After-Sales Service
A supplier is measured at delivery, not at quotation. Our after-sales commitment is written into the purchase contract: a named contact, a response pledge, a defined claim procedure, and a warranty that does not end when the bill of lading is issued.
Service Pledges
These are measurable, and they are the terms our account managers are held to.
Any question, defect report or document request is answered within one working day. Urgent shipment issues are escalated the same day.
Covered against manufacturing defects in thermal performance, vacuum retention, coating adhesion and structural integrity.
Confirmed defects are replaced free of charge in your next shipment, or credited against the invoice — your choice.
One person owns your account end to end — not a shared inbox. They know your specification, your packaging and your history.
Warranty Coverage
We would rather state the boundary clearly now than argue about it after a claim. This is the standard warranty in our purchase contract.
Present in the goods as produced and shipped by FUCHARM.
Causes attributable to handling after goods leave our control.
On transit damage: this sits with the carrier, but we do not leave you to fight it alone. We supply the loading photographs, packing list, carton markings and container seal number you need for a claim, and we will liaise with the forwarder directly when you ask us to.
Claim Procedure
A defined six-step path, so a claim never becomes an open-ended email thread. Each step has an owner and a deadline.
Send the defect report to your named contact within 7 days of arrival. Include the PO number, model, quantity affected and carton-level photographs.
Day 0We confirm receipt in writing with a case reference number and assign a responsible owner. No claim is left unacknowledged.
Within 24 hoursOur quality team reviews the case against the retained golden sample, in-process inspection records and the pre-shipment laboratory data for your batch.
3–5 working daysWe issue a written root-cause finding and a proposed remedy — replacement, credit or a corrective action plan for the next production run.
Within 7 working daysOn your approval the remedy is executed: replacements enter the next shipment schedule, or the credit is raised against your account.
Agreed windowThe finding feeds back into our quality system — process change, tighter in-process checkpoint, or supplier action on incoming material.
ContinuousRemedies
The remedy is agreed with you before it is executed, and it is confirmed in writing with a case reference.
| Situation | Standard Remedy | Timing |
|---|---|---|
| Confirmed defect, small quantity | Free replacement units included in your next shipment, or full credit note issued | Next shipment or within 15 working days for the credit |
| Confirmed defect, significant batch | Free replacement production scheduled as a priority run, plus a written corrective action report | Scheduled into the next available line slot |
| Specification mismatch | Full replacement to the approved sample standard at our cost, including the freight leg we control | Priority production; air freight used if your launch is at risk |
| Shortage against packing list | Shortage quantity shipped free of charge, or credited at the invoiced unit price | Added to the next shipment wherever possible |
| Transit damage | Evidence pack supplied for your carrier claim; replacement units quoted at cost if you need to restock urgently | Evidence pack within 48 hours of request |
Beyond Replacement
Replacing a faulty unit fixes one order. Understanding why it happened fixes the next ten. Every confirmed claim is treated as an input to the quality system rather than a cost to be absorbed quietly.
After-Sales FAQ
From the date of arrival at your destination port or warehouse, not from the production or departure date. We use the arrival date because it is the point from which you can actually inspect the goods, and it is documented by the carrier.
Not usually. For clear cases with good photographic evidence, we issue the remedy without requiring return — the return freight would exceed the value of the units in most instances. For disputed or high-value cases we may ask for sample units from the affected cartons so our laboratory can test them.
The purchase order number, model code, affected quantity, the carton or batch number if printed, and clear photographs showing the defect and the carton marking. Where a defect is functional rather than visible — such as a vacuum loss — a short video demonstrating the issue is most useful.
Yes, within the warranty period and where the defect is a manufacturing one rather than consumer misuse. We handle it as a normal claim once your report reaches us. This is a common need for brand owners selling through retail channels, and we structure the timing so your customer service team is not left holding it.
We put our reasoning in writing against the technical evidence, and you are free to have the units tested independently. If a third-party laboratory confirms a manufacturing defect, we honour the claim and cover the remedy. Disputed cases are escalated to our Sales Director rather than left unresolved.
Yes. Out-of-warranty support continues — spare parts including lids, seals and gaskets are available at cost, and technical consultation on product updates or new specifications stays open for the life of the relationship. Long-term accounts also receive periodic quality reviews.
Send it to us with your PO number and photographs. You'll have written acknowledgement within one working day.