05 / After-sales support
Keep the conversation
going after delivery.
When a question or issue comes up, start with the order reference and clear records. A structured review helps both parties understand what happened and agree the next action.
- Order reference
- Review
- Agreed action
- Follow-up
From a clear record to an agreed next step.
SERVICE SCOPE
What we discuss
with you.
01
Record the question
Identify the order, product, batch and whether the question concerns product, packaging or delivery.
02
Review the information
Collect relevant photos, quantity details, shipment references and the agreed specification.
03
Agree a handling plan
Review responsibilities and propose the next step against the order agreement and findings.
04
Close & follow up
Record the agreed action, completion and any change needed for the next order.
TO START THE CONVERSATION
What to share
- Order number, product and batch reference
- Description of the issue and affected quantity
- Relevant photos and delivery or shipment records
- Your requested resolution and available contact details
FOR THE AGREED SCOPE
What gets confirmed
- A recorded issue summary
- Review findings and an agreed handling proposal
- Written follow-up and closure record
THE HANDOVER POINTS
Move forward
with clear decisions.
01
Share the issue
02
Review the records
03
Agree the action
04
Confirm closure
CONFIRM BEFORE WE BEGIN
The details of your agreement
Response windows, reporting periods, evidence requirements, returns, replacements and other remedies depend on the agreed order terms and case review. No blanket refund or replacement policy is stated here.
Make the issue easy to review
Describe what happened, when it was noticed and how many units are affected. Distinguish the observation from the requested action so both parties can review the same facts.
Prepare a support requestSERVICE QUESTIONS
Before you
make a decision.
What information should I provide first?
Start with the order and batch reference, a short description, the affected quantity and relevant photos. Include shipment details if the issue concerns delivery.
What are your claim and response deadlines?
The reporting period and response arrangements need to be written into the order terms. The final policy will be published after these terms are confirmed.
Will an issue lead to a refund or replacement?
The handling plan follows the agreed terms, review findings and responsibilities. Any refund, replacement or other action needs written confirmation for that case.
CONNECTED SERVICES
Keep the next step connected.
YOUR PROJECT, YOUR REQUIREMENTS
Tell us where
you need support.
Start with your product, destination market and the service you want to discuss.