Delivery, Quality Claims & Returns

This policy applies to B2B orders placed with Takara under a quotation, purchase order or commercial contract. Where the signed contract says something different, the contract prevails. It works together with the Terms of Service.

• Incoterms 2020: the delivery term (EXW, FOB, CIF or DDP) is set in each quotation and contract. Risk passes to the buyer at the point defined by that term.
• Lead time: stated in the contract and counted from approval of the golden sample and receipt of the deposit.
• Samples: sent by international express courier (such as DHL or FedEx); sampling and courier costs are paid by the client, as set out in the Terms.
• Documents: commercial invoice, packing list, bill of lading or air waybill, plus the test reports and certificates agreed for the destination market.
• Delays: handled as set out in the Terms (Cancellation & Damages).

Goods are inspected before shipment against the approved golden sample and the agreed specification. The sampling standard (AQL level) is set in each contract. The client, or an inspection company the client appoints, may attend. The inspection report is shared before the balance payment and handover.

Testing and certification depend on the destination market and sales channel; they are agreed at inquiry and confirmed in the contract. See Factory Vetting & Compliance.

Please report any defect within 7 days of receiving the goods at the delivery address named in the contract, to contact@takarahq.com or through the Partner Portal, with:

• the PO number and the bill of lading or air waybill;
• photos or video of the defect and of the carton labels;
• the number of units affected and how they were found.

Takara then follows the four-step claim process in the Terms (Claim Resolution): intake, review against the retained counter-sample and inspection records, a written remedy proposal, and a signed settlement record.

For a confirmed manufacturing defect, meaning goods that do not match the approved golden sample or the agreed specification, Takara will propose one of: repair or rework, replacement production, a credit note, or a partial refund. The remedy is agreed in writing.

Damage that happens in transit is handled through a claim with the carrier or cargo insurer, according to who carries the risk under the agreed Incoterm; Takara helps prepare the documents.

• Goods made to order (OEM/ODM, or carrying the client’s branding) cannot be returned for a change of mind, over-ordering or slow sales.
• Goods are returned only when agreed in writing as part of a remedy. Please wait for Takara’s written return authorisation before shipping anything back.

• Damage caused after delivery by handling, storage or use.
• Normal wear, or changes made to the goods after delivery.
• Differences within the tolerances in the contract, or that match the approved golden sample.
• Defects reported more than 7 days after the goods were received.