Sampling, Claims & Returns

1. Scope and policy priority

This policy applies to business-to-business samples, development work, ready-stock wholesale, and custom-manufactured goods supplied by the legal seller identified in the accepted order. It must be read with the approved specification, sample, inspection standard, delivery term, Terms & Conditions, and Payment Terms.

If the accepted order states a different inspection method, claim period, tolerance, warranty, or remedy, that project-specific term controls. Nothing here reduces a right that applicable law says cannot be waived.

2. Samples and development work

A sample is a development output made to the information and stage then agreed. Sample fees pay for work performed and are not automatically refundable because the buyer changes direction, fit preference, material, colour, artwork, or specification.

If a sample materially departs from the agreed brief because of our error, tell us promptly with photographs, measurements, and the relevant brief. We will assess whether correction falls within the quoted development round or requires a revised brief, new material, or additional charge. Courier charges and destructive testing are allocated as stated in the quotation.

3. Custom and ready-stock orders

Custom, private-label, decorated, dyed, washed, cut, or otherwise buyer-specific goods are not standard retail inventory and cannot usually be resold. They are therefore not returnable for change of mind, slow resale, excess stock, forecast changes, customer cancellation, subjective preference, or an approval the buyer later regrets.

Uncustomised ready-stock goods may be returned only where the accepted order expressly permits it or where mandatory law requires it. Any voluntary return conditions, restocking charge, original condition requirement, and return window must be stated in that order.

4. Inspection and notice periods

The buyer must inspect the shipment promptly and before washing, decorating, altering, distributing, or reselling more than a reasonable inspection sample. Unless the accepted order states a different period:

• report carton damage, delivery shortage, wrong goods, and other visible delivery issues within 5 business days after delivery;
• report visible workmanship, measurement, colour, print, embroidery, labelling, packing, or quantity non-conformity within 10 business days after delivery; and
• report a latent manufacturing issue promptly after discovery and no later than 30 calendar days after delivery, unless a longer express warranty applies.

A late claim is not automatically rejected where the issue could not reasonably have been discovered earlier or mandatory law requires more time, but delay that prevents reliable investigation or increases the loss may reduce the available remedy.

5. Evidence required

Send one written claim for each issue through the project contact or inquiry form. Include:

• buyer name, invoice or order number, style or material reference, and delivery date;
• the requirement said to be unmet and the approved document or sample that contains it;
• quantity received, quantity inspected, quantity affected, sizes or lots affected, and the inspection method;
• clear overall and close-up photographs or video, measurements where relevant, carton and label images, and packaging or carrier evidence;
• any third-party inspection report and a description of how the goods were stored, handled, washed, tested, altered, or used; and
• the requested practical resolution.

Evidence should show a representative sample and not only one item where a systemic claim is made.

6. What may qualify

A claim may qualify where evidence shows that, when risk was with us, the affected goods materially failed the accepted specification, approved reference, stated quantity tolerance, agreed inspection standard, or express warranty because of our act or omission. Examples can include wrong goods, verified shortage, workmanship outside agreed tolerance, incorrect approved artwork execution, or material damage caused before risk transferred.

A small number of affected units does not automatically make the entire order non-conforming. The scope and remedy are based on the verified affected quantity, severity, safety, usability, agreed quality level, and whether the issue can reasonably be corrected.

7. What is normally excluded

The following are not normally manufacturing defects unless the accepted specification says otherwise:

• features, dimensions, artwork, colours, materials, labels, or packaging that match the buyer’s approval;
• variation within an agreed tolerance or a normal disclosed characteristic of natural leather, dye lots, washing, recycled fibres, heather yarns, hand processes, printing, embroidery, or screen colour display;
• issues caused by an inaccurate tech pack, size chart, artwork, Pantone reference, address, quantity, label text, care instruction, or other buyer-supplied information;
• damage after risk transfer caused by a carrier, customs inspection, storage, moisture, pests, misuse, incorrect washing, alteration, decoration by another party, or failure to follow care instructions;
• fitness for an unstated use, target-market rule, resale result, margin, consumer preference, or compatibility requirement that we did not expressly accept; and
• goods used, resold, destroyed, repaired, relabelled, or materially altered before we had a reasonable opportunity to inspect, except for a reasonable inspection sample or urgent mitigation.

8. Investigation and preservation

Keep the affected goods, cartons, labels, and packing separated and reasonably protected. Do not return, dispose of, repair, wash, distribute, or deduct an amount from payment without written agreement, except where urgent action is reasonably necessary to prevent injury or further loss.

We may compare the claim with production records, retained samples, approvals, inspection data, and supplier information; request additional representative evidence; inspect remotely; appoint an independent inspector; or request return of representative or affected goods. Both parties must cooperate and take reasonable steps to limit further loss.

9. Available remedies

If a claim is verified, we will agree or select a commercially reasonable remedy proportionate to the affected quantity and impact. Depending on the circumstances, this may be:

• sorting, rework, repair, replacement, or completion of a shortage;
• a reasonable price adjustment or credit accepted by the buyer;
• reimbursement of reasonable pre-approved local correction cost; or
• a refund for the verified affected goods where another remedy is not reasonable.

We will consider urgency, product safety, correction feasibility, shipping cost, lead time, and the buyer’s legitimate commercial needs. A refund, replacement, or credit for affected goods does not include indirect loss or lost resale profit, subject to non-waivable law and the liability provisions in the Terms.

10. Authorised returns and costs

Do not send goods back without a written return authorisation, return address, declared-value instruction, and shipping method. Unauthorised returns may be refused, delayed, or create unnecessary duties.

If the verified issue was our responsibility, we will bear or reimburse reasonable agreed inspection and return costs needed for the remedy. If the issue is excluded, unverified, or caused after risk transfer, the buyer bears the related inspection, return, duty, and reshipment costs. Where responsibility is shared, costs will be allocated fairly.

Returned goods must be securely packed, traceable, and accompanied by the authorisation and item list. Any refund is processed under the Payment Terms after the required inspection or other agreed evidence is complete.

11. Transit loss or damage

Photograph damaged cartons before opening where possible, note damage or shortage on the carrier receipt, retain packaging, and notify both us and the carrier promptly. Responsibility depends on when risk transferred under the accepted delivery term and on any cargo insurance.

Where the buyer bears transit risk, we will reasonably assist with available packing lists, commercial documents, photographs, or carrier information for the buyer’s claim. Assistance does not transfer the carrier’s or insurer’s liability to us.

12. Mandatory rights

This is a B2B custom-production policy and is not intended to remove a buyer’s non-waivable statutory remedy. If mandatory law grants a right that conflicts with this policy, that right controls only to the extent required. The remaining policy continues to apply.