This policy applies to business purchases from Bopman by importers, distributors, brand customers and project purchasers. We organize production, inspection and delivery according to the order confirmed by both parties and assume the corresponding responsibilities based on the cause of any issue and the contractual terms.
Basic process: Order confirmation → Production advance received → Production and self-inspection → Customer inspection → Final balance received → Written shipment release → Dispatch arrangements.
1. Order and Product Confirmation
Before production, both parties should confirm in writing the product model, wood species, construction, dimensions, grade, color range, surface finish, quantity, packaging, price, payment terms, production arrangements and delivery terms. Custom parquet or special products also require confirmation of drawings, laying direction and samples. Samples, drawings, technical specifications and inspection checklists should be version-labeled and serve as the basis for production and acceptance.
Samples are used to confirm the agreed ranges for material, color, surface and workmanship. Natural wood may vary in grain, color and knots; conformity should be assessed against the agreed grade, sample range and technical standards. Issues outside the agreed range cannot be explained solely as natural variation. Website images and on-screen colors cannot replace the samples and written specifications confirmed by both parties.
2. Minimum Order Quantities and Samples
Orders with customized branded packaging: Straight planks generally start at 300 square meters per color and size combination; herringbone, chevron and irregularly shaped products generally start at 300 square meters per specification. Special patterns, material combinations or packaging requirements are assessed separately.
Wholesale orders for our own-brand products or available stock: Generally start at 100 square meters, with multiple SKUs combinable subject to confirmed stock and shipping conditions. Quantities per item, mixed-loading arrangements and availability are subject to the quotation and order.
Up to two standard non-custom small samples: sample fee USD0, freight extra. More than two standard small samples: quoted separately. Custom samples: USD150 × confirmed fee units, non-refundable, credited against a later bulk order; freight and other costs excluded. Type and total confirmed before payment.
3. Payment and Production Lead Time
After both parties confirm the order and the necessary samples and drawings, the customer pays the agreed production advance. The advance percentage, payment currency, payment method and allocation of fees are stated in the quotation or contract. Production is scheduled once the advance has been received and all information required for production has been fully confirmed. If delayed payment or confirmation of information by the customer affects scheduling, the delivery timeline will be adjusted in accordance with the contract and the actual impact, with written notice to the customer.
The legal nature of the production advance and settlement upon cancellation are governed by the contract and applicable law. Corresponding records should be retained for materials, sample production, manufacturing, dedicated packaging and other costs incurred for the order. Upon cancellation or amendment, settlement is based on the contract, actual progress and costs remaining after reasonable mitigation; the advance is not treated categorically as either fully refundable or entirely non-refundable.
Production usually takes 25–40 days after the advance payment. The specific conditions for commencement and the delivery timeline are confirmed according to the product, quantity, customization requirements and order. Production time is not the same as time to arrival; inspection, transportation and customs clearance time must be considered separately.
Order changes and delayed confirmation of samples or drawings may affect pricing and delivery timelines, and both parties should confirm adjustments in writing. If changes in production progress affect delivery, we will communicate updated arrangements to the customer.
4. Production and Inspection Arrangements
After production and factory self-inspection are complete, we notify the customer to arrange pre-shipment inspection. The inspection method, items, sampling scope, assessment criteria, completion deadline and costs should be confirmed with the order before production. Factory self-inspection does not automatically replace customer inspection or confirmation of inspection results. If the customer subsequently adds or changes inspections, tests or acceptance standards, feasibility, costs and the effect on delivery timelines must first be confirmed in writing; new requirements cannot unilaterally be made the acceptance criteria for the original order.
The customer may choose an on-site factory inspection, inspection by an authorized representative or third-party organization, live video inspection or, with both parties' written agreement, confirmation of inspection results based on the self-inspection report, photographs and videos for the relevant order. The authority of inspection personnel and the effect of third-party reports should be clarified in advance. Inspection reports and records confirming results do not constitute written shipment release.
Inspection may check products and batches, quantities, appearance, color range, dimensions, fitting, packaging and shipping marks against order requirements. Moisture content, structural performance and other technical parameters should be checked using the agreed methods, equipment and standards. Items requiring laboratory testing are subject to separate agreement.
Cost arrangements for routine factory self-inspection, agreed video materials and customer-designated third-party inspections should be set out in the quotation or contract. Costs for additional tests, inspection organizations or repeat inspections requested by the customer are borne as agreed after confirmation. If necessary reinspection results from our failure to prepare the goods as agreed or from confirmed production nonconformities, we bear reasonable costs corresponding to the cause and within the scope agreed in advance. Reasonable costs caused by the customer's last-minute cancellation, rescheduling or addition of inspection items are borne by the customer as agreed. Any other requirements of law will apply.
