1. Our Quality Assurance
"We reject defects, not responsibility."
At Wjpaper, we are confident in our craftsmanship. However, packaging manufacturing involves complex chemical and physical processes. This policy clearly defines the line between manufacturing defects (our liability) and inherent limitations (industry standards).
2. Custom Goods Exemption
All products manufactured by Wjpaper are custom-made (OEM) with your specific logo, size, and design. They cannot be resold. Therefore, we do not accept returns or refunds for non-defective goods due to:
- Changes in marketing strategy or brand direction.
- Errors in customer-provided design files (e.g., spelling mistakes, wrong color values).
- Customer ordering the wrong size (if the box matches the ordered dimensions).
- Minor color variations within industry tolerances (see Section 3).
3. Definition of a 'Defect'
We use quantitative standards to determine defects. Subjective feelings (like "doesn't feel premium enough") are not valid reasons for a claim.
Paper absorbs ink. Screens (RGB) emit light. 100% matching is impossible.
| Metric | Acceptable Range | Result |
|---|---|---|
| Delta E (CMYK) | < 3.0 | Pass |
| Delta E (Pantone) | < 2.5 | Pass |
| * Claim valid: If Delta E > 4.0 (visibly different to the naked eye). | ||
- Dimensional tolerance:± 1.0mm (Premium gift boxes) / ± 2.0mm (Corrugated boxes)
- Glue spots:Not visible on outer surface.
- Scratches:No visible scratches > 0.5mm on main display surface at arm's length.
Due to machine setup waste in mass production, the final delivered quantity may vary by ± 5%.
• If we under-deliver: We refund the difference.
• If we over-deliver: You keep the extra free of charge (or charged pro-rata, depending on contract).
4. Shipping Damage Liability
Who pays if boxes are crushed? It depends on the Incoterm used.
Scenario A: EXW / FOB
You (Buyer) arranged freight or insurance.
Once goods leave our factory or pass the ship's rail, liability transfers to you. Claim with your forwarder/insurer.
Scenario B: CIF / DDP
We (Seller) arranged freight and insurance.
We will file a claim with the carrier and compensate you for the damaged portion after the carrier approves the claim.
5. How to Initiate a Claim
Please follow this standard procedure within 7 days of receipt of goods.
Take Photos & Videos
Do not discard the boxes. Take clear pictures of: 1) Outer cartons (any damage?), 2) Shipping label, 3) Defect details (close-up), 4) Wide shot showing the quantity affected.
Count Defective Quantity
We need an exact number (e.g., "150 crushed out of 5000 boxes"). Vague language like "a lot" cannot be processed.
Submit Report
Send your PO number and evidence to support@wjpaper.com. Our quality engineer will review within 48 hours.
6. Resolution Options
If the claim is confirmed as a manufacturing defect:
We directly refund the value of the defective portion or issue a credit for your next order.
If the defect rate exceeds 20%, we can arrange a reprint.*Note: Reprint requires standard production time (10-15 days).