Wholesale terms
Returns and claims for wholesale orders
There is no consumer-style return window. Quality, shortage and damage claims are handled in writing against the purchase order.
Wholesale claims, not consumer returns
Wholesale orders do not use a retail-style return window. Quality, shortage and transit-damage claims are handled in writing against the purchase order, with photos or video, within defined windows after container receipt.
Claim windows and typical remedies
Remedy bands follow the claim rate: under 3% is typically offset by a 5–10% discount on the next order; 3–10% by partial refund; above 10% — or any safety issue — by refund, re-production or air-freight replacement at our cost.
| Issue | Report within | Typical remedy |
|---|---|---|
| Functional defect confirmed by evidence | 90 days of receipt | Replacement parts, credit note or replacement in next order |
| Serious appearance defect | 60 days of receipt | Negotiated compensation on affected quantity |
| Missing parts or wrong labels | 30 days of receipt | Parts shipped with next order or credited |
| Quantity shortage | 15 days of receipt | Credit or replacement on next shipment |
| Quality objection evidence | 7 days of receipt | Send photos/video; claim registered and investigated |
New-order protection
First-order inspection requirements and any third-party inspection arrangement or fee are agreed per order.
When something goes wrong
A recent case: a battery-compartment defect surfaced on about 3% of one US order. We air-freighted corrected units, paid the freight, ran 100% inspection on the remaining stock and issued an 8D corrective-action report. Claims are expensive; trust is more expensive to rebuild. The escalation path: your sales contact → operations manager → founder for unresolved cases.
Next step