After-Sales FAQs

We provide a 12-month warranty for our standard and customized products.

The warranty period begins on the date the customer receives the goods.

The warranty covers eligible manufacturing and material defects under the applicable warranty conditions. It does not automatically cover every type of damage or failure caused by external factors.

Our 12-month warranty starts on the date you receive the goods, rather than the order confirmation or factory dispatch date.

For international orders, the delivery record, receipt confirmation or other relevant shipping documentation can help establish the receipt date.

Please retain your purchase and delivery information. If the receipt date needs clarification, provide the order reference and relevant delivery records so we can review them.

Warranty claims generally concern suspected manufacturing or material defects that affect the product's approved function under its intended operating conditions.

Depending on the product, examples may include:

• Defective cable connections or electrical continuity faults.
• Manufacturing-related connector or assembly failures.
• Charger or adapter output abnormalities associated with a confirmed product defect.
• Other verified nonconformities to the agreed product specification.

A reported symptom is the starting point of a claim, not automatically proof of a manufacturing defect. We assess the available evidence and operating conditions before establishing the outcome.

Sí. Our standard 12-month warranty also applies to customized and private-label products.

The warranty begins when the customer receives the goods.

For OEM/ODM products, claim evaluation is based on the approved product design, agreed technical specifications and intended operating conditions.

Brand owners and wholesalers should also establish how customer complaints, supporting evidence and approved remedies will be coordinated with our team.

Manufacturing-defect coverage should be distinguished from damage caused by external factors or use outside the product's specified conditions.

Examples that may fall outside ordinary manufacturing-defect coverage include:

• Accidental impact, crushing or severe mechanical damage.
• Damage from unsuitable voltage or power connections.
• Unauthorized modifications or improper repairs.
• Normal wear that does not constitute a covered defect.
• Operation beyond the product's specified environmental or electrical limits.

The applicable warranty terms determine any exclusions. If the cause is unclear, we can review the evidence before classifying the issue.

You can report a product issue through our Contact Us page or email sales1@wjwsy.com .

Begin with the purchase order reference, affected product model and a short description of the problem.

Include the affected quantity and any available photos, videos or test observations. Our team can then identify what further information or technical review is needed.

We provide an initial response within 48 hours after receiving your after-sales request.

Useful claim evidence identifies the product, describes the failure and shows its extent within the order.

Please prepare the following information where available:

• Purchase order or invoice number.
• Product model and specification.
• Affected quantity and inspected quantity.
• Batch, carton or production identification.
• Photographs or videos of the reported condition.
• Connected equipment and operating conditions.
• Any safe troubleshooting or test results already available.

You do not need to produce a complete engineering report before contacting us. Start with the evidence you have, and we can identify any additional requirements during review.

Not necessarily. An initial claim assessment can often begin with order records, photographs, videos and a description of the failure.

If the available evidence is insufficient, we may request representative samples for further examination. This does not always require returning the entire affected quantity.

Before sending any goods, please obtain the appropriate return instructions, including the receiving address, sample quantity and shipping arrangements.

Where practical, separate the affected units from products that have not shown the same problem.

Record the quantity inspected, the number of failures and the symptoms observed. Preserve relevant carton or batch identification.

For example, reporting 8 defective units among 200 inspected units provides a clearer starting point than reporting eight failures without an inspection quantity.

If the same failure appears repeatedly, share the pattern with us. We can review whether further sampling, investigation or product containment is appropriate.

Document visible damage or quantity discrepancies as soon as they are discovered.

For damage, photograph the outer cartons, shipping labels, internal packaging and affected products. Keep the packaging where practical.

For shortages, compare the received quantities against the packing list and transport records.

Notify us and the relevant carrier or freight forwarder promptly, particularly where the transportation arrangement includes a time limit for reporting claims.

We distinguish between manufacturing defects, transit damage and packing discrepancies because the investigation and responsible parties may differ.

