At Lumberpanel, we are committed to the highest standards of quality control. Because we deal with international B2B wholesale orders, our return and refund process is governed by the following industry-standard protocols.
1. Quality Claim Window
All claims regarding quality, quantity, or specifications must be initiated within 30 calendar days from the date the shipment arrives at the destination port (as per the Bill of Lading). Claims submitted after this 30-day window will not be eligible for resolution.
2. Eligible Claims
We accept claims for the following issues if they exceed the agreed-upon technical tolerances in the sales contract:
- Dimensional Discrepancies: Thickness or size outside the agreed tolerance (e.g., ±0.5mm – 1mm).
- Moisture Content: Plywood moisture levels exceeding the agreed maximum (typically 12–14%).
- Grading Issues: Visible face/back veneer defects that do not meet the agreed grade.
- Structural Defects: Core delamination or significant glue failure.
- Incorrect Specifications: Receiving a species, core type, or glue type different from the Purchase Order.
3. Claim Submission Requirements
To process a claim, the buyer must provide the following evidence via email to [info@lumberpanel.com]:
- Photos & Videos: High-resolution evidence showing the pallet labels, board counts, and clear close-ups of the defects.
- Inspection Report: For large-scale claims, a third-party inspection report (e.g., SGS or similar) may be requested.
- Moisture Meter Readings: For moisture-related claims, timestamped photos of meter readings are required.
4. Resolution Methods
Physical returns of international plywood shipments are typically not feasible due to high freight costs. Once a claim is verified and approved by our Quality Control team, we offer the following resolutions:
- Credit Note: A discount applied to your next order for the value of the defective goods.
- Price Adjustment: A partial refund or discount if the goods can still be used for a lower-grade application.
- Replacement: Defective quantities will be replaced and shipped in your next scheduled container.
- Full Refund: Only in cases of total loss or severe non-conformity where the goods are unusable.
5. Non-Returnable Items & “Change of Mind”
- Custom Orders: Goods manufactured to specific buyer dimensions or custom branding cannot be returned or refunded unless there is a manufacturing defect.
- Change of Mind: We do not accept returns or offer refunds for “change of mind” once the production process has begun or the ship has sailed.
- Secondary Damage: Damage caused by improper storage, unloading, or exposure to weather at the destination is the responsibility of the buyer.
6. Shipping & Risk (Incoterms)
The transfer of risk is determined by the Incoterms defined in your sales contract (e.g., FOB, CIF, CFR).
- For FOB shipments, Lumberpanel is responsible for the goods until they are loaded onto the vessel.
- Damage occurring during sea transit is the responsibility of the shipping line or the buyer’s insurance provider. We will assist you in providing any necessary documentation for insurance claims.
7. Contact Us
For any questions regarding your shipment or to initiate a claim, please contact our Sales Support team:
- Email: info@lumberpanel.com
- WhatsApp/Phone: +01 816 553 5016