We Stand Behind
Every Order.
From delivery to installation, we support you through every stage. If something doesn't meet expectations, tell us -- we'll investigate, confirm responsibility, and resolve it properly.
How We Handle Cases
investigate · confirm · resolveEvery case follows a structured process. We investigate before we conclude, and we confirm responsibility before we commit to a resolution. No assumptions, no shortcuts.
Submit Feedback
Provide order details, photos, video, and installation evidence via our form or directly to your sales contact.
Investigate
We review all evidence and categorise the issue: product, packing, transportation, installation, or usage.
Confirm Responsibility
We confirm which party is responsible before any resolution is offered. No premature commitments.
Resolve
Once responsibility is confirmed, we apply the appropriate resolution -- replacement, replenishment, credit, or compensation.
Issue Categories
5 root-cause areasBefore any resolution is discussed, we identify the root cause. Each category has a different investigation path and responsibility boundary.
| Category | Typical Issues | Key Evidence Needed | Responsible Party |
|---|---|---|---|
| Product | Colour deviation, thickness variance, surface defects, delamination, odour, pattern mismatch | Photos, batch label, measurement record | Manufacturer |
| Packing | Roll damage from inadequate wrapping, moisture ingress, label errors, mixed items in one carton | Unboxing photos/video, packing list comparison | Manufacturer |
| Transportation | Physical damage in transit, moisture damage, container condensation, short landing | B/L, container photos, survey report, exception note | Carrier / Forwarder |
| Installation | Bubbling, edge lifting, joint gaps, uneven surface, welding failure, subfloor moisture | Installation photos, subfloor moisture reading, adhesive spec used | Installer |
| Usage | Scratches from improper maintenance, chemical damage, overload beyond spec, indoor product used outdoors | Usage records, maintenance log, site photos | End User |
Responsibility is confirmed only after full investigation. Multiple categories may apply to a single case.
Responsibility First
We take after-sales seriously -- but we also take accuracy seriously. A fair resolution starts with an honest investigation.
Our commitment to you
- We respond to every submitted case within 24 hours.
- We investigate based on evidence -- not assumption.
- We confirm responsibility clearly before any resolution is proposed.
- Where our responsibility is confirmed, we act promptly and fairly.
Please note: No compensation, replacement, or credit will be committed to until responsibility has been confirmed through our internal review process. This protects both parties and ensures fair outcomes.
Resolution Options
When our responsibility is confirmed, we apply the most appropriate resolution based on the nature of the issue, order size, and your operational needs.
Replacement
Defective or non-conforming goods are replaced with correct product. Applicable when product or packing responsibility is confirmed and replacement is the most practical remedy.
Product · PackingReplenishment
Additional quantity is supplied to cover confirmed shortfall or loss. Applied when goods are short-landed, partially damaged, or confirmed missing from shipment.
Short Landing · Partial LossCredit
A credit note is issued and applied against a future invoice. Suitable when physical replacement is impractical or the issue is partial and the project has already been completed.
Partial Issue · Completed ProjectNext-Order Compensation
A discount or value adjustment is applied to your next confirmed order. Used for minor confirmed issues where immediate replacement or credit is not required.
Minor Issues · Ongoing RelationshipImportant
The resolution type is determined after investigation and responsibility confirmation. No resolution option is pre-committed before that stage is complete.
What to Prepare
faster evidence · faster resolutionThe more complete your evidence, the faster we can investigate and reach a conclusion. Here's what helps us most.
Order Information
- · Order / PI number
- · Batch or production lot number
- · Product name, specification, colour
- · Quantity affected vs. total ordered
Photos & Video
- · Clear photos of the issue area
- · Full-roll or full-pallet overview shots
- · Batch label / shipping mark close-up
- · Unboxing video if packing damage suspected
Installation Evidence
- · Subfloor condition before installation
- · Moisture reading (if applicable)
- · Adhesive or tape product used
- · Installation method and timeline
Shipping Documents
- · Bill of Lading reference
- · Container / delivery receipt photos
- · Exception note from carrier (if any)
- · Survey or inspection report (if arranged)
Usage Context
- · Application type (sport, commercial, gym)
- · Indoor or outdoor use
- · Maintenance products and frequency
- · Traffic level and load description
Timeline
- · Date goods were received
- · Date issue was first noticed
- · Date installation was completed
- · Project deadline (if applicable)
Document & Customs Support
Documentation issues don't end at the port. We support you through clearance, corrections, and any post-shipment paperwork that affects your project.
Commercial Invoice & Packing List
Corrections, reissues, and amendments handled promptly. We ensure product description, HS code, and declared values are accurate.
Bill of Lading
We coordinate with the forwarder on B/L corrections, consignee amendments, notify party updates, and telex release when needed.
Form E / Certificate of Origin
We prepare and provide Form E and other certificates of origin as required for preferential duty rates in your destination country.
Technical Data & Test Reports
We provide technical data sheets, EN 14904, BWF, FIBA, or other test reports required for customs clearance, tender submission, or consultant approval.
HS Code & Customs Classification
We confirm correct HS codes per product type and assist with any customs query related to product classification or declaration.
Direct Communication Support
If your customs broker or freight forwarder needs clarification directly from us, we can provide written confirmation, letters, or join a call.
Submit a Case
Use this form to report an issue with your order. Your sales contact will follow up within 24 hours. For urgent matters, contact us directly via WhatsApp or email.
WhatsApp / Direct Line
For urgent cases, reach your sales contact directly. Faster for sharing photos and video.
Send your full evidence package by email. Attach all photos, video, and documents in one message.
Ready for Your Next Order?
Once your case is closed and the project is complete, your sales contact is ready to support your next order -- same product, new specification, or an entirely new project.
Same Product Repeat
For the same product, colour, and specification -- we skip the introductory steps and go straight to stock check, price, and lead time.
New Project Support
New application, new sport, new site? We'll match the right product, confirm technical compliance, and support your project from spec to delivery.
Stock & Pricing Update
Stock levels, prices, and lead times change. Contact us before your next purchase to get the latest confirmed availability and reference pricing.
For repeat orders
What we'll confirm every time
- Product / Specification / Colour / Quantity
- Latest price / stock availability / lead time
- Payment and shipping terms / destination
- Packing requirements / documents needed
Your dedicated contact
One contact.
Full responsibility.
Your sales contact handles everything -- from the first inquiry through delivery, after-sales, and repeat orders. One person, full accountability, no handoffs.
Sportaflor · After-sales Support · sportaflor.com