After-sales & Support

FIBC Breakage After-Sales Support & Usage Guidelines

● Warranty-Covered Breakage (Manufacturing Defects): Full Responsibility  

If FIBC breakage occurs within the contractual warranty period due to production or material defects (e.g., insecure stitching of lifting loops, insufficient base fabric strength, sewing thread breakage):  

1.  No return of damaged unit required.  

2.  Submit video evidence (clearly showing breakage location and SWL label).  

3.  After verification: Free replacement with identical specification FIBC at no cost.  

4.  Response within 48 hours; replacement shipped with priority logistics.  

5.  For bulk orders: Hengchang Packaging** provides temporary replacement FIBCs in emergencies.  

● Non-Warranty Breakage: User Cooperation Required

Breakage under these scenarios requires user cooperation; liability determined case-by-case:  

1.  Overloading/Operation:  

- Exceeding Rated Safe Working Load (SWL) compromises safety.  

- Calibrate loads using floor scales before filling.  

- Use designated lifting loops during handling; avoid direct hook/fork contact with bag body.  

2.  Storage Environment:  

- Prolonged outdoor storage or direct sunlight accelerates material aging.  

- Store in dry, shaded areas or select UV-resistant custom FIBCs.  

3.  Third-Party Factors:  

- Transport damage (collision/crushing): Retain logistics documents for claim filing against liable parties.  

- Deliberate misuse or force majeure (fire/earthquake): Resolution via mutual negotiation.  

● After-Sales Claim Procedure  

Contact us via:  

- Mobile: +86-15335451809 (Contact: Mr Leon Shi)  

- Email: service@hengchangpackage.com (Subject: "FIBC Breakage After-Sales + Company Name"; attach photos/videos/incident report)  

We commit to preliminary solutions within 24 hours and full assistance in issue resolution.

We prioritize customer service. Every batch undergoes strict quality inspection before shipment to ensure intact delivery. However, considering potential implicit damage from stress concentration during compaction and unavoidable violent jolts/crushing/collisions in international transit, we implement comprehensive after-sales safeguards:  

1.  Risk Prevention: Full Insurance Coverage under CIF Terms  

If you choose CIF Incoterms, we insure entire shipments with international cargo insurance (covering sea/land transport). This provides basic protection against transit losses, adding a double barrier for cargo security.  

2.  Rapid Response: Damage Verification & Evidence Collection  

If damage is found upon receipt:  

- Immediately film unopened packages showing external damage.  

- Capture close-ups of damaged FIBCs and waybill information.  

- Email evidence to sales@xxx.com or contact your account manager.  

Our after-sales team performs preliminary review within 24 hours to determine liability (production defect vs. transit damage).  

3.  Hassle-Free Resolution: Free Replacement Service  

- Individual transit damage: Free replacement of identical-specification FIBCs upon confirmation.  

- Batch damage/insurance claims: We assist throughout communications with logistics carriers/insurers to fully protect your rights.  

We acknowledge transit uncertainties. Adhering to our "customer-first" principle, we respond immediately regardless of liability to minimize your losses. Choosing us ensures an assured full-process service guarantee.  

We prioritize customer service. Every batch undergoes strict quality inspection before shipment to ensure intact delivery. However, considering potential implicit damage from stress concentration during compaction and unavoidable violent jolts/crushing/collisions in international transit, we implement comprehensive after-sales safeguards:  

1.  Risk Prevention: Full Insurance Coverage under CIF Terms

If you choose CIF Incoterms, we insure entire shipments with international cargo insurance (covering sea/land transport). This provides basic protection against transit losses, adding a double barrier for cargo security.  

2.  Rapid Response: Damage Verification & Evidence Collection  

If damage is found upon receipt:  

- Immediately film unopened packages showing external damage.  

- Capture close-ups of damaged FIBCs and waybill information.  

- Submit evidence via customer service email or online platform.  

Our after-sales team determines liability (production defect / transit damage) within 24 hours.  

3.  Hassle-Free Resolution: Free Replacement Service  

- Individual transit damage (non-batch defects): Free replacement of identical-specification FIBCs upon confirmation.  

- Batch damage/insurance claims: We assist throughout communications with logistics carriers/insurers to protect your rights.  

We acknowledge transit uncertainties. Adhering to our "customer-first" principle, we respond immediately regardless of liability to minimize losses. Choosing us ensures an assured full-process service guarantee.  

Complaint Channels:  

- Email: info@hengchangpackage.com (Specify "Service Complaint" in subject)  

- Mobile: +86-15335451809 (Ask for After-sales Supervisor)  

- Online Portal: Log in to [Customer Service Platform] → Submit ticket with evidence