Warranty & After-Sales
B2B-grade defect coverage. Three tiers — sample period, production warranty, and long-term partner support.
Sample period
Within 14 days of sample receipt. Any manufacturing defect = replacement at our cost, including return shipping.
- Free replacement sample
- Return shipping covered (DHL/FedEx)
- Defect photo proof required
Production warranty
First 90 days from container receipt at your destination. Any manufacturing defect across the batch = credit toward next order at cost basis.
- Pro-rated credit on next order
- Bulk defect > 2% = full replacement run
- Smart unit firmware bugs fixed via free OTA
Long-term partner
Active partners (3+ orders, current account): priority response, free re-inspection of historical SKUs, mold maintenance at our cost.
- 48-hour incident response SLA
- Mold storage + maintenance: free
- Year-1 firmware updates: free
Claim process
Document
Photos + video of defective unit, batch / container reference, defect description. Email to quality@xiaohanzn.com.
Acknowledge
Sales rep + QA manager respond within 48 hours. We open an internal incident ticket and pull production records.
Investigate
Within 5 business days: root cause + remediation plan. We may request the defective unit shipped back at our cost for forensic analysis.
Resolve
Credit issued / replacement shipped / corrective action on next batch. Documented in our quality log for permanent reference.
What’s NOT covered
Like any B2B agreement, certain things sit outside our warranty:
- End-user misuse, damage from improper assembly, or use outside spec (e.g. outdoor use of indoor-rated products)
- Cosmetic defects on units beyond 90 days from delivery (sample period claims are stricter — must be reported within 14 days)
- Changes made by you or third parties after delivery (e.g. re-labeling, repackaging, kit-bashing with other vendor parts)
- Force majeure: shipping damage in transit (covered by carrier insurance), natural disasters, etc.
- Defects caused by buyer-mandated material changes (if you required a specific supplier we don’t typically use)
Escalation path
If your rep + QA manager can’t resolve within 10 business days:
- Email complaints@xiaohanzn.com — routes to Operations Director
- WhatsApp our COO directly (provided to all active partners)
- Mediation through Alibaba Trade Assurance (if order was placed via that channel)
Ready to source from Xiaohan?
Tell us your product, target market, and quantity. We respond within one business day.
- Quote response in 24 hours
- Sample shipped in 7 days
- Production in 30-35 days
- 100% inspection before shipment