Q1: What is your formal process for resolving a dispute over product quality?
A1: We require a written claim with supporting evidence (photos, videos). We will conduct an internal review and may request a third-party inspection report. Our goal is to reach a fair resolution per the terms of our 1-year warranty and sales contract.

Q2: If we disagree on whether an issue is covered under warranty, what happens?
A2: We will first seek to understand the issue thoroughly. If a stalemate occurs, we may propose a shared-cost solution or seek mediation per the dispute resolution clause typically outlined in our Proforma Invoice.

Q3: How long does the typical claim investigation process take?
A3: We aim to provide a preliminary assessment within 5 business days of receiving complete evidence. The total resolution time, including producing and shipping replacements if approved, depends on the claim’s complexity.

Q4: Can I dispute shipping damage, or is that solely with the carrier?
A4: Visible shipping damage must be noted on the carrier’s delivery receipt at the time of delivery. Claims for concealed damage discovered after signing must be filed directly with the cargo insurer. We assist by providing packing evidence.

Q5: Does initiating a dispute affect our ability to place future orders?
A5: We treat every issue professionally and separately. A professionally handled dispute focused on finding a solution will not negatively impact our future business relationship.