Discovering defects upon delivery is stressful, but a systematic approach protects your interests and often leads to a satisfactory resolution.

Document Everything Immediately — Take clear photos and videos of the defects, packaging condition, and any shipping damage. Note the quantity affected. Do not dispose of defective goods or packaging before the issue is resolved — your supplier and their insurance may need evidence.

Notify Your Supplier Within 48 Hours — Most trade agreements require prompt notification of quality issues. Send a formal email with: photos, order details, defect description, and the number of affected units. Request a specific remedy: replacement, partial refund, or credit toward future orders.

Propose a Reasonable Solution — For minor defects affecting a small percentage, a partial refund (typically 10-30% of affected value) is standard. For widespread quality failures, full replacement at the supplier's expense is appropriate. Return shipping for defective goods is rarely practical — most disputes are resolved through financial adjustments.

Escalate If Needed — If the supplier is unresponsive or unreasonable, consider: engaging a third-party mediation service, contacting your local chamber of commerce's international trade division, or consulting a trade attorney. For orders placed through himfr.com, platform support can help facilitate communication.