Returns & Defects Policy

1B2B and Made-to-Order Products

Samway Global primarily provides B2B sourcing and procurement services.

Many products are sourced, manufactured, customised or ordered specifically according to the customer’s requirements.

Accordingly, returns are not automatically available simply because a customer changes its mind or no longer requires the products.

2Inspection Upon Delivery

Customers should inspect goods as soon as reasonably possible after delivery.

Any visible damage, shortage, incorrect quantity or apparent defect should be reported promptly.

3Defect Claims

A defect claim should include sufficient evidence to allow Samway Global to investigate the matter.

Where applicable, customers should provide:

• photographs
• videos
• product samples
• quantity affected
• batch information
• packaging information
• shipping documents
• inspection reports
• a description of the alleged defect

4Time for Reporting Defects

Apparent defects should be reported promptly following delivery.

Where a separate commercial agreement specifies a particular claim period, that period shall apply.

Claims relating to genuine latent defects that could not reasonably have been discovered during ordinary inspection should be reported promptly after discovery and within any applicable contractual claim period.

5Investigation

Samway Global may investigate the claim and, where appropriate, refer the matter to:

• the manufacturer
• supplier
• independent inspection company
• logistics provider
• other relevant third party

The customer may be required to provide additional information or evidence.

6Manufacturer Claims

Where the issue arises from manufacturing, Samway Global may assist the customer in presenting the claim to the manufacturer.

Where a manufacturer warranty applies, the manufacturer’s warranty terms and procedures will apply.

7Possible Remedies

Where a defect or other claim is established, the remedy may include, depending on the circumstances:

• replacement
• repair
• rework
• credit
• refund
• price adjustment
• another mutually agreed commercial remedy

The remedy may depend on the nature and extent of the defect, the manufacturer’s position and the applicable commercial agreement.

8Return Authorisation

Customers must not return products without prior written authorisation from Samway Global.

Where a return is authorised, Samway Global will provide appropriate return instructions.

Unauthorised returns may be refused or returned to the customer at the customer’s cost, to the extent permitted by law.

9Return Costs

Responsibility for return transportation, inspection and related costs will depend on the circumstances of the claim and the applicable commercial agreement.

Where the customer returns goods without prior authorisation, the customer may be responsible for the resulting costs.

10Non-Defective Returns

Unless expressly agreed otherwise, Samway Global does not accept returns of products that were correctly supplied according to the agreed specification merely because the customer has changed its mind, ordered incorrectly or no longer requires the products.

This is particularly relevant to:

• customised products
• branded products
• made-to-order products
• specially sourced products
• bulk commercial orders

11Inspection and Acceptance

Where an agreed pre-shipment inspection has been completed and passed, customers may have limited ability to raise claims concerning defects that were reasonably identifiable during the inspection.

This does not prevent legitimate claims concerning latent defects or other rights that cannot lawfully be excluded.

12Product Misuse

Samway Global is not responsible for defects or damage caused by:

• misuse
• improper installation
• improper storage
• improper handling
• unauthorised modification
• failure to follow instructions
• normal wear and tear,

to the extent permitted by applicable law.

13Product Suitability

Customers are responsible for ensuring that products are suitable for their intended use and destination market unless Samway Global has expressly undertaken a specific suitability or compliance obligation in writing.

14No Consumer Return Policy

These services are primarily intended for business customers and commercial transactions.

Where a customer is purchasing in the course of business, consumer cancellation or cooling-off rights may not apply.

Where mandatory consumer rights apply to a particular transaction, nothing in this policy is intended to exclude those rights.

15Legal Rights Preserved

Nothing in this Returns & Defects Policy excludes, restricts or limits any liability, statutory right or remedy that cannot lawfully be excluded, restricted or limited.

16Contact