Professional cosmetics manufacturer's after-sales policy and receipt guide to protect your business interests
After-Sales Policy & Receipt Guide
Clear responsibilities, standardized processes, and ensuring efficient handling of after-sales issues
Introduction: Policy Overview
Thank you for choosing to establish a long-term cooperative relationship with us. To clarify the rights and responsibilities of both parties, ensure that after-sales issues can be efficiently and properly resolved, and protect your business interests and cooperation, please assign relevant personnel to carefully read the following policy.
This policy applies to all bulk purchase orders. Once an order is placed, it is deemed that your company has read, understood, and agreed to all contents of this policy. We are always committed to providing stable and reliable support for your business through clear rules and efficient execution.
Important Notice: As a commercial client, you are responsible for completing the standard inspection process within the agreed acceptance period, which is the only basis for initiating any subsequent after-sales claims.
Receipt & Inspection Process
To protect your rights, please strictly implement the following inspection process upon receipt of goods:
1. Immediate Inspection Upon Arrival (Before Signing)
| Inspection Item | Operation Standard | Abnormal Handling |
|---|---|---|
| Exterior Packaging & Quantity | Check the total number of cartons received, inspect the outer packaging for severe deformation, damage, signs of wetness, or evidence of tampering, and confirm that the outer box label information matches your order. |
1. Take photos immediately for evidence: Clearly take global and detailed photos of the tracking number and abnormal conditions. 2. object to the spot: Clearly note the abnormal situation on the courier documents, and negotiate with the courier for partial acceptance or direct refusal according to the actual situation. 3. Written notification within 24 hours: Immediately contact your dedicated sales representative via email or WeChat and other written methods, providing photos and a brief description. |
Important Notice: If your company or the designated recipient (such as warehouse manager) completes the signing without raising any objection, it will be deemed as your preliminary confirmation that the outer packaging, total number of cartons, and specifications are correct. If you choose unattended delivery methods such as "leave at door", it will be deemed that you automatically waive the right to on-site inspection, and our company will not bear any losses caused by outer packaging damage or shortage of total cartons thereafter.
2. Detailed Unboxing Inspection (Within 7 Working Days of Signing)
You have 7 working days (calculated from the date of signing) to complete the unboxing, counting, and sampling inspection of all goods. This 7-day window is the only valid period for you to provide feedback on internal quantity and quality issues.
Recommended Inspection Process:
- Complete Count: Compare your purchase order with the enclosed [Packing List] to count all product SKU types and total quantities.
- Sampling Check: For each SKU, especially fragile products (such as powder products), it is recommended to randomly sample at least 3%-5% from different outer boxes for unboxing inspection.
-
Key Inspection: The inspection content includes, but is not limited to:
- Internal Shortages: The actual quantity in the box does not match the packing list.
- Packaging Quality: Whether the inner box of the product is severely damaged, dirty, or opened.
- Product Appearance Damage: Whether the product itself (such as powder compacts, eyeshadows) has breakage, leakage, scratches, and other transportation or production defects.
- Wrong/Missing Items: The actual SKU, color, and specifications do not match the order.
Final Time Limit Clause: All [Internal Shortages], [Product Damage] and [Wrong/Missing Items] issues found after signing must be formally submitted to our company in writing within 7 working days of signing, with clear evidence attached. If no feedback is received within the time limit, it will be deemed that you have accepted the goods, and by default, the received goods have intact outer packaging, accurate internal quantities, and undamaged products. Our company will no longer accept any after-sales applications related to this.
After-Sales Policy & Process
Our company clearly divides after-sales issues into two categories. Please strictly distinguish the handling processes:
Routine Issues
(Found within 7 working days)
- Characteristics: Easy to find, appearance-related
- Types: Shipping damage, internal shortages/wrong items, packaging defects
- Required Evidence: Clear photos/videos, packing list vs. actual goods comparison
- Resolution: Replacement shipment or negotiated compensation
Product Quality Issues
(Within shelf life)
- Characteristics: Concealed, requires professional judgment
- Types: Physical property changes, chemical/microbial issues, packaging compatibility issues
- Required Evidence: Unopened original samples, product batch number, problem description, and photos
- Resolution: Replacement/return after laboratory testing confirmation
Special Handling Process for Product Quality Issues:
- Suspected Discovery: When batch suspected quality problems are found during storage or sales, immediately suspend sales of that batch of products.
- Communication & Sample Sending: Contact the sales representative immediately, and return 1-2 unopened original problem products as required for our quality inspection.
- Laboratory Determination: Our quality inspection department conducts analysis (approximately 5-7 working days). If necessary, both parties can jointly send samples to a third-party testing agency, with the responsible party bearing the cost.
- Responsibility Execution: If confirmed to be our responsibility, we will unconditionally replace or return the goods and bear all related costs.
