Returns and Claims Policy

Draft: This document is a draft and must be reviewed by qualified legal counsel before publication.

Last updated: [LEGAL.CLAIMS_LAST_UPDATED]

This policy explains how business buyers can report problems with shipments supplied by Echo Autoparts (Thailand) Co.,Ltd. It applies together with our terms and conditions and your order confirmation. Where an order confirmation states different terms, the order confirmation prevails.

1. Types of claims

Claim type	Examples
Shortage	Fewer units or cartons received than shown on the packing list
Damage	Parts or packaging damaged, or batteries leaking, on arrival
Wrong part	A part number, brand or specification different from the order confirmation
Defect	A manufacturing defect found on inspection or in use, handled under applicable warranty

2. Before you unload: check on arrival

• Check that the container seal is intact and the seal number matches the bill of lading
• Photograph the container doors and seal before opening
• Note any visible container damage on the delivery documents
• Photograph the cargo immediately after opening, before unloading

If the seal is broken or missing, or the container is damaged, notify your carrier and insurer immediately and inform us.

3. Notification timeframes

• Shortage and visible damage: notify us within [CLAIMS.SHORTAGE_DAMAGE_NOTICE_PERIOD] of receiving the goods at your warehouse
• Wrong parts: notify us within [CLAIMS.WRONG_PART_NOTICE_PERIOD] of receiving the goods
• Defects: within the warranty period stated in the order confirmation or manufacturer warranty, and within [CLAIMS.DEFECT_NOTICE_PERIOD] of discovering the defect

Claims made after these timeframes may not be accepted. Transit damage claims may also be subject to shorter deadlines set by carriers and insurers; check your transport and insurance documents.

4. Evidence required

All claims

• Order number, invoice number and bill of lading or air waybill number
• Container number and seal number, where applicable
• The claim type and affected line items, with part numbers and quantities
• Date the goods were received

Shortage claims

• Photos of the cargo as found on opening
• Carton count and carton numbers received, compared with the packing list
• Photos of the affected cartons, including carton labels and whether seals or tape were intact

Damage claims

• Photos of damaged items and their packaging, showing labels
• Photos of the container interior and load condition on opening
• Delivery documents with any damage remarks
• Carrier or surveyor report, if one was made

Wrong part claims

• Photos of the part received, its label and packaging, showing the part number
• The part number expected, as shown on the order confirmation
• For fitment issues, vehicle details (make, model, model code, engine code, year and steering side) and a comparison with the original part

Defect claims

• Description of the defect and how it was found
• Photos or video of the defect
• Installation and usage details, including vehicle and mileage or operating hours
• Any inspection or workshop report

5. What is not covered

• Parts ordered with incorrect details provided by the buyer, including lines accepted as Possible Match or Cross-reference Match without confirming fitment
• Parts damaged by incorrect installation, misuse, modification, accident or normal wear
• Damage caused after delivery, including in storage or during onward distribution
• Loss or damage during transport for which risk had passed to the buyer under the agreed Incoterm, which should be claimed from the carrier or insurer
• Parts that have been installed or used, except for defect claims
• Items without original packaging and labels, except where the claim is for damage or defects

6. Returns

Do not return goods without written authorization. Where a return is authorized, we will confirm the return address, packing requirements and responsibility for costs. Batteries and other dangerous goods may only be returned in compliance with dangerous goods regulations, and in many cases will be handled locally rather than returned.

7. Investigation

On receiving a claim with the required evidence, we review:

• Pre-shipment inspection records, packing records and loading photos
• The order confirmation and validated part data
• Supplier and manufacturer information

We may ask for further information, samples or inspection by an independent surveyor. We aim to respond to claims within [CLAIMS.INITIAL_RESPONSE_PERIOD] of receiving complete evidence.

8. Resolution

Where a claim is accepted, resolution may include, as agreed:

• Replacement parts shipped with your next order or separately
• A credit note against a future order
• A refund for the affected items

Freight and handling costs for replacement are allocated according to the cause of the claim and the terms of the order.

9. How to submit a claim

Email [email protected] with the subject "Claim" followed by your order number, and attach the evidence listed above. You can also contact us.

Related: quality control, export process.