1. Custom Orders

1.1 Quality Issues

  • Coverage:
    3-month warranty strictly for manufacturing defects caused by our production (e.g., unstitched seams, broken hardware within normal use, incorrect logo printing as per approved samples).
  • Exclusions:
    No warranty for damage due to improper use (e.g., scratches from sharp objects), normal wear and tear (e.g., faded leather over time), or deviations caused by customer-provided design errors.
  • Claim Process:
    Notify us via email within 30 days of receiving the goods. Include your order number, photos/videos of defects, and a detailed description. We will respond within 5 working days.
  • Resolution (for manufacturing defects only):
    • Minor defects: For replaceable parts (e.g., zipper pulls), we offer either free replacement parts or a partial refund (5%-15% of the item’s value, depending on severity).
    • Major defects: For items rendered unusable, we will issue a full refund, credited towards your next order.

1.2 Non-Quality Returns/Exchanges

  • No returns, exchanges, or refunds for changes in customer requirements (e.g., design, material, size, quantity) after production has started—even if the product matches approved samples.
  • Order cancellations before production are subject to a 20%-50% cancellation fee (to cover material/mold costs).

1.3 Delivery Delays

  • If we delay delivery beyond the agreed timeline due to production inefficiency, compensation is 0.5% of the order value per day (capped at 5%).
  • No compensation for delays due to:
    • Force majeure (e.g., natural disasters, pandemics, port closures)
    • Customer-related delays (e.g., late sample approval, late payments)
    • Customs clearance issues in the destination country

2. Ready-to-Ship Orders

2.1 Quality Issues

  • Coverage:
    6-month warranty for manufacturing defects (e.g., loose threads, defective zippers, incorrect stitching).
  • Exclusions:
    No coverage for shipping damage (must claim with courier), customer misuse, or natural material aging.
  • Claim Process:
    Notify us within 15 days of receipt, including order details and defect evidence. We will verify within 3 working days.
  • Resolution:
    • Replacement: We cover shipping of replacements; customer covers return of defective items.
    • Partial Refund: If replacement is not feasible (e.g., item out-of-stock), we offer a 10%-30% refund of the item’s value.

2.2 Order Changes/Cancellations

  • Free cancellations or changes within 24 hours of placing the order.
  • No cancellations after 24 hours. Shipped items are non-returnable unless proven defective.

2.3 Incorrect/Incomplete Delivery

  • If received items are incorrect (e.g., wrong style, size, color) or incomplete, notify us within 7 days.
  • We will offer a full replacement or refund and cover all return/re-shipping costs.
  • Verification requires photos of the package, shipping label, and items received.

Note

  • All claims are subject to our inspection.
  • Claims may be rejected if lacking valid evidence or submitted after the claim period.
  • For bulk orders (over 500 units), we apply a 5% sample inspection rate to verify defect ratios.