Product Claims and Replacement Policy
Eligibility for Replacement
To verify a claim, Mondoro Company Limited requires
the following information:
| 1) |
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. Customer’s may send photographs via email or any other means.
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| 2) |
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.
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| 3) |
Any additional relevant information to verify this claim, such as code number, shipment date, invoice, etc.
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| 4) |
For large claims where over 15% of the goods need replacement, Mondoro require 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.
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| 5) |
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 promplty. 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. Monoro'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.
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| 6) |
Customer
or shipping agent’s improper handling or improper storage of goods, good
arriving wet due to a faulty container or other various shipment problems is
not the responsibility of Mondoro Company Limited. Mondoro has one month to verify all claims.
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| 7) |
Only claims which are over 5% of the total quantity produced will be considered. Customers
should include in their prices a small rejection rate in case unforeseen
problems happen. Mondoro will not be
responsible for any claims including freight and other miscellaneous
costs.
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Conditions of Replacement
| 1) |
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.
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| 2) |
When a replacement has been confirmed, Mondoro
will then issue a Replacement Note. This
Replacement Note is ONLY for replacement with future container orders from Mondoro.
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| 3) |
Mondoro reserves the right to decide when
replacements will be produced. An 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.
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| 4) |
Mondoro’s policy is to give replacements
only. Mondoro will not give credit or
substitute different products in lieu of replacement.
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