5. Video Inspection and Confirmation of Results
Video inspection should begin by verifying the order, batch and scope of goods, followed by showing the full batch, opening cartons as agreed, and displaying product appearance, dimensions, fitting and packaging. The customer may identify areas requiring particular attention. Inspection records should state the date, participants, version of the samples or specifications used, sample quantity, inspection results and items not covered. With both parties' agreement, the corresponding photographs, videos, reports and confirmation correspondence are retained for order delivery and subsequent investigation.
Video is subject to limitations of the camera, lighting, network connection and sampling scope. It cannot replace all on-site inspections or laboratory tests and does not mean that every flooring piece has been inspected. Before inspection, both parties should confirm which items can be checked and which are not covered.
The customer or a representative authorized to confirm inspection results should record the inspection scope and results in writing. If issues are found, the nonconformities, affected quantities, resolution plan, corrective work and reinspection arrangements should be recorded. Once the relevant actions have been completed and confirmed, the final balance is paid in accordance with the contract. Specific deviations expressly accepted by the customer should be listed separately. Inspection results recorded at this stage confirm quality and quantity and do not constitute shipment release. Written shipment release must be completed separately after receipt of the final balance has been confirmed.
Each order should specify the inspection deadline after notice that the goods are ready, the deadline for paying the final balance after confirmation of inspection results, the written release procedure after receipt of the final balance, and the deadline for collecting the goods or providing shipping instructions. If the customer is delayed, we will issue a written reminder as agreed, identifying the outstanding steps, the deadline for completing them and any potential costs or effects on the delivery timeline. A lack of reply does not automatically mean that inspection has passed or release has been completed. Delayed arrangements do not automatically mean that the factory has agreed to extend the original payment or collection deadline.
The free-storage period, its start date, storage charges beyond that period and other reasonable costs should be agreed in the order. If inspection, payment, written release or collection arrangements remain incomplete after the relevant deadlines, we may, after following the agreed notice procedure, charge reasonable storage costs within the agreed scope, adjust the shipping schedule or take measures permitted by the valid contract. We do not promise indefinite free storage. Risk and insurance responsibilities remain governed by the contract, trade terms and applicable law; expiry of a deadline does not automatically constitute delivery.
6. Receipt of the Final Balance and Written Shipment Release
After the customer's inspection is complete, results are confirmed and related issues have been addressed under the plan agreed in writing by both parties, the customer must pay the final balance in full within the contractual deadline. After we verify that the final balance has actually been received, the person designated in the order as responsible for release completes a separate written shipment release. Only then are dispatch or handover arranged according to the order. A bank transfer slip is not equivalent to receipt of funds. Shipment release must not be completed and dispatch must not be arranged before receipt of the final balance; receipt of the final balance itself does not replace written release. If the final balance is not received as agreed, shipping arrangements may be suspended under the contract, with related notices, delivery adjustments and costs handled in accordance with the contract. Any changes to the goods, packaging or transportation arrangements after release require separate written confirmation.
If part of the goods is disputed, both parties should promptly clarify in writing the affected goods, review or remedial arrangements, and payment and shipping arrangements for the undisputed portion. Claim amounts, deductions or withholding of payment must be handled in accordance with the contract, both parties' written confirmation and applicable law. A unilateral claim does not automatically change the agreed payment obligations; statutory rights remain unaffected.
Before dispatch, packaging, quantities and shipping marks are checked, and a packing list, commercial invoice and agreed transportation documents are provided according to the order. Container numbers, seal numbers and loading records are provided according to the actual shipping method and order requirements.
The contract should clearly state the transportation method, delivery location, freight charges, insurance, export customs declaration and import customs clearance responsibilities. Where Incoterms® are used, the specific rule, named place or port and edition should all be stated. Risk in the goods transfers according to that agreement and is not determined categorically by payment or a 'shipped' status. Transfer of ownership of the goods is governed separately by the contract.
7. Checks on Arrival and Before Installation
On receipt, please check the packaging, package count and any obvious damage. If there is damage, moisture exposure or a shortage, retain photographs taken at the scene, packaging, carton labels and delivery receipt records, and promptly notify us and the relevant carrier. The matter will be handled in accordance with contractual, transportation and insurance requirements.
Before installation, please check the product model, color range, specifications and visible condition. If anything unusual is found, stop using the affected goods, retain samples and evidence, and take reasonable steps to prevent further loss. Installation environment, subfloor conditions, storage, installation and maintenance should comply with the written technical requirements for the specific product.
The customer's inspection, payment, receipt of goods or installation does not in itself discharge liabilities that cannot legally be excluded. Additional losses caused by the customer's failure to take reasonable inspection or mitigation measures will be assessed according to the actual cause, the contract and applicable law.
8. After-Sales Claims and Assessment of Responsibility
When raising a quality or delivery concern, please first provide the order number, product model or batch, description of the issue, affected quantity and photographs or videos. Depending on the issue, carton labels, packing lists, inspection reports, delivery receipt records, storage information or installation-environment information may also be required. Retain the affected goods, necessary packaging and representative samples to facilitate verification. The deadline for notifying concerns, products covered by warranty, warranty duration and commencement are governed by the contract and applicable law. Please contact us promptly after discovering an issue.
