Product Claims and Replacement Policy

Eligibility for Replacement

To verify a claim, Mondoro Company Limited requires the following information:

• Photos of all products in question along with details clearly stating the reason for the claim. Photos must include at least 50% of the products in question to properly verify the damage. Customers may send photographs via e-mail or any other means.
• Copies or photos of all Mondoro production codes as placed on the product. This is so that we can see if the production was a production run problem and also see the date of the production.
• Any additional relevant information to verify this claim, such as code number, shipment date, invoice, etc.
• For large claims where over 15% of the goods need replacement, Mondoro requires to see actual samples of the product to verify the problem. The product manager will verify the number of pieces they will need to see to process the claim. As Mondoro sells on FOB terms, Mondoro will not pay for the shipping, courier charges, or other charges for the returned products. These defective product samples will need to be shipped back to Mondoro's Asia offices for processing.
• Only claims that are over 5% of the total quantity produced will be considered. Customers should include in their price a small rejection rate in case unforeseen problems occur. Mondoro will not be responsible for any claims including freight and other miscellaneous costs.
• Customer or shipping agent's improper handling or improper storage of goods, goods arriving wet due to a faulty container, or other various shipment problems are not the responsibility of Mondoro Company Limited.    
• We encourage our customers to purchase goods in reship able packing and to have goods pass an ISTA test for the level of handling that is required.  Goods which are packed as bulk, non reship able, semi-reship able or reship able that did not have an ISTA test or similar test required on it, Mondoro will not be responsible for any damage due to packing issues.

Claims Timeline and Guarantee Policy

Mondoro requires that you inspect the goods immediately and file a claim within sixty (60) days from the shipment date, or approximately one month from the receipt of goods. It is the customer's responsibility to understand the policy and inspect the goods promptly. In the event that any portion of the product is defective, it is the customer's responsibility to contact Mondoro, document the problem, and initiate the claims process. Claims must be resolved within sixty (60) days of the date when the customer initiates the claims process. Mondoro's guarantee period cannot extend past sixty (60) days from the date of shipment, nor can claims with Mondoro continue to be disputed for more than sixty (60) days. Claims made after the guarantee period will not be considered for replacement or credit. Mondoro has one month to verify all claims.

Conditions of Replacement

As Mondoro sales are on FOB terms, replacement goods are also shipped FOB; Mondoro will not be responsible for any air freight, shipping, duties, taxes, transportation, consolidation, import clearance, or miscellaneous charges due to replacement of goods.

When a replacement has been confirmed, Mondoro will then issue a Replacement Note. This Replacement Note is ONLY good for replacement with future container orders from Mondoro.

Mondoro reserves the right to decide when replacements will be produced. A Replacement Note only guarantees that goods will be replaced, but does not guarantee a specific date or time for replacement. The date and time will largely depend on when a future order is placed for the same item. Special production runs will not be made for a replacement.