Quality Claims & Returns

These terms cover quality claims on manufactured orders. Because every order is produced to an approved specification and label, we do not accept discretionary returns — but we do stand behind conformity to the approved spec.

Inspection window

Inspect goods within 15 days of arrival at the destination warehouse. Raise any claim in writing within that window, quoting the batch number printed on the carton and unit.

What to include in a claim

1. Batch number and quantity affected
2. Photographs of the carton, unit and the defect
3. Retained samples from the affected batch where possible
4. Storage conditions and dates since arrival

We acknowledge claims within one business day and complete a batch investigation — retention sample re-testing, production record review and, where relevant, third-party lab verification — within 10 business days.

What is covered

• Deviation from the approved formula, specification or certificate of analysis
• Label or packaging that differs from the artwork you signed off
• Short shipment or wrong item against the packing list
• Transit damage on shipments where we controlled the freight

Resolution

Confirmed claims are resolved by replacement production, credit against a future order, or refund of the affected units, agreed case by case. Where the defect affects only part of a batch, resolution is prorated to the affected quantity.

What is not covered

• Sell-through performance, consumer preference or market demand
• Damage caused by storage outside the labelled conditions, or use beyond the printed shelf life
• Transit damage on EXW or FOB shipments after risk has transferred to the buyer
• Regulatory rejection caused by claims or label copy the buyer supplied and approved
• Changes requested after written artwork and specification sign-off

Pre-shipment prevention

Every project includes physical samples before bulk production and, on request, a pre-shipment inspection report with photographs. Approving samples and artwork in writing is what defines the standard a claim is measured against, so please review both carefully.

Contact

Quality claims: yuuki@benopet.com — mark the subject line "Quality claim" with your batch number.