Damaged Goods from Asia? Here’s How to Handle a Claim Efficiently

Importing goods from non-EU countries, especially from Asia, is an attractive option for many entrepreneurs who want to obtain products at better prices and strengthen their competitiveness. However, this strategy also comes with risks – one of them being the delivery of damaged or non-functional goods that require a complaint. How can you handle such claims effectively, and what steps can help prevent losses?

Prevention: The Best Solution to Complaints

Handling a complaint when importing from Asia is rarely simple. The most reliable way to avoid problems is to minimize risks before placing the order.

A key element of prevention is the proper selection of the supplier. If a company is contacted remotely – via a website, catalog, or B2B platforms like Alibaba or Made in China – one must consider that not every supplier is a real manufacturer. Some are merely intermediaries, which can lead to varying product quality and more complicated complaint procedures.

The biggest risk is cooperating with a fraudulent supplier who takes the deposit and never delivers the goods. In such cases, it’s no longer a complaint but a total loss. Therefore, it’s highly recommended to work only with verified manufacturing companies that control their own production. The verification should be done by an independent party – relying solely on information from the supplier or impressions from trade fairs can be risky.

Filing a Complaint When Defects Are Found in Asia

When ordering from a new supplier, it’s wise to think ahead about potential issues – from production defects to damage during transportation and agree on clear warranty terms in advance.

A crucial step is to inspect the goods before shipment, ideally through a third party. Photos and videos from the supplier often show only flawless products while hiding the defective portion of the batch.

Why is this step so important? Most Asian suppliers are paid before the goods are shipped. If defects are discovered only after delivery, it’s very difficult – and often unsuccessful – for a foreign company to claim compensation. However, if the issues are detected in the factory, before the full amount is paid, you can demand repairs or replacements at the supplier’s expense.

Protection During Transportation

After a successful inspection and confirmation that everything is in order, the shipment can proceed. To stay protected against potential damage during transport, it’s recommended to insure the shipment directly with the carrier.

Once the goods arrive, they should be checked immediately. If any damage is found, and transport insurance is in place, the situation can be handled as an insurance claim, allowing the importer to receive compensation covering both the damaged goods and related freight costs.

Filing a Complaint After Delivery

Pre-shipment inspection and transport insurance greatly reduce risks, but they don’t eliminate them completely. Some defects may appear only during use. If the importer and manufacturer have agreed on a clear complaint procedure, the process becomes much easier. Because returning goods to Asia is costly and time-consuming, complaints are usually handled through photo documentation. The supplier then sends replacement items – either express by air or included in the next shipment.

For more complex products, such as machinery or technological equipment, the manufacturer may send only the required spare part after a remote diagnosis. In some cases, if the equipment cannot be repaired in Europe, it’s sent back to Asia by air for repair at the manufacturer’s expense.

The Importance of a Reliable Partner

A trustworthy manufacturer is key not only for handling complaints but also for providing spare parts that aren’t covered by warranty and naturally wear out over time. Although the importer usually pays for shipping these parts, the security of a stable long-term partner is a major advantage in international trade.

Key Principles for Handling Complaints on Goods from Asia:

1. Verify the supplier – work only with real manufacturers, ideally verified by an independent party.
2. Agree on warranty terms – before confirming the order.
3. Pre-shipment inspection – a third party can uncover defects that the supplier may not disclose.
4. Transport insurance – protects against losses caused during shipping.
5. Photo documentation – speeds up claim approval and replacement processing.

Complaints when importing from Asia are a common part of international trade. Their smooth resolution depends primarily on thorough prevention, careful supplier selection, and well-structured communication. Quality inspections before export, clear agreements, and quick responses when problems arise can significantly reduce losses and ensure that claims are handled efficiently and without unnecessary complications.

At Infinity Standard, we provide all these services in one place – supplier verification, order management and documentation, product inspection, transportation, customs clearance, and post-purchase support. Considering importing goods from Asia? Don’t hesitate to contact us!