1. Response within 24 hours of receiving your complaint
2. Root cause investigation — we review production records and request photos/samples from your side
3. Responsibility confirmation — we communicate findings transparently
4. Resolution — where our responsibility is confirmed, we arrange replacement goods as the standard remedy. Shipping costs for returns or replacements are generally the buyer's responsibility; exceptions can be discussed case by case.

Standard terms are 30% T/T deposit in advance, with the balance paid before shipment. As the partnership develops, we are open to discussing more flexible arrangements based on order volume and history.

Yes. We offer full OEM services including custom roll width, thickness, OD value, core size, and surface treatment. Please provide your target specifications and we will provide a technical confirmation and quotation.