Policy

Plywood Return & Quality Claim Policy

HCPLY maintains a transparent, B2B-focused quality claim policy for all international plywood buyers. Container-level claims are resolved within 30 days — fairly, efficiently, and without dispute.

Submit a Claim via WhatsApp [email protected]

30 Days

Claim Window

from container arrival date

3–5 Days

Review Time

after evidence submitted

Global

Coverage

all international B2B buyers

Claim Process

How to File a Plywood Return or Quality Claim

Our 5-step claim process is designed for container-level B2B transactions. No complicated forms — just clear evidence and prompt resolution.

Contact Our Claims Team

Reach out via WhatsApp or email within 30 days of container arrival. Provide your PO number and a brief description of the issue.

Submit Photo & Video Evidence

Send clear photos/videos showing: pallet numbers, board count, defect close-ups, and moisture meter readings if relevant.

HCPLY Review & Confirmation

Our QC team reviews evidence within 3–5 business days and confirms whether the claim is approved under our quality standards.

Agree on Resolution Method

We agree on the resolution: credit note, price adjustment, or replacement in next shipment — whichever suits both parties best.

Resolution Executed

Credit applied to next invoice, or replacement boards shipped in the following container. Confirmation sent via email.

Required Documents for Claim

Please prepare the following before submitting your claim. Incomplete submissions may delay processing.

Purchase Order and Sales Contract copy
Commercial Invoice and Packing List
Bill of Lading
Photos/videos of defective goods (timestamped)
Container arrival date confirmation
Third-party inspection report (if applicable)
Moisture meter readings (for moisture claims)

Eligible Claims

Claims are accepted for the following quality issues confirmed in the purchase contract:

— Dimensions outside agreed tolerance (±1mm thickness)
— Moisture content above agreed level (typically max 14%)
— Face veneer defects exceeding agreed grade
— Delamination or glue failure under normal conditions
— Species or specification mismatch vs. purchase order

Important: 30-Day Window

All claims must be initiated within 30 calendar days of container arrival at the destination port. Claims submitted after this period cannot be processed. We recommend inspecting containers upon delivery and documenting any concerns immediately.

File Your Claim Now

Contact our export team directly. We respond to all quality claim enquiries within 24 hours on business days.

WhatsApp Ms. Lucy [email protected] Contact Form

FAQ

Plywood Return Policy — Common Questions

Answers to the most common questions from international buyers about HCPLY's quality claim and return process.

Still have questions?

Our export team responds within 24 hours. Contact us via WhatsApp or email for immediate assistance.

Talk to Our Export Team

What qualifies as a valid quality claim for B2B plywood orders?

Valid claims include: product dimensions outside agreed tolerance (±1 mm thickness, ±2 mm length/width), moisture content above 14%, face veneer defects exceeding pre-agreed grade standards, delamination or glue failure under normal storage conditions, and species or specification mismatch vs. purchase order.

How long do I have to file a claim after container arrival?

Claims must be submitted within 30 calendar days of the container arrival date at the destination port. Photo/video evidence must be provided within this window. Claims submitted after 30 days cannot be processed.

Who pays return shipping for defective plywood?

Under FOB terms, if HCPLY confirms the defect is a manufacturing issue, HCPLY covers replacement costs. Physical return shipping for container-sized orders is rarely practical — we typically resolve claims via credit note, price adjustment, or replacement in the next shipment.

Can I claim for partial container defects?

Yes. If only a portion of the shipment is defective, submit a claim for the defective quantity with clear photographic evidence showing pallet numbers, board counts, and defect details. We process partial claims proportionally.

What happens if both parties cannot agree on claim resolution?

Per our standard sales contract, disputes that cannot be resolved by mutual agreement within 60 days are referred to arbitration under the Vietnam International Arbitration Centre (VIAC) in Hanoi, or as agreed in the purchase contract.

Are samples tested before shipment?

Yes. Production samples are available upon request before order confirmation. Pre-shipment inspection by third-party (SGS, Bureau Veritas, or buyer-nominated inspector) can be arranged at buyer's cost. Pre-shipment inspection reports serve as the reference for quality claims.

Ready to Order? Quality Guaranteed.

Every HCPLY shipment comes with full documentation and our commitment to quality. If issues arise, our claim policy provides fair, fast resolution — no arguments, just solutions.

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WhatsApp Ms. Lucy

Factory-direct pricing · On-site QC team · FSC, ISO 9001, CE, CARB P2, EUDR, EUTR, BIS certified