Buyer Protection

No consignment leaves China unchecked. Every order goes through visual inspection at our consolidation warehouse in Guangzhou before it is loaded.

What we check: the article number of every position, contents, colour, quantity per carton, and the condition of the outer packaging.

What that means for you: if the factory shipped the wrong model, shorted the count, or sent crushed cartons, the consignment is turned back on the spot — in China. You don’t pay international freight for someone else’s mistake, and you don’t discover it two months later.

This stage kills the most common and most expensive failure in wholesale importing: wrong-item shipments. A wrong item that reaches your warehouse costs you freight twice. A wrong item caught at our Guangzhou warehouse costs you nothing.

Consolidated freight goes through several loading cycles. B2B practice worldwide allows up to 3% cosmetic deformation of outer packaging — a dented carton corner with intact goods inside is not treated as a defect anywhere in the trade.

Damage to the goods themselves is. Cracked plastic, crushed units, broken items — that sits with the carrier.

Insurance is your choice, not our default

We quote rates both with cargo insurance included and without it. You choose, per shipment.

The premium depends on the product category and typically runs 1% to 3% of the invoice value. For low-cost, non-fragile goods many buyers skip it, and that is a reasonable call. For electronics, moving mechanisms and anything fragile we strongly recommend insuring: saving one percent is not worth a lost carton.

What happens if an insured shipment is damaged

We take the entire process. We draft the claim against the freight company, file it, and follow it through to the actual payout. You spend no time arguing with logistics operators — we do this regularly and know how it works from the inside.

Your part is to record the damage on receipt, following the procedure below. From there it’s ours.

We deliberately do not open factory blisters or test electronics at the warehouse. That is not negligence — it is a decision in your favour. Goods must reach you shelf-ready. An opened blister does not sell at retail.

The cost of that decision is that some factory defects physically cannot be caught before shipping. So at this stage we act not as an inspector but as your representative in front of the factory.

Our leverage: we bring the factory steady order volume from dozens of buyers. A single retail buyer has none. A claim from us carries weight that the same claim, filed by you directly, would not.

The outcome: we get the defect acknowledged and secure either replacement units or financial compensation for you.

If a factory refuses to acknowledge a defect, we stop working with that factory and pay your compensation from our own reserve fund. Our dispute with a supplier is our problem, not yours.

To press a factory or a carrier, we need evidence they cannot argue with. Three steps.

Step 1 — Unbroken unboxing video

Film the sealed carton from every side, so the intact shipping tape is visible, and without stopping the recording, open it through to the point where the defect is visible. One continuous file. No cuts, no pauses.

Ninety seconds of footage is the difference between “we’ll try to negotiate” and “the factory pays.” Photographs of already-unpacked goods are not accepted by the Chinese side — they cannot prove the damage predates the unboxing.

Make this a habit on every inbound shipment, not only ours. It is the working standard for China trade, and one day it pays for an entire carton.

Step 2 — Filing deadlines

For transit damage the strongest position is to record it at the freight company’s depot on collection and have the damage report signed there. A carrier-signed report closes the question almost every time.

Step 3 — Resolution times and how you are compensated

The difference isn’t our speed — it’s the nature of the process. A factory needs one owner’s decision; an insurer needs a documented investigation. We report status at every step, not only at the end.

Account credit. The amount is credited to your balance and deducted automatically from your next order.

Replacement in the next shipment. We add the replacement units, or the missing pieces from the factory, to your next consignment free of charge.

Both are faster and cheaper than a bank refund: an international transfer takes days and loses money to fees on both ends. We use the route where the full amount reaches you.

We cannot eliminate human error — not on the production line, not during transhipment. Nobody can, and anyone promising otherwise is selling you a sentence, not a guarantee.

What we can do is make sure you are never left alone with the problem, and never left arguing with a Chinese factory in a language you don’t speak. At each of the three stages there is someone accountable and a deadline by which the matter is closed.