First identify which function has failed: charging, data transfer or another supported feature.

If the cable shows no signs of damage or overheating, useful checks may include:

• Confirming the cable supports the required charging or data function.
• Checking connector fit and visible condition.
• Comparing operation with compatible, known-working devices.
• Recording the charger, computer or peripheral used during the failure.

Stop using a cable with exposed conductors, abnormal heat or severe physical damage.

Share your observations with us so we can determine whether the issue points to compatibility, equipment conditions or a possible cable defect.

If the product produces smoke, a burning smell, abnormal heat or visible electrical damage, stop using it immediately.

Disconnect power when it is safe to do so. Do not open the enclosure or continue operating a potentially unsafe unit.

For a functional problem without signs of danger, record the product model, input and output ratings, connected equipment and observed symptoms.

We can review this information to determine the appropriate technical investigation.

We compare the reported behavior with the product's approved specification and intended functions.

For example, a USB-C cable that was not designed for video output is not necessarily defective because it cannot connect an external display.

Likewise, a charger may deliver less power than expected when the connected device does not support the required charging protocol.

Model specifications, operating conditions and suitable test results help determine whether the product fails to meet an agreed requirement.

We begin by identifying the affected models, quantities, order references and common failure symptoms.

Depending on the problem, an investigation may include reviewing manufacturing and inspection information, examining representative samples or performing appropriate technical tests.

The aim is to understand whether the cause relates to materials, assembly, design, handling or operating conditions.

When a root cause is established, corrective measures and any required follow-up verification can be considered.

We provide an initial response within 48 hours of receiving your after-sales request.

Our initial response is a direct reply from our team. It may acknowledge the reported problem, request supporting information or outline the next steps.

The investigation itself may require additional time, depending on the type of problem and evidence available.

A claim investigation may involve:

1. Reviewing your order and complaint details.
2. Checking photographs, videos or test observations.
3. Examining representative samples when necessary.
4. Evaluating the findings and discussing a resolution.

We communicate the relevant next steps as the review progresses. Completion of an investigation or remedy depends on the issue and required actions.

Once a manufacturing defect is confirmed, the appropriate remedy is evaluated according to the affected products, claim findings and applicable warranty terms.

Potential solutions can include:

• Replacing verified defective units.
• Repair or rework where technically practical.
• An agreed credit or commercial adjustment.
• Another remedy provided by the relevant sales or warranty agreement.

The remedy should reflect the confirmed extent of the defect and the conditions of the order.

Returns of non-defective products are handled differently from warranty claims involving confirmed manufacturing defects.

For international B2B orders, eligibility depends on the sales terms and circumstances of the request.

Customized or private-label products may have additional restrictions because they were manufactured to approved customer requirements.

If you wish to return a non-defective product, please contact us first with the order reference, product condition, quantity and reason.

We can then review whether a return or exchange arrangement is available.

Freight responsibility depends on the reason for the return and the agreed claim conditions.

For a confirmed manufacturing defect, return or replacement freight may form part of the agreed remedy.

Where a buyer requests the return of non-defective products, the cost arrangement may be different.

International returns can also involve customs documents, import charges and additional handling.

We recommend establishing the receiving address, shipping method and cost responsibilities before any goods are dispatched.

For an approved replacement, we first establish the affected model, replacement quantity and approved product specification.

We then review availability, whether additional manufacturing is required and the appropriate shipping arrangement.

Where practical and agreed, replacements may be coordinated with a future shipment or dispatched under a separate arrangement.

International replacement shipments may require relevant shipping and customs documentation.

If you distribute our products or sell them under your own brand, after-sales claims can be coordinated through the agreed B2B support arrangement.

We recommend consolidating customer feedback by product model, purchase order, failure type and affected quantity.

This helps distinguish isolated incidents from patterns that may require further batch investigation.

Responsibilities for communicating with end customers, administering warranties and providing replacements should be defined between the brand or distributor and WJW.