AFTER THE SHIPMENT
After-Sales, Warranty and Claims Handling
Most sourcing relationships are decided after the first shipment, not before it. This page sets out how a claim is handled, what warranty terms depend on, and where responsibility sits.
THE CLAIM PATH
How a claim is handled
A claim that follows a defined path gets resolved. One that depends on goodwill usually does not.
1
Report
You report the issue with the quantity affected, photo or video evidence, and the batch or order reference. A claim that is documented from the start is far easier to resolve than one described from memory later.
2
Evidence
We confirm what was actually shipped and compare it against the approved sample and the written specification, so what was agreed is settled before what went wrong is examined.
3
Assessment
The production party reviews the cause and the scope using the relevant production records and retained samples, so the finding is based on what was made rather than on a description.
4
Root cause
We establish whether the cause sits in the material, a component, the process, handling, or use in the field. The cause determines what remedy is reasonable.
5
Agreed remedy
The remedy options are discussed and confirmed in writing before any action is taken — replacement, credit, repair or rework — so both sides know what has been agreed.
WHAT IT DEPENDS ON
What warranty terms depend on
Warranty on an appliance order is not a single promise. It is defined by the product, the production party, the market and the commercial terms of the order, and it is agreed before production rather than after a problem appears.
We do not publish a blanket warranty, because we do not manufacture the product. What we do is make sure the terms are written down, understood by the production party, and attached to a claim process that actually works.
• Which failures are covered, and for how long
• Whether the remedy is replacement, credit or repair
• How the failure rate is measured and evidenced
• Who carries freight and handling cost on a claim
• What is excluded: misuse, unauthorised modification, and normal wear
PLAN IT EARLY
Spare parts and repeat orders
Spare parts availability is decided by the platform behind the product. A component shared across a platform is far easier to supply years later than one made for a single model — which makes this an ordering decision, not a service request.
• Decide spare parts at the order stage, not when a customer complains
• Confirm which components are standard and which are model-specific
• Plan the repeat order window if the product will stay in your range
BOUNDARIES
What we do, and what we do not
Clarity here protects both sides. A sourcing partner who promises to absorb every downstream problem is usually describing a promise they cannot keep.
• We coordinate the claim, escalate it on site, and keep the written record
• We report what we find — including findings that are not in your favour
• We do not manufacture the product or underwrite the production party's liability
• We do not promise a remedy that has not been agreed in the order terms
Know the process before you need it
Tell us the product and order. We will explain how a claim on it would actually be handled.