Returns and after-sales

What happens when a bulk run does not match the sample you approved: what we take back, the window you have, who carries the freight, how to raise it, and what we write down. Four things, on one page, so nobody has to guess.

Raise it with the export desk → Wholesale terms

30 daysTo raise it in writing, with your order number
One working dayTo a first reply from the export desk
10 working daysTo the decision, counted from the evidence arriving
Four entriesOn the record kept against your order number

1. What we take back

Bulk runs to the sample you approved, and a signed copy stays on file against your order number — that sample is the binding reference. Your checkpoints are the inline checks during production and the pre-shipment check before the cartons close; attend by video or send your own inspector.

So the case this page is written for is a bulk run that does not match that approved sample. That is the situation we accept and put right. Custom production is made to the sample you sign off, so a signed-off sample is not returnable for reasons other than a quality fault.

This is a business-to-business supply page: the orders covered here go to importers, brands and regional wholesalers, and there is no retail checkout on this site, so no consumer return terms are published here.

The quality baseline is the sample you signed off together with the specification on your proforma invoice — where a value varies by order, it is confirmed there rather than here.

The wholesale frame around an order — minimums, freight, lead times — is collected on the wholesale terms page.

2. The window, and who carries the cost

01Raise it within 30 days. Tell us in writing within 30 days of the goods arriving, with your order number, so the batch is still identifiable at your end.
02Show us what you are seeing. Photographs or a video of the goods, or a report from the third-party inspector you commissioned — the inspector you commission reports to you, not to us.
03We put it right first. A repair or a remake comes first; where a remake is not the practical route, a credit against your next run is the alternative we use.
04Freight and duties follow the fault. Where the fault is ours, we carry the cost of putting it right, including return freight on a repair or remake. Where the reason is not a quality fault, the return freight sits with the buyer. Duties and taxes follow the same split as the freight.

Sampling is charged per style; the sampling fee is credited against your first bulk order; we quote the fee with your quotation, and you cover the courier freight. Sample-fee currency, payment rail and any fees follow the proforma invoice.

Lead times on this site are typical figures for planning, rather than terms of sale. The binding lead time is the one stated on your proforma invoice.

3. How to raise it, and when you hear back

If anything does not match, write to the export desk with your order number. The same export desk runs the case from first brief to the cartons closing: sales@sockwholesalers.com, answered within one working day. Put your PI number in the subject line and the desk reads it as a claim on an existing order rather than a new brief.

A first reply reaches you within one working day. Where the case needs an inspection, a remake or a costing, the decision on what we do about it follows within 10 working days of the evidence arriving.

One case, walked through

Take the case this page is written for: the first carton from a 1,000-pair run arrives and the toe seam has opened on some of the pairs. Nothing below is a new term — it is the four steps above, filled in with the figures already on this page.

Step 1. Write to the export desk inside the 30-day window, with the order number and the style, so the batch can still be identified at your end. Step 2. Attach photographs of the open seams and of the carton label, or the report from the inspector you commissioned. Step 3. The first reply is inside one working day; the decision on what we do follows within 10 working days of the evidence arriving. Step 4. The case is written onto the record against your order number with the four entries below, and it stays there until a closing date is entered.

How far it goes is decided by the evidence and by where responsibility is judged to sit: a repair or a remake first, and a credit against your next run where a remake is not the practical route. No fault percentage or settlement ratio is published, here or anywhere else on the site, so none is quoted here — the judgement of responsibility is the third entry on the record, and it is written down rather than left in a call.

The photographs and inspection records behind a claim come from the same place as the rest of your paperwork — the current inspection report and document set is kept on the customer document desk.

4. What we record

Every after-sales case is logged against your order number, with four entries:

What the issue is
Where responsibility was judged to sit
What we did about it
The date the case closed

A case stays open on that record until the closing date is written into it.

That record is the one the export desk already keeps for your enquiry and your order, so the outcome you were told and the paperwork that followed refer to the same case rather than to two versions of it.

The terms of use and of enquiry are the terms we work to. They do not govern any sale: a sale is governed exclusively by the contract and the proforma invoice issued for it. What governs a sale remains what the proforma invoice and the contract behind it state.

5. Start the claim here

If you would rather not open your mail client, the same request goes through this form: it reaches the same export desk, and it is answered inside the same one working day.

Put the order number, how many pairs are affected and what the fault is into the message box. Photographs and inspection reports follow in the reply — a claim file is only as good as the evidence attached to it, and this form cannot carry files.

Write to the export desk with your order number

Put your PI number in the subject line and the desk reads it as a claim on an existing order rather than a new brief. A first reply reaches you within one working day.

Raise it with the export desk → Start the claim here WhatsApp +86-13761030160

sales@sockwholesalers.com, +86-13761030160. We answer every enquiry within one working day; replies come from Michelle Zhang, Export sales manager.