After-Sales Policy

This policy applies to B2B drinkware samples and production orders supplied by BG Drinkware. A claim is assessed against the accepted quotation, purchase order, specification sheet, artwork approval, golden sample, inspection standard and signed contract that apply to the order.

Our quality control process supports verification. If this webpage conflicts with a signed contract or mutually accepted order document, that order document controls. Nothing on this page excludes a right or liability that cannot lawfully be excluded.

Inspect cartons and goods before processing, relabelling, resale or distribution. Unless the accepted order documents specify a different period, use these reporting windows:

Reporting window: A delay does not automatically invalidate every claim. It may, however, limit the evidence available, the ability to preserve carrier rights or the remedies that remain practical.

A complete first submission helps us identify the affected batch and avoid unnecessary follow-up.

• Order identity: purchase order, invoice or quotation number, plus the affected SKU.
• Quantity: total delivered quantity and the quantity believed to be affected.
• Issue: a clear description of what happened, when it was found and how the goods were handled.
• Visual evidence: photos or videos of the product, issue, cartons, shipping labels and batch markings.
• Measured evidence: dimensions, test results or inspection reports where they are relevant and available.
• Representative samples: retain several affected units for review, return or independent inspection if reasonably requested.

Do not destroy, rework or dispose of affected goods before we have a reasonable opportunity to review them, except where immediate action is needed for safety or is agreed in writing. Non-public claim files are handled under our Confidentiality Policy.

1. Completeness checkWe acknowledge the submission and identify any missing order or evidence details.
2. Record reviewWe compare the evidence with specifications, approvals, relevant manufacturing process information and available quality records.
3. Additional verificationWe may request more evidence, representative samples, measurements, laboratory testing or an independent inspection.
4. Cause and affected scopeWe assess whether the goods materially fail the agreed requirements and determine the verified affected quantity.
5. Written outcomeWhere responsibility is verified, we propose a corrective action or commercial resolution for agreement.

Service targets: We aim to acknowledge a complete claim within 2 business days. We aim to provide an initial investigation result within 10 business days. Testing, third-party inspection, carrier review or incomplete evidence may require more time. These targets do not guarantee a final resolution date.

A remedy depends on the verified cause, severity and affected quantity. Available stock and production status may also affect what is practical. Options may include technical guidance, sorting, authorised rework, replacement, a credit, a related refund or another agreed corrective action.

Do not return goods or incur costs on our behalf without written authorisation. This includes inspection, rework, disposal, freight and third-party costs. After reviewing the cause and affected scope, we will agree in writing who pays approved costs, where goods should be returned and how any credit or refund will be handled.

Custom-made or printed goods are produced for an approved order. The same applies to buyer-specific packaging, tooling and approved samples. They cannot normally be returned because of a change of mind, a sales forecast, slower resale or a detail supplied or approved by the buyer. This rule does not limit an agreed remedy for a verified manufacturing defect or a material failure to meet the approved requirements.

• Normal wear or variation that falls within an expressly accepted tolerance or inspection standard.
• Damage caused after delivery by improper storage, handling, cleaning, filling, assembly, modification or use.
• An issue caused by buyer-supplied artwork, specifications, components or instructions that we followed as approved.
• Screen, lighting or digital mock-up differences where no physical colour or appearance standard was agreed.
• A transit event after risk transferred under the Incoterms® rule, named place and version stated in the accepted order documents, unless we separately agreed to manage the carrier claim.
• Unauthorised rework, disposal or third-party costs incurred before we had a reasonable opportunity to investigate.

Pre-production samples, golden samples, Pantone references, print-position drawings and packaging approvals reduce uncertainty. Review them carefully before production.

An acceptance quality limit (AQL) is an agreed threshold used in sample-based inspection. If the order documents specify an AQL, inspection level or other acceptance criteria, we use those agreed criteria when assessing a variation. Mentioning AQL on this page does not create an inspection level where none was agreed.

If an issue may affect food-contact safety, cause leakage, create a sharp-edge hazard or require a batch to be isolated, stop distribution or use of the suspected units where reasonably possible and contact us immediately.