ORDER TERMS · QUALITY REVIEW
Quality Claims & Returns
This public policy explains the review path for reported order issues. The written terms agreed for an order continue to govern that order, together with applicable law.
Inspection and reporting
Please inspect the goods promptly after delivery. Report visible damage, shortages, incorrect items and other issues reasonably identifiable during the initial inspection to [email protected] within 10 calendar days of actual receipt at the destination agreed in your order.
For defects that could not reasonably be identified during the initial inspection, notify us promptly after discovery. These claims are reviewed under the agreed order terms and applicable law.
Information to provide
Please include your order or pro forma invoice number, product SKU, affected quantity, date of receipt, available batch or carton-label details, and clear photographs or videos showing the issue.
Contact us promptly even if some supporting information is still being collected. A complete unboxing video is not a condition for submitting a claim.
Review and resolution
We review reported issues against the confirmed specifications, relevant order records and approved samples applicable to the order.
Verified quality issues attributable to us will be resolved by replacement or credit, as agreed in writing with the buyer, taking account of the affected quantity and circumstances.
The written resolution will identify the agreed replacement arrangements or credit amount and the order to which the credit applies.
Remedial freight and returns
For issues attributable to us, we cover reasonable remedial freight costs. The transport method, costs and whether any return is required must be agreed in writing in advance.
Please contact us before returning goods and obtain written return instructions. Not every verified claim requires goods to be returned.
Third-party inspection
Buyer-appointed third-party pre-shipment inspection is welcome. Inspection scope, scheduling and costs are confirmed in advance.
Other requests and applicable rights
Change-of-mind returns and order cancellations are governed by the agreed order terms. This policy does not exclude rights that cannot lawfully be excluded.