After-Sales Service Policy

ForndLock values the long-term user experience of every B2B project. We focus not only on the delivery quality of industrial locks, latches, hinges, handles, fasteners, and enclosure hardware, but also on providing clear, timely, and traceable after-sales support. Our goal is to help buyers, contractors, equipment manufacturers, and OEM/ODM customers reduce project risks and improve the stability of bulk applications.

Whether you need support with product selection, installation compatibility, quality feedback, spare parts, or technical documents, the ForndLock team will provide professional after-sales solutions based on the product model, order information, and actual application scenario.

Service Scope

ForndLock’s after-sales service applies to industrial locks and related enclosure hardware products purchased through official channels. The main service scope includes:

Quality Issue Handling Process

If customers find quality abnormalities after receiving products, please contact the ForndLock sales or after-sales team promptly. To help us evaluate and process the issue efficiently, please provide the following information when possible:

• Order number or purchase contract number
• Product model or product photos
• Quantity of affected products
• Description of the issue
• Clear photos or videos
• Outer carton, label, packaging, and batch information
• Actual application scenario or installation position

After receiving complete information, ForndLock will conduct an initial review and arrange technical evaluation, quality verification, or further communication according to the type of issue.

After-Sales Solutions

If the issue is confirmed by ForndLock to be caused by product quality, production, assembly, or packaging reasons, we will provide a reasonable solution based on the actual situation, including but not limited to:

• Usage or installation guidance
• Re-sending relevant technical documents
• Replenishment of missing accessories
• Replacement of affected products
• Compensation in the next order
• Repair or rework support
• Other solutions mutually agreed upon by both parties

The final solution will be determined based on product condition, cause of the issue, order terms, customer location, logistics cost, and project urgency.

Non-Quality Issue Statement

The following situations are generally not covered by ForndLock’s free after-sales service:

• Incorrect product selection by the customer or failure to select a suitable product according to actual working conditions
• Product damage caused by improper installation
• Use beyond the product’s designed load, temperature, protection rating, or application environment
• Unauthorized disassembly, modification, repair, or secondary processing
• Improper use, impact, extrusion, contact with corrosive media, or human-caused damage
• Rust, deformation, aging, or performance decline caused by improper storage conditions
• Reasonable wear and tear during normal use
• Issues caused by force majeure, third-party logistics responsibility, or factors beyond ForndLock’s control

For non-quality issues, ForndLock may still provide technical advice, spare parts support, or paid solutions according to customer needs.

Warranty Period

ForndLock provides reasonable quality assurance support for standard industrial hardware products. The warranty period for regular products is usually calculated from the shipment date, while the specific warranty period may be subject to product type, project requirements, order contract, or written agreement between both parties.

For OEM/ODM customized products, special material products, special surface treatment products, or special application projects, the warranty scope and period shall be subject to the technical documents, sample standards, purchase contracts, or order terms confirmed by both parties.

Return & Exchange Policy

As ForndLock products are mainly used for B2B industrial projects and bulk procurement scenarios, return and exchange policies will be evaluated based on product attributes and order types.

In general:

• Standard inventory products confirmed to have quality issues may be replaced or replenished after mutual confirmation.
• Customized products, special specification products, products with customer logos, and products manufactured according to drawings are generally not eligible for return or exchange unless the issue is confirmed to be caused by ForndLock.
• Products that have been installed, modified, used, damaged, or are no longer suitable for resale are generally not eligible for return or exchange.
• Return or exchange requests caused by incorrect customer information, wrong model selection, or project changes shall be handled through mutual negotiation, and related costs shall be confirmed by both parties.

Technical Support & Document Request

ForndLock can provide customers with product installation suggestions, selection references, technical documents, certification documents, test reports, and packaging information.

If you need documents for a specific product, please provide the product model, order information, application industry, and target market requirements. We will match the appropriate documents according to the actual situation to support your project review, procurement evaluation, bidding, export documentation, or customer audit requirements.

After-Sales Response Time

ForndLock will make every effort to provide timely responses. In general:

Actual processing time may be affected by information completeness, product type, testing requirements, logistics status, and holidays.

Contact the After-Sales Team

If you need after-sales support, please contact the ForndLock team through the website inquiry form or the following contact information. To improve processing efficiency, please include the product model, order information, issue description, and relevant photos or videos when contacting us.

ForndLock
Brand: ForndLock
Website: https://forndlock.com
Email: [email protected]
Phone: (+86) 195-3393-3853
Address: Xuzhou, Jiangsu Province, China

ForndLock will continue to optimize its after-sales service process and provide stable, reliable, and traceable industrial hardware supply support for global customers.