Complaints Policy

Complaints Policy

DTI Plastic is committed to ensuring product quality in accordance with the contract/purchase order and the samples approved by the customer. This policy outlines the process for receiving and handling complaints regarding the quality, quantity, or condition of goods.

Scope of application

• The product does not meet the specifications, materials, and dimensions confirmed in the contract/approved sample.
• The product has a technical defect or is damaged due to the manufacturing process.
• The actual quantity delivered did not match the quantity on the delivery document (due to an error on DTI Plastic's part).
• Goods damaged due to inadequate packaging (this is the responsibility of DTI Plastic according to the agreed delivery terms).

Complaint deadline

Customers must submit written complaints (via email) to DTI Plastic within 30 days of receiving the goods at the agreed delivery location. After this deadline, DTI Plastic may no longer have sufficient grounds to verify the cause of the issue arising during production, transportation, or post-delivery storage.

Complaint file

To ensure prompt processing, please provide the following information:

• Contract number/PO, related order code.
• Provide a detailed description of the problem encountered.
• Actual product images/videos and packaging.
• The delivery receipt should note the condition of the goods (if applicable, especially in cases of shipping complaints).

Processing procedure

1. Complaints can be submitted via email/contact person at DTI Plastic.
2. Verify the cause based on the complaint file and compare it with internal production/QC records.
3. Provide the verification results and proposed solution to the customer within a reasonable timeframe.
4. Agree on a solution with the customer and implement it.

Treatment options

Depending on the nature and extent of the defect verified to be DTI Plastic's responsibility, the remedial measures may include one or a combination of: compensatory/replacement production of defective goods, a corresponding discount, or other measures as agreed upon by both parties. The specific measures will be agreed upon in writing before implementation.

Cases not within the scope of complaint

• Goods that have been used, processed, or modified by a third party after receipt.
• Damage arising from improper internal storage or transportation after the customer has received and signed to confirm the goods are intact.
• Minor deviations within the standard technical tolerances of the plastic packaging manufacturing industry (as notified in advance or as specified in the product technical standard appendix signed at the time of contract execution).

Reception point

Complaints should be sent to DTI Plastic's Export Sales Department via email or the contact information posted in the Contact Us section on the website.