prepared for shipment.
If a product has already shipped, PICO Chemical’s standard return requirements and 15% restocking charge apply.
Make-to-order and special-order products cannot be canceled after dedicated raw materials have been obtained or production has begun. Full payment may remain due for canceled make-to-order or special-order products.
Refunds and Credits
Approved resolutions may be issued as replacement product, account credit or a refund to the original payment method, at PICO Chemical’s discretion.
Refund processing times may vary depending on the payment method and financial institution. When a credit-card refund is issued, any associated surcharge will be handled in accordance with applicable payment-card requirements.
Original shipping charges and return freight are not refundable unless PICO Chemical determines that the return resulted from an incorrect shipment, confirmed product nonconformance or another issue attributable to PICO Chemical.
Frozen Products
PICO Chemical is not responsible for products that freeze or are damaged during cold-weather transportation unless separate protect-from-freezing arrangements have been requested and accepted.
Customers should consider weather conditions before requesting shipment. If a product arrives frozen, do not open the container or remove product until it has been gradually warmed to room temperature and completely thawed. Mixing may be required.
Requesting a Return or Reporting a Problem
Before returning any product, contact PICO Chemical for authorization:
PICO Chemical
400 E. 16th Street
Chicago Heights, IL 60411
Email: orders@picochemical.com
Phone: 708-757-4910
Include the order or invoice number, product name, quantity and reason for the request. Do not ship a product back until PICO Chemical provides written authorization and return instructions.
Last updated: November 11, 2026