Your supplier shipped defective furniture. Here is what to do.
Photograph everything before you unpack or sell, count against the packing list, and work out whether the defect was made at the factory or happened in transit. Then send the supplier your evidence and the remedy you want, in writing, while you still hold any unpaid balance.
Six steps, in this order
- Document before you move anything. Photograph the container, the seal, the cartons as they come out and the damage, before goods are unpacked or sold. Keep the packaging.
- Count and measure. Count cartons and pieces against your invoice and purchase order, not only the packing list. For defects, check a random sample and record how many pieces are affected, so you can say what share of the order is defective.
- Work out where it went wrong. A defect made at the factory is a supplier issue; damage from loading or transit points to the forwarder or your cargo insurer. The table below shows the usual signs.
- Compare against what you ordered. Set each finding against the purchase order, the specification and the golden sample. A defect only counts if it breaks something you agreed in writing.
- Notify the supplier in writing. Send the evidence, the affected quantity and the remedy you want: replacement, repair, credit note or refund. Keep every message.
- Use the leverage you still have. Any unpaid balance, the next order, and evidence the supplier cannot dispute are what move a negotiation. For large claims or a dispute, take legal advice in your market.
To size a random sample of the delivered goods, use the AQL calculator. General information, not legal advice.
Made wrong, or damaged on the way?
Who you claim against depends on where the problem started. These are the usual signs.
| What you see | Usual cause | Evidence to keep | Claim against |
|---|---|---|---|
| Cracks, splits or joints opening in the first heating season | Wood shipped above its moisture limit, often after a cut kiln cycle, drying out in a heated home | Photos, moisture readings, the date it appeared, your PO moisture limit | Supplier |
| White haze or bloom on the finish when unpacked | Lacquer cured in humid weather traps moisture, which clouds the film in a hot container | Photos on opening, carton condition, finishing date | Supplier |
| Crushed cartons, broken legs, a crushed bottom tier | Poor stacking and dunnage at loading, made worse by weeks at sea | Photos before unpacking, container and seal condition, loading report if you have one | Supplier if loading or packing was below spec; your forwarder or cargo insurer for transit damage |
| Fewer cartons or pieces than invoiced | Counted at the factory against its own packing list, not your invoice | Your count against your invoice and PO, seal number intact on arrival | Supplier |
| Missing or wrong fittings in flat-pack kits | Kits packed against the wrong BOM | Kit counts against the bill of materials, photos | Supplier |
| Loose, wobbly or failed joints in use | Undersized tenons or missing corner blocks, often in subcontracted assembly | Photos, a description of the failure, how many pieces are affected | Supplier |
Move the check to before you pay
After delivery, the supplier already holds your money. Every check below happens while you still hold the balance.
- Supplier verification before the deposit: is this a real manufacturer at that address?
- During-production inspection at 20 to 50% complete, while defects are cheap to fix.
- Pre-shipment inspection before the balance payment, with the clause "Balance payable against passed pre-shipment inspection report."
- Container loading supervision: a witnessed carton tally and a photographed seal, the evidence a short-shipment or damage claim needs.
- Write your moisture limit, AQL and golden sample into the PO. The free inspection checklist lists what to specify.
Questions after a bad delivery
Who is responsible for cracks in wooden furniture after shipping?
Cracks and opening joints that appear six weeks to six months after delivery, in the first heating season, usually trace back to wood shipped above its moisture limit, which is a manufacturing issue for the supplier. Responsibility in practice depends on what your purchase order said: a written moisture limit, and readings taken before shipment, make the case.
How do I prove a container arrived short?
Count cartons against your invoice and purchase order on arrival, and photograph the seal before it is cut. If the seal number matches the one recorded at loading and the count is short, the goods were not loaded. A loading tally from the factory floor is the strongest evidence.
Can Qualis inspect the goods after they arrive?
No. Qualis inspects in India, before shipment and at loading. After arrival, the steps on this page help you document the problem; for the next order, an inspection before the balance payment moves the check to where you still have leverage.
Can I get my money back from an Indian supplier?
It depends on your contract, what you still owe, and the evidence you hold. Unpaid balance and clear written evidence are what usually settle a claim. For a large amount or a dispute, take legal advice in your market.
Does an inspection report help with an insurance claim?
A loading report gives the evidence set claims processes ask for: the container condition before loading, a witnessed carton tally, a photo sequence and the seal number. Qualis is not an insurer, but its reports have supported buyers' claims.
Order still at the factory and the inspection failed? Read what to do after a failed pre-shipment inspection.
Protect the next container
Tell us the factory, the product and the date. We reply with scope and a fixed quote within 24 hours.
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