A written process is better than vague promises.
This page is a working draft for management review. It must not be uploaded to the live site until the company confirms deadlines, evidence requirements, exclusions, and remedies.
Recommended policy structure
1. Inspection on arrival
State how quickly the buyer must inspect the shipment and report visible damage, shortages, or non-conformity.
2. Required evidence
Specify photographs, packaging condition, carton or item codes, quantity affected, and shipping documents required for review.
3. Manufacturing non-conformity
Define what counts as deviation from the approved sample, drawing, finish, material, dimension tolerance, or signed specification.
4. Natural material variation
Explain acceptable variation in grain, colour, texture, movement, and handmade characteristics of solid wood.
5. Transit damage
Clarify the responsibilities of the seller, carrier, freight forwarder, insurer, and buyer under the agreed Incoterm.
6. Resolution options
List the remedies Furniwell is willing to consider, such as repair support, replacement parts, replacement units, credit, or another written settlement.
7. Governing quotation
State that the signed quotation, proforma invoice, specification, and agreed Incoterm control the transaction.