What should I do if the received item has quality issues?

If the goods you receive do not meet the agreed specification, contact us as soon as possible so we can resolve it quickly.

What to send us:

• Order and style reference, plus the shipment or container number.
• Clear photos or video showing the issue, with a close-up of the defect and a wider shot of the affected batch.
• Quantity affected, and how many units you have unpacked so far.
• The relevant measurement or performance parameter, and how it differs from the approved sample.

How we resolve it:

• Assessment within 48 hours of receiving your evidence, comparing it against the approved sample and QC records.
• Remedy options include replacement, rework, refund or compensation for the affected quantity, depending on the nature of the issue.
• Rework warranty: non-artificial defects are covered by a 30-day free rework and replacement policy.
• Preventive action: for repeat orders we adjust the production or QC procedure so the issue does not recur.

For large orders we recommend arranging third-party inspection before shipment, which resolves most issues before the goods leave the factory.

Three habits make claims much easier to resolve. Inspect a sample carton on arrival rather than after the goods are distributed. Photograph the carton label and the defect in the same frame. And keep the original packaging until the claim is settled. With that evidence we can usually confirm the cause within 48 hours and choose the fastest remedy instead of debating what happened.