Scope of After-Sales Coverage
Below is the detailed scope and standards for after-sales coverage:
| Issue Type | Definition & Acceptance Standards | Required Evidence | Resolution |
|---|---|---|---|
| Shipping Damage | Large-area, batch damage to outer packaging or product itself caused during transportation. | 1. Photos of abnormal outer packaging before signing 2. Photos/videos of internal product damage 3. Detailed list of damaged products |
Replacement shipment/negotiated discount |
| Internal Shortages/Wrong Items | The actual quantity in the box does not match the packing list, or the shipped goods SKU does not match the order details. | 1. Purchase order and packing list 2. Panoramic and detailed photos of received goods 3. Clear list of shortage/wrong items |
Replacement shipment |
| Packaging Quality Issues | Batch packaging defects originating from the product factory (such as gift box openings, batch number printing errors, etc.). | 1. Photos/videos of defects from multiple products 2. Defect quantity statistics |
Negotiated compensation (such as a subsidy) or replacement |
| Product Quality Issues | Batch, non-human quality problems occurring within the shelf life (such as:cream melting, oil-water separation, powder mold, etc.). | 1. Photos/videos of problem products 2. Purchase order number and product batch number 3. Detailed problem description |
Replacement/return |
After-Sales Application Process
To ensure processing efficiency and accuracy, all formal after-sales applications must follow the following standardized process:
Step 1: Fill out and submit the "After-Sales Issue Form"
To prevent information omission, please uniformly use the following form template and send it to your business specialist via email.
"After-Sales Issue Form"
- Client Name: _________________
- Order Number: ___________________
- Receipt Date: _________________
- Issue Type: □ Routine Issue □ Product Quality Issue
- [If it is a product quality issue, please fill in the following columns in detail]
- Product Batch Number (Required): _________________
- Detailed Problem Description: _________________
- Samples Returned: □ Yes □ No (Tracking Number: __________)
- Affected SKU & Estimated Quantity: SKU: ________, Quantity: ________
- Evidence Attached: □ Photos __ pcs □ Videos __ pcs (Please send together as attachments)
- Desired Resolution: □ Replacement shipment □ Return □ Replacement □ Negotiated compensation
Step 2: Issue Assessment & Communication
Our customer service will review within 1 working day of receiving complete information and communicate the preliminary determination result and solution with you.
Step 3: Resolution Execution
- Replacement Shipment: After confirmation, we will arrange shipment within 3-5 working days and bear the corresponding freight.
- Replacement/Return: Requires our pre-approval and provision of return address. Please return the problem products as they are. After our quality inspection confirms, we will process replacement or refund (can be offset against subsequent payments).
- Negotiated Compensation: For minor issues such as packaging quality, both parties can negotiate compensation in the form of payment discounts, subsidies, etc.
Disclaimer
The following situations are not covered by after-sales service. Please be aware:
Time Limit & Evidence Issues
- Exceeding Time Limit: Routine issues exceed the 7-day inspection period; quality issues exceed the product shelf life.
- Unable to provide valid evidence or samples.
- Affecting Resale: Products have been opened for use or packaging has been damaged.
Client Responsibility Issues
- Improper Storage: Product deterioration or damage caused by the client's storage environment (such as exposure to sun, humidity, extreme temperatures).
- Human Damage: Damage caused by human accidents during handling, shelving, or sales.
- Subjective Reasons: Subjective dissatisfaction with product color difference, fragrance, texture (recommended to request physical samples first).
Other Non-Covered Situations: Product natural depreciation or normal consumption; losses caused by force majeure (such as fire, flood, earthquake, etc.).
Frequently Asked Questions
Please complete unboxing and counting within 7 working days of signing. If quantity shortages are found, please immediately:
- Suspend further distribution or sales of that batch of products
- Take clear multi-angle photos of the problem products and their outer packaging
- Organize a problem list (including affected SKUs, quantities) and communicate with your sales representative via email or WeChat and other recordable methods
- Fill out the "After-Sales Issue Form" to formally submit the application
Routine Issues refer to problems that can be found through appearance inspection within the 7-day inspection period, such as transportation physical damage, quantity shortages or wrong shipments.
Product Quality Issues refer to batch quality defects of the product itself under normal storage and use conditions, not due to transportation or human reasons, such as cream melting/oil-water separation, powder caking, odor generation, content deterioration, etc. These problems usually take longer to appear or require professional judgment, so they have an independent handling channel.
For suspected product quality issues, the following evidence is required:
- 1. Unopened Original Samples: Return 1-2 unopened original problem products for our quality inspection
- 2. Product Batch Number: Provide accurate product batch number
- 3. Problem Description & Photos: Detailed problem description and clear photos/videos showing the problem
- 4. Batch Evidence: Provide evidence that multiple products have the same problem
For routine issues (such as internal shortages, wrong shipments, transportation damage), our company will no longer accept them after exceeding the 7-day inspection period. If no feedback is received within the time limit, it is deemed that you have accepted the goods.
However, product quality issues are not subject to the 7-day inspection period limit and can be raised within the product shelf life, but must follow the special quality issue handling process.
After-sales processing time varies depending on the issue type:
- Routine Issues: Respond within 1 working day after receiving complete information, complete replacement shipment within 3-5 working days after confirmation.
- Product Quality Issues: Sample testing analysis requires 5-7 working days, replacement/return processing after responsibility confirmation requires an additional 7-10 working days.
To avoid after-sales disputes, it is recommended to:
- Strictly implement pre-signing inspection: Check outer packaging and total carton quantity, take photos immediately and raise objections if abnormalities are found
- Grasp the 7-day inspection period: Complete detailed unboxing inspection within the specified time and provide written feedback on problems
- Keep complete evidence chain: Take clear multi-angle photos of problem products and their packaging
- Use standard communication channels: Communicate via email or WeChat and other recordable methods
- Fill out standard forms: Use the "After-Sales Issue Form" to ensure complete and accurate information