This policy establishes fair, transparent remedy mechanisms for defective products, materially non-conforming goods, or incorrectly supplied export orders. Given the cross-border nature of our trade, remedies are generally provided through credit adjustment or replacement in a subsequent shipment rather than physical return, unless otherwise agreed in writing.
Buyers must notify Reliablizexport of any non-conformity, quality defect, or quantity shortage within seven calendar days of container arrival at the destination port. Notifications must be submitted in writing and include the order and shipment reference, container and batch details, a clear description of the issue, and high-resolution photographic evidence. Buyers should preserve affected goods and packaging pending our investigation.
Upon receipt of a properly documented claim, we conduct a thorough review, which may involve reviewing production and inspection records and consulting our manufacturing partners. Based on this evaluation, we offer resolution including replacement of conforming goods in the next shipment for proven defects, credit adjustment against future orders for minor discrepancies, or partial or full refund for genuinely unusable consignments.
Given the cost and complexity of international return freight, physical returns are arranged only in exceptional cases and require prior written authorization. Where a physical return is authorized, cost responsibility is determined based on the root cause of the issue — borne by us where the fault lies with quality control or manufacturing, and by the buyer where issues result from post-delivery handling or storage.
Approved refunds are processed within 14 to 21 business days of claim approval, accounting for international banking timelines. Refunds are issued through the original payment channel where possible, or through a credit note applicable against future purchases, along with detailed reconciliation documentation.
We implement rigorous pre-shipment inspection and offer sample verification programs to proactively reduce claims. We maintain systematic documentation of all claims to identify recurring issues and improve our manufacturing partnerships. Patterns of repeated or unsubstantiated claims may affect commercial terms and credit facilities extended to a buyer.