Factory Defect Claims Policy: Refund, Replacement & Credit SOP
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FAQ
Claim Settlement SOP Once a quality issue is confirmed as a factory defect, how are refunds, replacement shipments, or credit balance offsets executed?
Following formal technical verification via our engineering 8D root-cause report, we provide three flexible settlement options designed to eliminate line disruption and protect buyer working capital. Resolution execution begins within 24 to 48 hours of verification:
| Settlement Option | Execution Framework & Financial Terms | SLA / Lead Time |
|---|---|---|
|
1. Priority Replacement (Recommended) |
Immediate priority slot allocation on production rewinding and slitting lines. Replacement goods are dispatched via door-to-door express air freight (DHL/FedEx) or express air cargo at 100% factory expense. | Production: 2–4 Days Air Transit: 3–5 Days |
|
2. Credit Memo Offset (Account Credit) |
A formal Commercial Credit Memo is generated covering the exact value of verified defective rolls. Applied automatically against open balances or future Purchase Order (PO) proforma invoices. | Credit Issued Within 24 Hours |
|
3. Direct Refund (Wire Return) |
Direct financial remittance to the buyer's original corporate bank account or payment channel. Zero deduction for restocking, handling, or processing fees. | Bank Transfer Executed in 3 Business Days |
Have an active claim or need to submit IQC defect logs to our Quality Director? Direct Technical Escalate on WhatsApp
Documentation & Verification What inspection evidence is required from our IQC team to approve a claim without returning physical goods?
To eliminate unnecessary international freight costs and delays, physical returns are generally not required for low-to-medium lot sizes. Our QA team approves claims directly based on digital verification data:
- Batch Tracking: Photo of the roll core label showing lot code and slitting date stamp.
- Defect Media: Clear photos or video showing the application failure (e.g., edge telescoping, adhesive transfer, backing tear during unwinding).
- Test Data: Basic IQC measured parameters (e.g., peel adhesion in N/25mm, total thickness in microns, or breakdown voltage).
Once cross-referenced with our Retain Master Sample library from the exact coating run, claim approval is granted immediately.
Request our Claim Inspection Checklist or contact our Quality Manager: Contact Quality Desk on WhatsApp