1. Custom and project orders
Customized, made-to-order or project-specific products are not returnable for change of mind once production has been confirmed, except where the goods are verified to be defective, incorrect or short against the confirmed order.
2. Claim period
Claims for visible damage, incorrect goods, quantity shortages or other apparent discrepancies should be submitted within 7 calendar days of receipt. Where reasonably possible, visible issues should be reported before installation, cutting or further processing.
3. Information required for a claim
Please provide the quotation or order reference, affected style code, quantity involved, clear photos or video, packaging and label photos where relevant, and a short description of the issue. For shipping damage, retain the packaging until the claim has been reviewed.
4. Review and remedy
After verification, an accepted quality or order-fulfilment claim will normally be resolved by replacement or remake, depending on the nature of the issue and project circumstances. The proposed remedy will be confirmed in writing.
5. What is not treated as a defect
Normal or intentional color, texture and pattern variation that is consistent with the approved sample or agreed finish is not treated as a manufacturing defect. Damage caused by unloading, storage, unsuitable substrate conditions, installation, cutting, misuse or use outside the agreed application is also outside the scope of a product-quality claim.
6. Return authorization
Do not return goods without written authorization. Any approved return, replacement or remake arrangement must be confirmed before goods are shipped back or disposed of.
7. Commercial documents prevail
If a quotation, pro forma invoice, order confirmation or project agreement contains specific terms that differ from this general policy, the terms in the applicable commercial document take priority for that order.