after-sale support

Overview

Unionfab handles after-sale issues through a documented review process. If you believe there is a quality issue, shortage, incorrect item, shipping-related damage, or another order-related problem, please contact Unionfab as soon as possible so the issue can be reviewed and an appropriate resolution can be determined.

After-sale requests are reviewed based on the confirmed order requirements, CAD files, drawings, material, process, finish, quantity, inspection requirements, and any other specifications agreed before production.

Order Cancellation

Cancellation requests should be submitted before production begins. Unionfab will confirm whether cancellation is possible based on the order status and any costs already incurred. Once production has started, cancellation may not be available.

If Unionfab confirms that a cancellation qualifies for a refund, the refund will be handled in accordance with the Refunds section below.

Issue Reporting Window

Please contact Unionfab within three days of receiving the parcel if you identify a product issue, shortage, shipping-related damage, incorrect item, or another order-related problem.

Early reporting helps preserve evidence, support internal review, and improve the chances of confirming the issue and arranging an appropriate resolution.

Information Required for Review

When reporting an after-sale issue, please provide:

Order number and part name or part ID
Quantity affected
A clear description of the issue
Photos or videos showing the problem

If the issue involves shipping-related damage or a shortage, please provide photos of the outer package, inner packaging, shipping label, affected parts, and any visible damage. Keep the packaging materials where possible in case the carrier requires them for its review. If another person received the parcel on your behalf, ask them to document any visible damage or shortage promptly. If the issue involves dimensional or specification concerns, please provide measurement results, drawings, specification references, or other supporting records where available.

Unionfab may request additional information if needed to complete the review.

Issue Review and Resolution

If an issue is verified and determined to be within Unionfab's responsibility, Unionfab will review the appropriate solution based on the issue type, part status, order requirements, and available evidence.

Possible resolutions may include rework, remake, replacement, return or exchange, refund where applicable, or another corrective action agreed by Unionfab and the customer.

Products that need to be returned, reworked, remade, or replaced will be handled after Unionfab confirms the issue and the resolution plan.

Eligible Cases

Unionfab may provide after-sale support when the reported issue is verified, reported within the required time window, supported by sufficient evidence, and related to the agreed specifications, confirmed order requirements, or Unionfab's manufacturing or fulfillment process.

Processing time for rework, remake, replacement, exchange, or refund review may vary depending on the part, process, material, quantity, finishing requirements, and inspection requirements.

Cases Not Covered

After-sale requests may not be accepted if the issue is outside Unionfab's responsibility or cannot be reasonably verified.

This may include situations involving customer design errors, incorrect files uploaded by the customer, missing or incorrect drawings or specifications provided by the customer, requirements that were not provided before production, changes requested after production started, or normal process marks, surface variation, or tolerance conditions that were within the agreed manufacturing scope or the standard general tolerances applicable to the selected process if no specific tolerance requirements were provided in advance.

It may also include damage caused after delivery by handling, assembly, storage, modification, installation, or use; shipping-related claims without sufficient photos or supporting documentation; or cases where delivery damage cannot be reasonably verified after receipt.

Refunds

If Unionfab confirms that a refund applies, the refund will be issued to the original payment method unless another arrangement is agreed in writing.

Refund processing time may vary depending on the payment provider, bank, credit card company, or payment platform. As a general reference, refunds are typically processed to the original payment method within 7 to 15 working days after Unionfab confirms the refund. The time for the funds to appear in the customer's account may vary by provider.

If the refund has not appeared in your account after the expected processing period, please contact Unionfab for assistance.

Before contacting Unionfab about a delayed refund, you may wish to check your bank or payment account, then contact your card issuer or payment provider to confirm whether the refund is still being processed. Processing and posting times vary by provider.

Returns and Return Instructions

Please do not return any product without receiving return instructions from Unionfab first.

If a return is required, Unionfab will provide the return address, return method, and any other relevant instructions after the issue and return arrangement have been confirmed.

Feedback and Suggestions

Unionfab welcomes feedback about its products and services. For suggestions, service concerns, or other comments, please contact the customer service team at hello@unionfab.com or contact your dedicated account manager. We will review the feedback and respond as soon as practicable.