Warranty & Order Protection

A pre-production sample can be provided before bulk production. Once approved by signature, email, or written confirmation, that sample becomes the golden sample and the quality reference for the order.

If bulk production shows a clear and verified deviation from the approved sample, Simtion will be responsible for rework, replacement, or an agreed credit.

We manufacture according to the artwork, specifications, logo files, colors, and production details approved by the buyer. Issues caused by incorrect original files, unclear color references, uncommunicated requirements, or late design changes are the buyer's responsibility.

Before production, we proactively review submitted files and provide practical risk alerts when we see potential production concerns.

The buyer warrants that all supplied logos, trademarks, graphics, and design elements are legally authorized for use. Any third-party intellectual property claim related to buyer-supplied artwork is the buyer's responsibility.

As the manufacturer, Simtion keeps customer designs and project files confidential and does not disclose them to unrelated third parties.

Sample orders can be paid by T/T or through a Shopify payment link when available. For bulk orders, payment terms are confirmed in the quotation or pro forma invoice before production starts.

Production rackets and paddles are manufactured to match the approved sample and confirmed specification. For carbon fiber products, our standard production tolerance is weight within +/-5g and balance point within +/-5mm unless another tolerance is confirmed in writing.

Products that clearly exceed the agreed acceptance range may be reworked, replaced, or rejected based on the confirmed inspection result.

Minor variation in carbon fiber weave direction, matte or gloss finish, and surface hue can occur because of material structure, temperature, humidity, and finishing process. These natural characteristics are not considered defects when they remain within the approved standard.

For controlled batch production, a color variation of Delta E <= 1.5 is considered acceptable unless a stricter standard is confirmed before production.

If outer cartons arrive intact but concealed shortage or product damage is found after delivery, please report the issue within 5 business days after receipt. Unpacking photos or video, carton labels, quantity records, and clear product photos are required for verification.

Verified concealed shipping claims will be compensated with replacement products, credit, or an agreed solution based on the order condition.

For defects confirmed as Simtion's responsibility, we may pre-ship replacements or reproduce the affected quantity with the next order without requiring return of the original units, helping reduce freight cost and project delay.

Long-term cooperation customers may receive reduced MOQ support for replenishment orders. After-sales replenishment can start from 50 pcs when product materials and production conditions are still available.

We warrant our rackets and paddles against confirmed defects in materials and workmanship for 12 months from delivery. Covered issues may include structural defects caused by materials or manufacturing process, such as cracking in non-impact areas or layer delamination confirmed by technical inspection.

Valid claims will be replaced at no charge or compensated by agreed order value credit according to the affected quantity and claim condition.

The following conditions are not covered by free warranty service:

• Normal wear, scratches, paint chips, fading, or cosmetic abrasion from use.
• Impact damage caused by hitting hard objects, ground contact, crushing, or misuse.
• Self-disassembly, modification, unauthorized repair, or altered product structure.
• Warping or deformation caused by extreme temperature, humidity, storage, or transportation conditions outside normal use.
• Damage caused by buyer-supplied design errors, incorrect specifications, or unapproved use conditions.

For quality complaints, our after-sales team provides an initial response within 24 business hours. A preliminary technical conclusion and proposed solution will normally be provided within 3 business days after receiving complete claim evidence.

Please provide order number, product model, quantity affected, clear photos or videos, a description of use condition, and any unpacking or inspection records. For batch issues, sample comparison photos and quantity records help speed up the technical review.