Reply from ErsanailsOct 9, 2026
Thank you for sharing your feedback. We would like to clarify the circumstances of this case to ensure that the situation is accurately represented.
According to our delivery records, your order was delivered on September 12, 2026, but we did not receive your first report regarding the discoloration until October 7, 2026, nearly a month after delivery. As clearly stated in our published after-sales policy, customers must contact us within 7 days of receiving their order to report any potential manufacturing defects or quality issues so that our team can review the matter appropriately.
Despite the report falling well outside this timeframe, we were still willing to consider an exception and explore a possible after-sales resolution. However, we requested clear photographic or video evidence showing that the discoloration was already present when the product was received. This request was necessary to help us determine whether the issue was attributable to a manufacturing defect.
Unfortunately, the requested evidence was not provided. When a product has been in a customer's possession and may have been used over an extended period, it is not possible for us to establish the original condition of the item or determine what factors may have contributed to the discoloration. Various factors, including application, removal, storage, wear, or exposure to certain chemicals, may potentially affect a product's appearance. Without sufficient evidence, it would be inappropriate to automatically classify the issue as a manufacturing defect.
We understand that you are disappointed with the outcome. However, a request for a free replacement does not, by itself, establish that a product was defective upon arrival. Fair and responsible after-sales service requires us to assess each case based on the applicable policy and the evidence available, rather than automatically approving compensation when the cause of an issue cannot be verified.
Our decision was not made simply because you reported discoloration, nor was assistance refused without consideration. We reviewed the circumstances, explained the limitations of assessing an issue reported nearly a month after delivery, and offered to consider an exception despite the expired reporting window. Unfortunately, without the necessary evidence, we were unable to verify a manufacturing defect or authorize a free replacement.
We remain committed to treating our customers fairly and providing assistance in accordance with our published policies. We appreciate feedback from our customers, but we must also apply reasonable and consistent standards when evaluating quality claims.
