After-Sales Service

1. Our Commitment

We believe that after-sales service is not a formality — it is the measure of a manufacturing partner's reliability. At Hilon Wood, we take full responsibility for the quality of our products. If something is not right, we work with you to make it right.

Our approach to after-sales support is straightforward: respond quickly, investigate thoroughly, and resolve fairly. Whether it is a quality concern, a specification discrepancy, or a shipping issue, you will deal with a real person who understands both the product and your business needs. We respond to all after-sales inquiries within 24 hours on business days.

2. How to Report an Issue

If you encounter a problem with your order, please contact us promptly with the following:

• Your order number or PO number
• A clear description of the issue
• Photos or videos showing the problem
• The approximate quantity of affected units

Reports should be submitted within 14 days of receiving your goods. Please do not use, resell, modify, or dispose of affected products before we complete our investigation, as this may complicate the assessment process.

Contact us at [email protected] or call +86 15662792793. We will acknowledge your report within 24 hours on business days.

3. Investigation Process

Once we receive your report, we begin a structured investigation:

Step 1 — Acknowledgment: We confirm receipt of your report within 24 hours and request any additional information needed to proceed.

Step 2 — Root cause analysis: We review production records, quality inspection data, and packaging logs relevant to your order. This helps us determine whether the issue originated from a production defect, a packaging problem, or shipping damage.

Step 3 — Resolution proposal: Based on our findings, we propose a fair resolution. The proposal is discussed and agreed upon with you — nothing is imposed unilaterally.

Step 4 — Implementation: Once agreed, we implement the resolution promptly. For replacements, we prioritize production and shipping. After the matter is closed, we conduct an internal review to prevent recurrence.

4. Defect Categories & Remedies

4.1 Critical Defects

Products that are unusable, structurally unsound, or pose safety risks.

Examples: Broken components, loose joints that compromise structural integrity, sharp edges from poor finishing, incorrect wood species, products that do not match approved sample dimensions.

Our response: 100% replacement or full refund for affected units. Root cause investigation and corrective action implemented immediately.

4.2 Quality Deficiencies

Products are usable but show visible quality issues.

Examples: Minor surface scratches, slight color variation, small glue residue, light finishing inconsistency, minor hardware misalignment.

Our response: Case-by-case evaluation. Typically credit on future orders, partial replacement for worst-affected units, or discount on the current order — depending on severity and quantity affected.

4.3 Shipping Damage

Damage that occurred during transit rather than in production.

Examples: Crushed cartons, water damage from container leaks, impact damage from rough handling.

Our response: We assist with carrier claims and documentation. If packaging was inadequate, we take responsibility. Replacement or credit is negotiated based on the specific situation. We also strengthen packaging for future orders to prevent recurrence.

5. What We Ask of You

To ensure a smooth resolution process, please:

• Inspect your shipment promptly upon arrival
• Take clear photos or videos of any issues before moving the products
• Report problems within 14 days of receiving goods
• Keep original packaging intact if shipping damage is suspected
• Include your order number or PO number in all communication

Please do not:

• Use, resell, or modify products before reporting issues
• Attempt repairs that may worsen the damage or affect our ability to assess the problem
• Wait weeks or months before reporting — timely reporting enables accurate investigation
• Dispose of damaged items or packaging before we complete our investigation

6. Contact Us

For after-sales support, reach out to the same team that managed your order: