Quality & Claims Policy

This policy outlines the terms for quality assurance, claims, and resolutions for all B2B (Business-to-Business) lumber and wood product sales from Philippines Wood. As we do not conduct e-commerce transactions, this policy replaces a standard "Refund Policy."

1. Quality Assurance

Philippines Wood commits to providing products that meet the exact specifications as outlined in the mutually signed Sales Contract and Purchase Order (PO). All lumber is graded, milled, and inspected prior to shipment to ensure compliance with agreed-upon standards for species, dimension, moisture content, and grade.

2. No Refunds on Shipped Products

Due to the nature of international bulk freight, logistics, and customs, **all sales are final once shipped**. We do not offer refunds on products that have been dispatched from our facility or loaded for transport.

3. Claims & Resolution Process

We stand by the quality of our products. In the event that the received product does not meet the specifications detailed in the Sales Contract, the client must follow this claims process:

• Notification: The client must notify their Philippines Wood sales representative in writing (email) within 14 days of the cargo's arrival at the destination port.
• Documentation: The claim must be accompanied by clear, high-resolution photographs, a detailed description of the non-conformity, and a copy of the official inspection report (if any).
• Verification: Philippines Wood reserves the right to appoint a third-party inspector at the destination port to verify the claim.

4. Valid Claims & Resolution

A claim is considered valid only if the product is proven to be non-compliant with the specific, written terms of the Sales Contract. Natural variations in wood grain, color, or texture that do not affect structural integrity or specified grade are not considered grounds for a claim.

For valid claims, Philippines Wood will, at our sole discretion, offer one of the following resolutions:

• Partial Credit: A credit for the value of the non-compliant portion of the order, to be applied to a future order.
• Partial Replacement: Inclusion of replacement product on a future order (shipping costs to be negotiated).

Our liability is strictly limited to the value of the non-compliant goods as per the invoice price. We are not liable for any consequential damages, labor costs, or project delays.

5. Contact

All claims and quality-related inquiries must be directed to your sales representative or to sales@philippineswood.com.