You have invested months and thousands of dollars into your custom jeans¹ order. Then the shipment arrives, and you find flaws. This nightmare can destroy your launch and your brand’s reputation.

A true manufacturing partner protects you with a clear and fair defect policy². This includes a detailed definition of what counts as a defect, a simple claim process, and a commitment to replace, rework, or refund any items that don't meet the standard.

Nothing is worse than that feeling in your stomach when you open a box and find something wrong. I have been in this business for over 20 years, and I have seen it all.

I built my factory, DiZNEW, on the idea of partnership. A partnership means we are responsible for the quality we promise.

It is not just about making jeans; it is about standing behind our work. For designers like Dean, who put their entire brand vision in our hands, a defect is not just a mistake; it is a breach of trust.

That is why having a clear, honest conversation about what happens when things go wrong is the most important conversation to have before we sew a single stitch. It is the foundation of a healthy, long-term relationship.

What Qualifies as a Defect Under Your Terms?

You see a clear mistake in stitching, but your factory calls it an "acceptable variation." This gray area creates conflict and leaves you arguing over who is right, costing you time and money.

A defect is any item that does not match the approved "gold standard³" pre-production sample. We provide a detailed quality checklist⁴ that defines all errors in stitching, fabric, sizing, and washing.

The most important reference point in our entire process is what we call the "gold standard" sample. This is the final pre-production sample that you approve. Every single pair of jeans in your bulk order must match it.

A "defect" is anything that fails this test. We do not use vague terms. We use a detailed checklist broken down into categories so everything is clear and objective.

This way, there is no room for argument. A seam that is supposed to be straight but is wavy is a defect. A wash color that is two shades lighter than the approved sample is a defect.

We even cover the small details, like making sure the custom branded hardware is flawless. This document protects both of us and ensures we are always aiming for the same perfect result.

Defect Classification Checklist

Category	Common Defects
Stitching	Broken stitches, skipped stitches, incorrect thread color, uneven seam lines.
Fabric	Weaving flaws, color streaks, holes, contamination.
Sizing	Measurements outside the agreed tolerance (e.g., +/- 1 cm).
Wash & Finish	Incorrect color, uneven washing, failed hardware (e.g., broken zippers).

How Do I Submit Claims for Damaged or Incorrect Items?

You have found a batch of defective jeans⁵ and need to get it fixed. But the factory has a slow and complicated claim process⁶ that seems designed to make you give up and accept the loss.

Our claim process is direct and simple. You send us an email within 15 days of receiving your order. Attach clear photos or a short video showing the defect, and we will begin our review immediately.

When you have a problem, the last thing you need is more problems. That is why our process is built for speed and clarity. You do not need to fill out complex forms.

Just send a single email to your account manager. We ask that you report any issues within about 15 days of delivery, which gives you plenty of time for your own quality check.

The most important part is the documentation. Clear photos are usually all we need. If it is a functional issue, like a faulty zipper, a short video is even better.

Please also include the total number of affected units. Once we receive your email, we will acknowledge it within 24 hours and provide a decision on the claim within 3-5 business days.

For very large claims, we may ask you to ship back a few examples for our technical team to analyze, but usually, clear photos are enough.

What is the Guaranteed Turnaround Time for Replacements?

Your factory agrees that the jeans are defective and promises to replace them. But then your order gets put at the back of the queue, and you are stuck waiting another three months.

We guarantee that replacement orders⁷ are treated as our highest priority. We will either rework minor issues within two weeks or expedite a full replacement production run to ship within 30-45 days.

Our mistake should not disrupt your business. When we are at fault, we work fast to make it right.

The solution depends on the problem. If it is a minor issue, like a missing button or a small open seam, it is often fastest to have us rework the units.

We can typically complete this in 7-14 days. If the defect is major, such as an incorrect wash or widespread sizing errors, a full replacement is necessary.

We will immediately schedule a new, expedited production run just for your replacement units. We use the same materials and specifications, and our best teams work on it.

While making new jeans from scratch takes time, we prioritize it over other orders to get it done in about 30 to 45 days.

In some cases, if you cannot wait, we can also offer a credit on your account or a partial refund for the defective pieces.

Resolution Method	Guaranteed Timeline	Best For...
Rework	7 – 14 Days	Minor, fixable issues (e.g., button replacement).
Full Replacement	30 – 45 Days	Major, unfixable errors (e.g., wrong fabric, wash).
Credit/Refund	3 – 5 Business Days	Urgent situations where you can't wait for new stock.

Are Return Shipping Costs Reimbursed?

The factory confirms the defects and agrees to a return. But they expect you to pay for the expensive international shipping, which completely wipes out your profit margin on the order.

Yes, absolutely. If the defects are our factory's fault, we cover 100% of all associated shipping costs. You will not pay a single dollar to return faulty merchandise to us.

This is a simple rule for us: if we made the mistake, we pay to fix it. This includes all costs. You will never be asked to pay for shipping defective items back to our factory in Dongguan.

In fact, for large returns, our logistics team will often arrange the courier pickup directly from your warehouse to make it as easy as possible for you. In many situations, it does not even make economic sense to ship things back across the ocean.

If the photos clearly show the defect and the items are not salvageable, we will often issue a full credit or replacement and ask you to simply donate or dispose of the defective units. This saves everyone time, money, and hassle.

The key is that financial responsibility for our errors always rests with us, not with you. That is what a real partnership is all about.

Conclusion

A clear and fair defect policy² is not just a safety net. It is the signature of a manufacturer who believes in their quality and is committed to being a true partner in your brand's journey.

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