How to handle after-sales issues?

At Packshion, we believe that after-sales service is not an afterthought — it is the final measure of a supplier's integrity. While our multi-stage quality control system is designed to catch every defect before goods leave our factory, we also recognize that in the real world of international trade, unforeseen issues can occasionally arise. When they do, what matters most is how they are handled. Our after-sales commitment is built on clear timelines, clear accountability, and clear remedies — so you always know exactly what to expect and who to contact.

12-Month Quality Guarantee: What It Covers

We stand behind our products with a 12-month quality guarantee on all custom packaging orders. This guarantee covers manufacturing defects in materials and workmanship under normal use and storage conditions. Specifically, the guarantee applies to:

• Manufacturing defects: Structural issues such as glue adhesion failure, delamination of laminated surfaces, die-cutting inaccuracies, or box assembly defects that affect functionality.

• Printing errors: Color deviations beyond agreed tolerances, print registration issues, missing or incomplete print elements, or any other printing defect attributable to our production process.

• Material quality issues: Use of incorrect material grades, substandard board quality, or material inconsistencies that do not align with the specifications confirmed at the order stage.

• Workmanship problems: Issues arising from folding, gluing, foil stamping, embossing, debossing, or any other finishing process that we execute.

The guarantee period begins from the date of delivery. Under normal use and storage conditions — meaning your boxes are kept in a dry, temperature-appropriate environment and used for their intended purpose — any manufacturing defects that manifest within 12 months of delivery are covered at our responsibility and cost.

What the Guarantee Does Not Cover

To be fully transparent, there are circumstances that fall outside the scope of our quality guarantee:

• Transit damage that occurred after goods left our facility under FOB terms, where the carrier or freight forwarder bears responsibility. In such cases, we strongly recommend buyers carry adequate cargo insurance and inspect shipments promptly upon arrival. We will assist you with the documentation needed to file a claim with your carrier or insurer.

• Damage resulting from improper storage or handling after delivery — for example, boxes stored in humid conditions that lead to warping, or boxes subjected to loads or uses beyond their structural design.

• Normal wear and tear from extended use or repeated handling.

• Issues arising from design files or specifications provided by the client, such as artwork with inadequate resolution, dielines with incorrect dimensions, or color expectations that differ from what was specified and approved in the sample.

How to Report an Issue: The Claims Process

If you encounter any quality issue with your packaging order, we have a straightforward process designed to resolve it quickly and fairly. Here is what you should do:

Step 1: Notify Us Promptly
Contact your dedicated account manager as soon as you identify an issue. For transit-related damage, we ask that you notify us within 7 business days of receiving the goods, as this is the standard window for filing claims with carriers and insurers. For manufacturing defects covered under our guarantee, notification should be made within the 12-month warranty period, and the sooner we are informed, the faster we can act.

Step 2: Provide Documentation
To help us accurately assess the issue, please provide clear photographic or video evidence showing the problem. This should include close-up images of the affected boxes, wider shots showing the scope of the issue across your shipment, and photos of the outer shipping carton labels and pallet condition if transit damage is suspected. Include your order number, the affected quantity, and a brief description of the issue. Documentation helps us identify the root cause — whether it originated in production, packing, or transit — and ensures the right corrective action is taken.

Step 3: Receive Our Response
Once we receive your notification and documentation, our team will respond within 24 hours to acknowledge your claim and begin the investigation. We will provide a solution proposal within 3 business days, based on our assessment of the root cause and the nature and extent of the issue. Your dedicated account manager will be your single point of contact throughout the process, keeping you informed at every stage and coordinating all internal resources on your behalf.

Our Resolution Options: Flexible Remedies Based on the Situation

Depending on the nature, severity, and scale of the issue, we offer the following resolution options, always working with you to determine the most appropriate remedy:

For confirmed manufacturing defects: We will arrange a free replacement of the affected quantity at no cost to you. Replacement production is prioritized within our production schedule, and we will cover the freight cost for shipping the replacements to you — either by sea with your next consolidated order or by air courier if urgency demands.

For minor issues where replacement is not practical: In situations where the issue affects appearance but not functionality — for example, a slight color variation within reasonable tolerance — we can offer a fair compensation or credit arrangement, negotiated directly with you based on the specific circumstances. This avoids the time and logistics cost of a full replacement while ensuring you are fairly compensated.

For issues affecting future orders: Beyond resolving the immediate problem, we conduct a root cause analysis and implement a corrective and preventive action (CAPA) to ensure the same issue does not recur in your future orders. This is part of our ISO 9001 quality management system commitment to continuous improvement.

For transit-related issues: For goods shipped under FOB terms, primary responsibility for transit claims typically lies with the carrier or insurance provider. We will provide you with all necessary documentation — packing lists, bill of lading, pre-shipment inspection photos — to support your claim, and we will coordinate with you throughout the process.

The key principle guiding every resolution is that Packshion takes full responsibility for all quality problems that originate from our production. We do not deflect, delay, or dispute genuine quality claims. Our goal is to resolve the issue to your satisfaction and preserve a long-term partnership built on trust.

Why You Can Trust Our After-Sales Commitment

Our after-sales reliability is not just a claim — it is built on the same structural advantages that define our entire operation:

• A true factory, not a middleman: When you report an issue, you are speaking directly to the factory team that produced your order — not a trading company that must relay messages to a third-party workshop. This means faster diagnosis, faster decisions, and faster resolution.

• A dedicated account manager: Every Packshion client has a single, named person responsible for their account — someone who understands the full context of your project, coordinates all internal resources, and remains accountable for outcomes. When an issue arises, you always know exactly who to contact.

• ISO 9001 certified quality management system: Our quality system includes formal processes for handling non-conformances, implementing corrective actions, and preventing recurrence — processes that are independently audited and certified.

• Over 1,000 brands served across 30+ years: Our long track record and repeat client base are the strongest evidence that our after-sales promises are kept — not just written, but delivered.

A Note on Proactive Communication

The best after-sales experience is the one you never need to use. That is why we invest heavily in preventing issues before they occur — through rigorous pre-press artwork verification, in-process quality checks, pre-shipment inspection, and our 99% quality rate. We also keep you informed throughout production so there are no surprises when your order arrives. If an issue does arise, we ask for the opportunity to make it right — our reputation depends on it, and our actions will demonstrate that your satisfaction is our priority.

For any after-sales inquiry, please contact your dedicated account manager directly, or reach us through the contact information on our website. We are here to support you — before, during, and long after your order is delivered.