Pet Multifunctional Toy Rack

An overseas customer *** (a large European chain pet retailer) placed an order in March 2024 for 10,000 pet beds (Model: PB-2024), with a value of approximately USD 185,000. After receiving the goods, the customer conducted random inspections and found: 1) Approximately 35% of the pet bed fabrics showed obvious color deviation from the approved samples (ΔE>3.5), mainly in the beige and gray batches; 2) Approximately 12% of the pet beds had thread loosening or skipped stitches at stress seams, and 500 of them had fabric tears. The customer requested a full return and replacement of the entire batch, and also demanded that we bear the return shipping costs from the destination port to the factory, as well as a penalty of 10% of sales.

Our side immediately established a special quality task force. Upon investigation, it was confirmed that the issue was caused by the dye batch change at the printing factory not being communicated, and errors in adjusting the sewing thread tension parameters. After consultation with the client, the following plan was reached: 1) For the 5,000 pieces of bedding with color difference, we will re-produce them according to the client's requirements and ship them by air freight at our own expense; 2) For the 1,200 pieces of bedding with loose threads/tearing issues, they will be treated as returns, and we will bear all return shipping logistics costs and import customs clearance losses; 3) As compensation, we will additionally provide 800 pieces of the same pet beds as a discount offset for the next batch order, and we commit to providing third-party full inspection reports (including color difference testing and sewing strength testing) before each subsequent batch shipment.