Quality Assurance & Claims
Clear standards and documented evidence are essential when reviewing packaging issues. FONQUEN reviews reported quality, quantity and specification problems against the approved samples, written specifications and agreed order terms.
When an issue is confirmed as supplier-responsible, we work with the buyer to determine a practical solution based on the affected quantity, severity and order circumstances.
Quality Review Basis
Customized cosmetic packaging is assessed against the latest written and approved order references. Depending on the project, these may include:
- Approved physical samples
- Proforma invoice and product specifications
- Confirmed materials, capacities and component structures
- Pantone references or approved physical color samples
- Approved artwork and decoration files
- Agreed inspection standards and tolerances
The latest written approval takes priority. Screen colors, unapproved reference images and verbal descriptions are not treated as independent acceptance standards unless confirmed in writing.
Issues We Review
Manufacturing Quality Issues
Cracks, packaging-related leakage, assembly defects, pump or closure failures, and decoration defects that exceed the agreed quality standards may be reviewed as manufacturing issues.
Quantity or Item Discrepancies
Confirmed shortages, incorrect products or incorrect components will be checked against the packing list, shipment records and approved order details.
Specification Deviations
Differences in material, capacity, component configuration, approved color or decoration caused by production errors will be reviewed against the approved specifications.
How to Submit a Claim
Please report an issue as soon as reasonably possible after inspecting the delivered goods and within any claim period stated in the proforma invoice, sales contract or other order documents.
To help us review the issue, please provide:
- Order number or proforma invoice number
- Product model and affected quantity
- Estimated defect rate or quantity shortage
- Clear close-up photos of the issue
- Photos or videos showing multiple affected units
- Outer carton, carton mark and shipping-label photos
- Photos of the inner packaging and packing condition
- Unpacking records or carrier damage notes, where applicable
Please retain the affected products, cartons and inner packaging until the review is complete. Do not return, dispose of, rework or alter the affected goods unless agreed in writing.
Claim Review Process
After receiving the available evidence, we will:
- Confirm the affected product, quantity and order reference.
- Compare the reported issue with approved samples, specifications and inspection records.
- Request additional photos, videos, samples or inspection information when necessary.
- Determine whether the issue is related to manufacturing, transportation, filling compatibility, storage or handling.
- Discuss an appropriate solution when supplier responsibility is confirmed.
The time required for review depends on the nature of the issue and whether physical samples or third-party inspection information are needed.
Available Solutions
For confirmed supplier-responsible issues, the solution may include:
- Replacement components or products
- Remake of the affected quantity
- Credit against the current or a future order
- Partial refund where mutually agreed
- Another practical solution confirmed by both parties
The solution will be based on the severity of the issue, affected quantity, usability of the goods, production lead time and international shipping cost. No return, remake, credit or refund is considered final until confirmed in writing by both parties.
Transport Damage
Loss or damage during transportation is handled according to the agreed Incoterms® rule, named delivery point, shipment arrangement and cargo-insurance coverage.
Transport damage is not automatically treated as a manufacturing defect. Buyers should inspect the outer cartons on arrival, record visible damage with the carrier and retain all packaging materials.
Where available, FONQUEN can assist by providing packing photos, packing lists and relevant shipment documents for a carrier or insurance claim.
Formula and Packaging Compatibility
The buyer should test packaging samples with the final product formula under the intended filling, storage, transportation and use conditions.
Compatibility testing should consider factors such as:
- Oils, alcohols, solvents and active ingredients
- Product viscosity and pump output
- Sealing and leakage performance
- Filling temperature and filling method
- Storage temperature and transportation conditions
- Long-term contact between the formula and packaging materials
Unless otherwise agreed in writing, the buyer is responsible for validating formula compatibility, filled-product stability and regulatory suitability. Material suggestions or sample approval do not replace testing with the final formula.
Issues Not Normally Covered
A claim may not be treated as a supplier-responsible manufacturing issue when it results from:
- Variations within the agreed production tolerance
- Artwork, specifications or designs approved by the buyer
- Unapproved changes made after delivery
- Improper filling, cleaning, sterilization, assembly or handling
- Storage or use outside the agreed conditions
- Formula incompatibility that was not tested before production
- Transport loss or damage occurring after the agreed transfer of risk
- Insufficient evidence to verify the affected product, quantity or cause
Each case will be reviewed using the available order records and supporting evidence.
Order-Specific Terms Take Priority
This page provides a general framework for quality review and claim handling. It does not replace order-specific agreements.
If there is any difference between this page and the applicable quotation, proforma invoice, approved sample, product specification, artwork approval, inspection agreement, sales contract or stated Incoterms® rule, the written order-specific terms will take priority.
This policy applies to cosmetic packaging supplied by Shenzhen Fangquan Technology Trading Co., Ltd. under the FONQUEN name, unless otherwise agreed in writing.
Last updated: July 2026
Need to Report an Order Issue?
Send us your order number, affected product, quantity and supporting photos or videos. We will review the information and advise what additional details are required.