Insufficient bonding strength - panel delamination, glue failure, edge warping
Surface defects - large-area blistering, delamination, carbonization, severe scratches
Deformation exceeding standard - severe warping or twisting, affecting normal use
Material mismatch - fundamental differences in wood species, thickness, or pattern from the contract or confirmed sample
Other - quantity shortage, packaging damage, etc.

Customers are required to provide the following information:
✅ Order number (contract number)
✅ Description of the issue (concise and clear)
✅ Photos or videos of the issue (3–5 from different angles)
✅ Date of receipt
✅ Contact person and contact details
Contact channels:
Channel Contact Information
Phone +86-13145499135
Email info@jindiwood.com
Online form - Submit via the "Contact Us" page on the official website

After the JINDIWOOD after-sales team receives a complaint:
Response Item Time
Confirm receipt of complaint - Within 2 hours
Preliminary assessment of the issue nature - Within 24 hours
Notification of handling process and required documents - Within 48 hours

Assessment methods:
Remote assessment - Judgment based on photos/videos provided by the customer (applicable to appearance issues)
Sample testing - Customer sends samples to the JINDIWOOD laboratory for physical/chemical testing
Third-party testing - Both parties entrust an authoritative third-party institution for testing (testing costs borne by the responsible party)
Quality assessment criteria:
Bonding strength - Average bonding strength below the standard value agreed in the contract
Surface defects - Batch surface blistering, delamination, carbonization, severe scratches
Deformation exceeding standard - Severe warping or twisting caused by production/processing, affecting normal use
Material mismatch - Fundamental differences in wood species, grade, thickness, or pattern between delivered products and the contract or confirmed sample
Cases not considered quality issues:
✖ Product mold or deformation caused by improper customer storage
✖ Damage caused by improper customer processing or use
✖ Minor color difference, minor scratches, and natural knots and grain differences inherent in natural wood under normal use
✖ Accidental damage during transportation (carrier must be held liable)
✖ Products beyond the warranty period (12 months from the date the goods arrive at the destination port)

When confirmed as JINDIWOOD's responsibility:
✅ 100% full refund: Full compensation based on the order amount, no discounts or deductions
✅ Replacement freight borne by JINDIWOOD: If replacement is needed, the replacement freight is borne by us
✅ Priority production for replacement: If replacement is needed, the production line is arranged with priority to shorten waiting time

Refund only - Customer does not need replacement; refund directly to the designated account Within 5 working days after assessment
Refund + replacement - Customer needs replacement; replacement production and shipment are arranged simultaneously Replacement initiated within 3 working days after assessment

Customer confirmation - Confirm receipt of refund or replacement
Satisfaction follow-up - After-sales team conducts satisfaction follow-up and records customer feedback
Closed-loop confirmation - Customer signs/confirms that the issue is resolved

Issue archiving - Record issue type, cause analysis, and handling results
Improvement traceability - Feed back to R&D and Quality Control Department, trace production processes, and optimize processes or quality control procedures
📋 Core Commitments of After-Sales Guarantee
Rapid response - Respond to complaints within 48 hours, complete quality assessment within 7 working days
Full compensation - No discount negotiation for quality issues; direct 100% full refund
Freight coverage - Replacement freight fully borne by JINDIWOOD
Priority replacement - Replacement orders are scheduled with priority to shorten waiting time
Warranty period - 12 months from the date the goods arrive at the destination port
⏱️ Processing Time for Common After-Sales Issues
Surface defects (appearance issues) - Within 48 hours 3–5 working days - Within 5 working days after assessment
Bonding strength / glue failure and delamination - Within 48 hours - 5–7 working days - Within 5 working days after assessment
Material mismatch - Within 48 hours - 5–7 working days - Within 5 working days after assessment
Quantity shortage - Within 48 hours - 3–5 working days - Within 5 working days after assessment
JINDI WOOD
JINDIWOOD · Engineered for Certainty
After-sales guarantee is the last line of defense for the promise of "certainty." We do what we say.