Return & Quality Guarantee Policy
This policy covers bulk manufacturing orders. It is written for business buyers, not retail consumers, and it replaces any retail return expectations. Our objective is straightforward: if the goods do not match the approved sample, we fix it.
1. The standard we manufacture to
Every order is produced against the pre-production sample you approved in writing. That sample is the specification: materials, thickness, colour, dimensions, stitching, hardware and packing. Goods that match the approved sample are considered conforming.
2. Inspection before shipment
Each order passes three checks: incoming material inspection, in-line inspection at the stitching and assembly stage, and a final inspection before cartons are sealed. The inspection plan and acceptance level are agreed in the purchase documentation. Checks may cover dimensions, stitching integrity, hardware function, colour match and packing accuracy; records can be supplied where agreed.
You may appoint a third-party inspection agency at your own cost. We will accommodate inspections at the facility with reasonable notice and will not ship an order that fails an agreed inspection without resolving the issue first.
3. Reporting a problem
Notify us within 15 days of the goods arriving at the destination port or warehouse, including:
- The invoice or order number, style and quantity affected
- A clear description of the deviation and how it differs from the approved sample
- Photographs of the affected goods, ideally including the carton label
- Retained samples of the affected units (please hold them until the claim is closed)
Claims should be sent to [email protected] with the subject line “Quality claim, [invoice number]”. We acknowledge claims within two business days.
4. How we resolve claims
Once a claim is verified, we will, at our option and in discussion with you:
- Replace the affected units in the next production run or as a standalone shipment, at our cost including freight where the defect is ours;
- Credit the affected units against the invoice or your next order;
- Repair locally where a practical repair is possible and agreed in advance, with the cost reimbursed against documentation.
Where a defect affects a proportion of a shipment, the remedy applies to that proportion. We do not require the return of defective goods where the freight cost of return exceeds their value; in that case we ask that they be destroyed or disposed of responsibly and documented.
5. What is not covered
This guarantee does not cover normal wear and tear; damage caused by misuse, incorrect size selection or unsuitable application for the hazard; products modified or repaired by a third party; slight colour variation inherent to dyed leather and textile materials within the approved lab dip tolerance; or goods sold on to a consumer in a way that creates obligations beyond this business-to-business agreement.
6. Certification and test reports
For products supplied against a standard, we hold batch test reports from accredited laboratories. Copies are supplied with the shipment and can be reissued on request. If an independent test at an accredited laboratory shows that a delivered batch does not meet the standard we declared, we will replace or credit the affected batch and cover the reasonable cost of the test.
7. Returns of non-defective goods
Because goods are manufactured to your specification and branding, we cannot accept returns of conforming customised products. Where a standard, unbranded product is returned by prior written agreement, it must be in original unopened packaging, arrive within 30 days, and is subject to a restocking charge plus return freight. Made-to-order and personalised items are excluded.
8. Continuous improvement
Every verified claim is logged against the style, the production line and the operator group. Recurring issues trigger a review of the pattern, material source or process step before the next order is scheduled. We will tell you what we changed, a buyer should not have to discover that a problem was quietly fixed.
9. Contact
Quality and claims: [email protected] ยท WhatsApp +92 323 5019739