After-Sales Guarantee & Defect Compensation Policy
The ultimate test of an OEM manufacturer is not what happens when everything goes smoothly, but how quickly and fairly issues are resolved when challenges arise. UBLASH guarantees permanent single-contact accountability, a 24-hour response SLA, a transparent compensation matrix, and 12-month batch retention for full traceability.
Lifetime Single-Contact Accountability
The standard playbook of irresponsible suppliers when defects appear is simple: rotate sales reps, blame shipping carriers, or ignore emails.
At UBLASH, the exact same sales manager who scoped your project, guided dieline approvals, and oversaw factory production remains your permanent after-sales advocate. Because they understand every detail of your brand history, there are no internal handoffs, no bureaucratic finger-pointing, and no lost context.
24-Hour Response Commitment
When an inquiry or issue is submitted via WhatsApp or email during operating hours, your account manager will confirm case receipt and initiate an investigation file within 24 hours.
Transparent 4-Step Defect Claim Process
A structured, stress-free resolution path designed to safeguard your salon operations and client relationships.
Notice & Media Submission
Send photos or video of the defect alongside the outer carton batch number to your dedicated account manager via WhatsApp or email.
File Opened & Intake
Your account manager logs the claim, generates a reference case number, and routes the evidence directly to our workshop QC lab.
Archived Sample Cross-Check
Our workshop inspects the physical counter-sample retained in our archives to identify the root cause (thermal baking, strip adhesive, or packaging lot).
Settlement & Remedy
Compensation is executed per the written matrix: priority expedited remanufacturing with express courier air shipping, or direct credit note applied to your account.
The UBLASH Defect Compensation Matrix
Clear, written compensation standards. No ambiguities, no prolonged disputes.
| Defect Category | Verification & Scope | Guaranteed Resolution |
|---|---|---|
| Specification Mismatch | Delivered lengths, curl types, thickness (e.g., 0.05 vs. 0.07mm), or box artwork differ from the approved PI / signed dieline proof. | 100% Free Remanufacture & Priority Air Shipping, or Immediate Full Credit Refund. |
| Severe Curl / Quality Defects | Irregular curl relaxation verified against archived batch samples, paper residue upon strip peeling, or brittle fiber damage. | Pro-Rata Quantity Replacement shipped via express air at factory cost, plus root-cause report. |
| Transit Damage (DDP Terms) | Crushed retail outer boxes or cracked acrylic cases occurring during transit when shipped under UBLASH freight logistics. | Immediate replacement of damaged packaging cases or credit refund on affected units. |
| Adhesive / Liquid Leakage | Bottle seal compromise or nozzle leakage in unopened original packaging reported within 14 days of arrival. | 100% Replenishment sent on next shipment or immediate credit voucher on account. |
12-Month Batch Retention Archive
Why do traditional suppliers take weeks to answer quality inquiries? Because they keep no records of past runs and have no physical benchmark to compare against your feedback.
At UBLASH, we maintain a dedicated temperature-controlled retention vault. For every batch manufactured, physical counter-samples of finished lash trays, foil strips, and outer boxes are archived with their production batch code for 12 full months. If any issue arises, our technicians pull the identical batch within minutes for forensic comparison under optical microscopes.
Archived Retention Data:
- ✔ Raw Korean PBT Fiber Lot Number
- ✔ Thermal Oven Baking Time & Rack Log
- ✔ Artisan Station ID & QC Inspector Code
- ✔ Pre-Shipment High-Definition Reference Media
Partner with an OEM Factory That Stands Behind Every Tray
Have questions about our defect warranty, order contracts, or sample evaluations? Connect directly with an account manager today.