Poor Quality Goods Already Delivered. What to do?

We have had a 2 deliveries (Qty 1,000) of Gel Mouse Pads from (removed) Technology (Shenzhen) Co., Limited. The last shipment was of very poor quality and unusable. After discussions via email with them we sent 400 of these back (at our expense) to (address removed)

We have since been told that they cannot re-manufacture.  Now they do not answer our emails to arrange refund of the money owed and will not cover the reimbursement of the freight expense back to China for the 400 units which was sent on their request. What can we do? Their website is (removed)

I think you will find the following blog post very helpful:  How does one actually return defective product back to China?

But here are the key points:

1. Next time be sure to engage 3rd party inspection. It is not expensive and helps avoid these problems. You can find recommended agents here.

2. Also, make sure to have a good contract that explains what will happen in the event of quality problems.   You can find tips about contract at this blog post: A small buyer placing orders with Chinese Suppliers: contracts, travel, and other issues

3. For your current problem order, you have two optionsa) Engage a 3rd party negotiator to step in and try to salvage the relationshipb) If the relationship is behind repair, hire a local lawyer to send a demand letter.

Demand letter and mediators are explained in this helpful blog post: Resolving a dispute: Demand letters and legal options

If you would like to be introduced to any of those third parties and/or if you need help finding a better supplier, just let me know. I am happy to make the recommendations for you.

Let me know how things work out for you.

Best wishes on your sourcing program.

Question answered by Mike Bellamy, host of “Ask the Experts” at the China Sourcing Information Center.

Mike Bellamy is an Advisory Board Member & Featured Blogger at the not-for-profit China Sourcing Information Center (www.ChinaSourcingInfo.org). He is also the author of, “The Essential Reference Guide to China Sourcing” (chinasourcinginfo.org/book) and founder of PassageMaker Sourcing Solutions (www.PSSchina.com )




  1. Phi Anh on September 18, 2012 at 3:08 pm

    Great key points! Having a clause in the contract is very critical for mutual agreement. Adding to the key points, once a purchase order is signed with a factory, the next important step is to engage in order follow-up. This is to ensure that your suppliers are in line to produce the correct product, level of quality, special requests, shipment dates, etc. To read more on issues to avoid check out the article written by a coworker at http://www.chinaperformancegroup.com/2012/09/identifying-issues-during-order-follow-ups/

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