Bite-resistant Squeaky Pet Plush Toy, Multiple Cute Fun Dog Boredom Relief Companion Doll

Customer *** (a large pet supplies wholesaler in California, USA) placed an order in March 2024 for a total of 5,000 pet plush toys, 3,000 pet silicone slow feeder toys, 2,000 pet bathing gloves, and 1,500 pet slow feeder bowls, with a total value of approximately $68,000 (FOB Ningbo). After receiving the goods, the customer conducted spot checks and found: ① about 8% of the plush toys had loose stitching and exposed filling; ② about 12% of the silicone slow feeder toys had a strong pungent odor upon opening the box, and some products had slight stickiness on the surface, suspected of incomplete vulcanization; ③ about 5% of the bathing gloves had severe shedding of inner fluff; ④ about 3% of the slow feeder bowls had unprocessed injection molding flash that could scratch pets' mouths. The customer requires a full refund or replacement for the defective products and requests that the return shipping and re-delivery costs be borne.

Our quality control department immediately requested the customer to provide unboxing videos and high-resolution photos of defective products (with clear SKU batch numbers). After confirmation, the following solutions were proposed: ① For the problematic batches of plush toys and silicone food-dispensing toys (corresponding production batches 2024-01-15 and 2024-02-10), all will be replenished in the original quantities. The customer does not need to return the defective products (the customer shall destroy them and provide proof of destruction; our side will bear a 60% discount on the value of those goods, which will be credited to the next order); ② For defective bath gloves and slow feeder bowls, the customer shall return them according to the actual defective quantity (our side will bear the return shipping costs), and we will re-ship the same specifications within one week; ③ An additional discount coupon of 15% of the total order value will be provided for the next purchase.