If the received goods have quality issues or do not match the samples, how does ECCODY's after-sales and claims process operate?

We have established a clear after-sales issue resolution mechanism designed to respond to and address any potential problems you may encounter promptly. The specific solution will be categorized based on the nature and severity of the issue, with the principle of seeking a fair and efficient resolution while respecting the contract terms.

1. Major Quality Issues (Affecting Safety or Core Function)

If products have defects that affect safety or normal use—for example,a complete failure of the child-resistant locking mechanism, severe structural deformation that compromises product protection, or significant material deviation from the confirmed standard—this will be classified as a major quality issue. The typical resolution is: free re-production and re-shipment of qualified products, or, based on your preference and the contract agreement, negotiation for a refund or corresponding discount. Concurrently, we will initiate an internal root cause analysis to prevent recurrence.

2. Minor Defects (Not Affecting Practical Use)

For flaws that do not impact the product's core functionality or safety—such as localized printing color variation,minor scratches, or slight deviations in non-critical dimensions—we will negotiate a fair price discount compensation with you, based on the scope and extent of the defects. This compensation can be directly applied to offset the payment for the current batch or used as a credit for future orders.

In all cases, we recommend you inspect the goods promptly upon receipt and provide clear photos/videos and a specific description of the issues. Our customer service and quality teams will contact you within 24 hours of receiving your feedback to initiate the resolution process, maintaining transparent communication throughout until the matter is properly resolved.