Quality issues can be particularly challenging, as they often entail complex logistics such as shipping, customs clearance, and returns, frequently resulting in additional costs that exceed the value of the goods themselves. Our top priority is to prevent quality issues from occurring in the first place. To achieve this, we conduct multiple rounds of small-scale sample testing, which helps us identify the most suitable products for our customers. Through these iterative transactions, we build a solid foundation of trust, aiming to ensure that future large-scale orders are free from significant quality concerns.

However, in the rare event that a batch of products does experience quality issues, we have a clear and fair resolution process in place. Customers can simply provide us with photographic and video evidence of the problems, and once we’ve verified the issue, we’ll arrange for free replacements in their next order.

It’s important to be transparent: in cases of widespread batch quality issues, we typically cannot accommodate refund and return requests. Instead, we offer two practical alternatives. Firstly, since we regularly participate in exhibitions in the United States, Italy, Poland and Russia each year, if customers are also attending these events, they can bring the defective products with them. We’ll provide free replacements, eliminating the need for costly shipping and customs procedures. Secondly, we’ll engage in in-depth discussions with the customer. Once we’ve thoroughly confirmed the extent of the quality issues, we’ll work together to find a mutually beneficial solution, such as offering discounts or other compensatory measures.

Rest assured, major quality problems are extremely rare for us. Our raw materials, formulas, and production processes have proven to be stable over the years—some have been in use for over a decade—and have served countless satisfied customers. In most cases, what might seem like large-scale quality issues can often be attributed to compatibility issues, such as the customer’s equipment being ill-suited to the product, or the product being used to cut certain specialized materials. For instance, if a customer’s machinery is outdated or if they’re working with unusual materials, it might lead to dissatisfaction. But this doesn’t mean the products are entirely unusable; often, by clarifying the appropriate usage scenarios or user requirements, the full value of the products can still be realized.