QUALITY CLAIM POLICY
1. Summary
- Claims must be submitted within 7 calendar days of delivery.
- Photographic evidence and batch identification are required.
- Approved claims may result in replacement or refund at ERHAI’s discretion.
2. Scope
This policy applies only to:
- Fulfillment errors (wrong item, missing item)
- Verified manufacturing defects
- Severe packaging failure during transit
Normal wear, fish damage, storage-related deformation, or expected material softness are not considered defects.
3. Claim Submission Window
All quality-related claims must be submitted within 7 calendar days from confirmed delivery date (carrier tracking timestamp).
Claims submitted after this period will not be accepted.
No exceptions apply.
4. Required Documentation
To initiate a claim, customers must provide:
- Order number
- Clear photos of: Outer parcel (if applicable), Product packaging (unopened if possible), Affected product
- Visible batch code (if printed on packaging)
- Description of the issue
Incomplete submissions may be declined without review.
5. Fulfillment Errors
Examples include:
- Incorrect SKU shipped
- Missing unit in multi-pack order
- Quantity discrepancy
If verified:
- Replacement will be shipped at no additional cost; or
- Refund issued for the affected item.
Return of incorrect item may be required. If so, ERHAI will provide instructions.
6. Manufacturing Defects
Manufacturing defects are limited to:
- Severe structural failure prior to use
- Significant molding deformity rendering product unusable
- Packaging seal failure causing product contamination
The following are not manufacturing defects:
- Minor cosmetic variation
- Slight shape difference due to material softness
- Damage caused by hook insertion
- Deformation from improper storage (heat exposure)
- Wear from fish strikes or use
7. Transit Damage
If outer packaging arrives visibly damaged:
- Photograph before opening
- Retain all packaging materials
Failure to document before disposal may void the claim.
Carrier investigation may be required before resolution.
8. Resolution Process
After review:
- ERHAI may approve replacement, partial refund, or full refund.
- Resolution type is determined solely by ERHAI based on evidence.
Approved replacements are subject to inventory availability.
If the item is out of stock, a refund will be issued instead.
9. Investigation & Abuse Prevention
ERHAI reserves the right to:
- Request additional documentation
- Deny repetitive or abusive claims
- Refuse service in cases of suspected fraud
Multiple claims under the same account will trigger manual review.
10. Liability Limitation
ERHAI’s liability for approved claims is limited strictly to:
- Replacement of affected product; or
- Refund of the original purchase price of the affected item.
ERHAI is not liable for:
- Consequential loss
- Indirect damages
- Fishing outcome or performance expectations