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After-sales, replacements and reorders

This page is for first-time buyers who want a working answer on specification, price and lead time before they commit a purchase order. We have written the detail down so nobody has to sit through a sales call to extract it.

The replacement policy is deliberately simple: report within seven days of delivery with photos and the batch code, and we replace or credit at the next shipment. We do not argue about a defect we can see in a photograph.

Every account gets a named contact who has actually seen the product. Being passed between three people to answer one question about a coil resistance is the fastest way to lose a buyer, so we do not organise support that way.

Paperwork, labelling and market rules

If you sell into a market that requires child-resistant packaging, say so at quotation stage. Retrofitting a CR closure onto a finished bottle design usually means a new mould and a four week delay.

Labels are where good orders go wrong. Nicotine warnings, child-resistant closures, batch coding and market-specific text all have to be correct before the pallet leaves. We prepare test reports, declaration of conformity and safety data sheets for each shipment and we ask for your destination list early so artwork matches the market.

How orders move from factory to shelf

Documentation travels with the goods: commercial invoice, packing list, and the certificate set for your market. We send a scanned copy before dispatch so your broker can clear the file in advance.

For repeat buyers we hold a shipping schedule rather than shipping on request. A fixed weekly cut-off means your reorder lands before the shelf empties instead of after.

• Consolidated or split shipping, quoted both ways
• Named account contact who has handled the product
• Specification locked in writing before production starts
• Seven-day defect reporting with replace-or-credit
• Mixed SKU cartons to spread first-order risk
• Document pack prepared per destination market

Batch consistency and why it matters

Cosmetic grading is written down, not argued about. Minor scuffs inside the tolerance band are accepted; anything that would make a customer put the unit back on the shelf is rejected. Your staff should never have to explain a finish defect to a paying customer.

We photograph the packing station during production for volume orders. It is a small thing, but it settles most arguments about what was actually in the carton before it was sealed.

Specification summary

We would rather lose an order at quotation stage than explain a mismatch after delivery, which is why the specification conversation comes before the price conversation.

Frequently asked

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