At LJVOGUES, we stand behind the quality of our products and our commitment to manufacturing excellence. This policy outlines the structured process for returns, exchanges, and quality claims, ensuring transparency and fairness for our global wholesale and OEM/ODM partners.
1. B2B & Customization Notice (Crucial)
As a specialist in OEM/ODM manufacturing and bulk wholesale, LJVOGUES produces goods based on specific client confirmations (materials, sizes, absorbency, and branding).
- Custom/OEM/ODM Orders: These items are non-returnable and non-exchangeable once production begins, as they are uniquely manufactured to your specifications.
- Exceptions: We provide full support and resolutions (re-production or credit) if the final product deviates from the confirmed pre-production samples or exhibits verified manufacturing defects.
2. Quality Issue & Claim Criteria
We offer comprehensive protection against manufacturing or logistics errors. Eligible scenarios include:
- Manufacturing Defects: Broken threads, material damage, or functional failure beyond industry-standard tolerances.
- Specification Mismatch: Incorrect color, sizing, or branding that does not match the confirmed Specification Sheet or Proforma Invoice (PI).
- Quantity Discrepancies: Missing items or incorrect SKU delivery.
3. Claim Reporting Timelines (Action Required)
To ensure rapid resolution and carrier accountability, please adhere to the following windows:
- Damage & Shortage Claims: Must be reported within 5 business days of delivery.
- Functional/Quality Defects: Must be reported within 7 business days of receipt.
- Process: Email info@ljvogues.com with your Order Number, clear photos/videos of the defect, and photos of the shipping labels/outer carton.
4. Return Merchandise Authorization (RMA) Process
To maintain logistics efficiency, we follow a strict RMA workflow:
- Submission: Client submits evidence via email.
- Review: Our QA team evaluates the claim within 48 hours.
- Authorization: If approved, we issue an RMA Number and specific return/disposal instructions.
- Resolution: Based on the severity, we offer Replacement, Partial Refund, or Credit towards your next order.
Note: Do not return any goods without an RMA Number. Unauthorized returns will not be processed or refunded.
5. Return Shipping & Costs
- LJVOGUES Fault: If the return is due to a confirmed manufacturing defect or shipping error, LJVOGUES will cover the return freight or provide a subsidy/replacement at our expense.
- Customer-Initiated (Standard Items Only): For non-customized, standard inventory returns (due to change of mind), the buyer is responsible for all return shipping fees, duties, and a 15% restocking fee. Items must be in original, resalable condition.
6. Non-Returnable Items
The following are strictly excluded from returns:
- Used, washed, or altered products.
- Items with odors (perfume, smoke) or stains.
- Products marked as "Clearance" or "Final Sale."
- Hygiene-sensitive items (unless unopened in original vacuum packaging).
7. Refund & Credit Timeline
- Approval: Refunds are processed within 5-7 business days after the return is inspected or the digital claim is approved.
- Method: Refunds are typically issued via the original payment method (T/T, Credit Card, PayPal).
- Note: International bank fees and original shipping costs are non-refundable.
Frequently Asked Questions (FAQ)
Q1: Can I cancel my OEM/ODM order after payment?
Cancellations are accepted only before raw material procurement or production setup. Once custom fabrics are cut or plates are made, a cancellation fee (up to 50% of the deposit) may apply to cover incurred costs.
Q2: What if the color looks slightly different from the website?
Minor color variations may occur due to screen calibration and fabric dye lots. For bulk orders, we highly recommend confirming a physical lab dip or pre-production sample to ensure 100% satisfaction.
Q3: How do you handle "Damage in Transit"?
For DDP/DAP shipments, please document the damage immediately and notify the driver upon signing. Provide us with the photos, and we will handle the insurance claim with the carrier and arrange for your replacement.
Q4: Do you offer "Money-Back Guarantees"?
We offer a Quality Guarantee. If we fail to meet the agreed-upon specifications, we will rectify the order through re-production or refunding the defective portion.