We will investigate the cause against the written specifications, approved samples, pre-shipment inspection records, shipping records and any necessary test results. Submission or acceptance of a claim for review does not mean that responsibility has been established or compensation promised. If reinspection or third-party testing is needed, both parties should first confirm the organization, methods, samples and cost arrangements, with costs settled under the contract according to the established cause. Where multiple causes contribute to a loss, the matter will be handled according to the respective causes, responsibilities and applicable law.
Specific deviations clearly disclosed during inspection and accepted by the customer in writing will be handled within the scope confirmed by both parties and may not be raised again as undisclosed issues. Undisclosed issues and changes made without agreement are outside the scope of that acceptance.
Issues caused by transportation, loading or unloading, storage, on-site moisture exposure, subfloor conditions, installation, use or maintenance should be assessed according to the actual cause and the agreed allocation of risk, rather than automatically being treated as production quality issues. Any nonconformity in packaging or dispatch should also be investigated.
Manufacturing defects that could not reasonably have been discovered during pre-shipment inspection, and that evidence shows already existed at the agreed point of risk transfer, remain subject to investigation and resolution under the contract and applicable law. Passing inspection does not constitute a blanket exclusion of liability for all latent manufacturing defects.
9. Remedies and Scope of Responsibility
Once our responsibility is confirmed, the customer should give us a reasonable opportunity to inspect and remedy the issue, to the extent permitted by the contract and applicable law. Both parties will first confirm feasible options, such as repair, supplemental supply or replacement, and completion arrangements based on the nature of the issue, the affected goods and usage needs. If a reasonable remedy is not possible, is not completed as agreed or still fails to meet requirements, a price reduction, appropriate refund or other resolution will then be determined under the contract and applicable law. Remedies that may be claimed directly under the law remain unaffected.
The scope of the remedy is based on the established issue, the goods actually affected and the corresponding responsibility. A localized issue does not automatically entitle the customer to return the entire batch or receive a refund for the entire order. Replacement products should be confirmed against the agreed specifications and reasonable matching range. We do not promise that old and new batches of natural wood will be identical; if a difference affects the agreed use, both parties will separately confirm an appropriate solution.
Costs of testing, return shipment, supplemental supply, transportation, removal and reinstallation should be determined according to the cause of the issue and the corresponding responsibility, the contract and applicable law. Except for urgent, reasonable mitigation measures and costs recoverable by law, we do not automatically bear the costs of removal, reworking or destruction undertaken by the customer independently, or compensation commitments the customer makes to third parties. The scope and costs of actions proposed to be borne by us should, wherever possible, be confirmed in writing in advance, with supporting records retained.
This policy does not provide an unlimited guarantee or unconditional compensation. The scope of compensation, liability limits, indirect losses and lost profits are governed by valid contractual provisions and applicable law. This policy does not exclude any liability that cannot legally be excluded or limited.
Returns require prior written confirmation specifying the goods, quantity, return destination, transportation method and allocation of costs. Please do not return goods without confirmation. Acceptance of returned goods and subsequent settlement are subject to the plan confirmed by both parties and applicable law.
10. Order Changes and Cancellation
Customers wishing to change or cancel an order should submit a written request as early as possible. Based on the actual progress of material procurement, sample production, manufacturing, dedicated packaging and shipping preparations, we will assess whether work can be stopped or adjusted and provide the cost and delivery implications for both parties to confirm. Order-specific costs already incurred or reasonably committed will be settled under the contract and applicable law after deducting amounts that can be avoided, recovered or reasonably repurposed. The same loss must not be charged twice.
Until a written agreement is reached, a change or cancellation should not be treated as accepted. Both parties should take reasonable steps to prevent further loss, and payments already made will be dealt with after settlement has been confirmed. The specific rights to cancel, method of calculating costs, and refund or additional-payment arrangements are governed by the contract and applicable law.
For customized and made-to-order B2B goods, we do not offer a generally applicable promise of returns or exchanges without cause. Returns, exchanges or cancellations for reasons unrelated to quality are handled under the parties' contract and applicable law. Manufacturing or delivery nonconformities will be assessed separately through the after-sales process in this policy.
11. Contractual Application and Contact
This policy provides general purchasing and after-sales information. Product requirements, payment, inspection, delivery, warranty and dispute resolution for each order are governed by the valid contract concluded by both parties and applicable law. In the event of differences, valid terms specific to the order take precedence. Subsequent website updates do not automatically alter previously confirmed orders retroactively.
Please submit issues through the after-sales contact option on the Bopman website or the business contact named in your order, quoting the order number to facilitate verification and handling.
After-Sales Claims and Assessment of Responsibility · Andy@bopman.com · +86 13818381926