Quality Guarantee & Claims Policy
At CN Glass Processing Limited, every glass order represents an investment in your business, project, reputation, and customer relationships. This policy explains how we handle quality claims and support customers when legitimate manufacturing or packaging issues arise.
Our Commitment
Since 2012, we have supplied glass products to customers across global markets and have built long-term partnerships based on four principles: Quality. Competitive Pricing. Reliable Lead Times. Responsible Service. While no manufacturing process is completely free from risk, we believe that when issues occur, they should be handled quickly, fairly, and professionally.
Inspection & Claim Period
Early inspection helps protect both your project schedule and the claim review process.
30-Day Claim Window
All glass products should be inspected immediately upon arrival and before installation, fabrication, modification, or further processing. Claims must be submitted within 30 days after cargo arrival at the destination port.
No Physical Return Required
Because glass products are custom manufactured, heavy, fragile, and internationally shipped, physical returns to China are generally not practical and are therefore not required.
What Qualifies for a Claim
Claims may be considered when supported by sufficient evidence and verified by our technical quality team.
Dimensional Issues
Dimensions, hole locations, cutouts, or machining deviations beyond approved drawings and agreed tolerances.
Optical Defects
Significant visible defects that exceed applicable industry standards or approved product requirements.
Lamination Defects
Excessive bubbles, delamination, or other verified laminated glass defects related to production quality.
Printing Defects
Serious printing defects, scratches, or visible inconsistencies beyond the agreed quality standard.
Packaging Faults
Transit breakage directly attributable to verified crate construction or packaging deficiencies.
Technical Review
All claims are reviewed according to approved drawings, order specifications, and applicable quality standards.
What Is Not Covered
Some issues fall outside manufacturing or packaging responsibility.
- Damage occurring during unloading, storage, handling, or installation by the buyer or third parties.
- Glass that has already been installed, modified, cut, drilled, or otherwise altered after delivery.
- Minor variations that fall within agreed manufacturing tolerances.
- Damage caused by improper installation or structural support conditions.
- Natural nickel sulfide (NiS) inclusions in tempered glass unless Heat Soak Testing (HST) was specifically ordered and included in the production specification.
- Force majeure events beyond reasonable control.
How to Submit a Claim
If an issue is identified, please notify us as soon as possible. Complete documentation helps us investigate quickly and reach a fair resolution.
For Transit Damage Claims
Transportation-related claims require additional documentation to help identify cause and support insurance review.
Container Seal Photos
Clear photos of container seals and container condition before unloading.
Crate Condition Photos
Photos showing wood crate condition, bracing, fastening, and visible damage before unloading.
Survey Report
An independent survey report is recommended where available, especially for insured cargo claims.
Resolution Options
Once a claim has been reviewed and verified, we work with the customer to determine the most practical solution.
Replacement Production
Defective products may be reproduced and prioritized in an upcoming production schedule.
Commercial Credit
A commercial credit may be applied to future orders where appropriate.
Alternative Solution
For urgent projects, both parties may agree on a practical solution that minimizes disruption.
Claim Review Flow
Our goal is clear communication, fair evaluation, and practical resolution.
Processing Time
After all required documentation has been received and the claim has been verified, a proposed resolution will normally be provided within 7 business days. Complex cases involving transportation providers, insurance companies, or third-party inspections may require additional review time.
Ocean Freight Insurance
Insurance handling depends on shipment terms and the agreed Incoterms.
CIF / CIP Shipments
Where cargo insurance is arranged as part of the shipment terms, customers should notify us immediately if transit damage is discovered. A local survey report may be required to support the insurance claim process.
FOB / EXW Shipments
Under FOB or EXW terms, transportation risk transfers according to the agreed Incoterms. We may provide loading photos, crate securing photos, and bracing documentation to assist the insurance process.
Our Philosophy
Glass manufacturing is a technical process, and international logistics adds additional complexity. The true measure of a supplier is not whether problems ever occur. The true measure is how those problems are handled.
We believe in clear communication, fair evaluation, practical solutions, and taking responsibility when responsibility belongs to us.
Need Assistance?
If you have questions regarding quality standards, tolerances, packaging, certification, logistics, or a pending claim, our team is always available to help. We appreciate the opportunity to earn your trust and look forward to supporting your business.