Returns & Claims
Website & commercial policy
Returns & Claims
A fair review process for samples, made-to-order goods, transit damage and specification concerns.
Last updated: August 18, 2026
These website policies provide general information. A signed contract, accepted quotation, purchase order acknowledgement or agreed Incoterm takes priority for a specific transaction. Customers should obtain independent legal advice for their circumstances.
Made-to-order goods
Custom samples and bulk goods are produced to an approved specification and generally cannot be returned simply because the customer changes its mind, demand changes or an approved design is no longer preferred. Any cancellation or return must be agreed in writing.
Inspect promptly
Inspect delivered goods as soon as reasonably possible. Check carton condition, quantity, identity, workmanship, key measurements, colour, branding and packing against the approved order. Keep goods separated if a potential issue could affect further use or distribution.
Submit a documented claim
Notify the named contact within the claim period stated in the order terms. Include the purchase order, style and SKU, affected quantity, clear photos or video, carton and label details, measurement method, and a concise description of the difference. Provide samples for review where reasonably required.
Review against the approval
A claim is assessed against the signed or accepted specification, approved sample, artwork, agreed tolerances, inspection records and shipping terms. Normal manufacturing tolerance, approved characteristics, misuse, incorrect storage, unauthorised alteration and ordinary wear are not manufacturing defects.
Possible resolution
If a verified non-conformity is our responsibility, the parties will agree an appropriate remedy based on severity, affected quantity, feasibility and timing. This may include sorting, repair, replacement, credit or another documented commercial solution. Do not destroy or return goods without written instructions.
Transit damage or shortage
Record visible carton damage or shortage with the carrier at delivery and notify us promptly. Preserve packaging, labels and photographs. Responsibility and the insurance claim route follow the agreed Incoterm and carrier documents.
Start a claim
Email frank@fjtianchenggarments.com with “Order Claim”, the purchase order number and the affected style in the subject line.