A quality claim against a textile supplier is handled by documenting the fault with photographs and measurements within the notification period in your contract, telling the supplier in writing, and then agreeing a remedy such as rework, a discount, replacement or a credit against the next order. The claim succeeds or fails on evidence, so the retention samples, inspection reports and packing records you kept earlier do most of the work. Indian suppliers generally settle fair claims when the evidence is clear and the relationship has a future. Vague complaints sent weeks after arrival, with no samples and no figures, rarely go anywhere.
Act within the notification period
Most purchase contracts give the buyer a fixed window after arrival, often somewhere between two and four weeks, to notify defects. Check the clause before you do anything else, and send a written notice inside that window even if the full inspection is not complete. The notice should identify the order, the styles affected, the nature of the fault and that you reserve the right to claim. A later, detailed claim can follow once you have the numbers.
Build the evidence file
- Photographs of each defect type, with a ruler or measuring tape in frame, and of carton markings so the goods can be tied to the shipment.
- Measurement tables against the size specification, using the same points of measure as the pre-shipment inspection.
- A count of pieces checked and pieces found defective, by style and size, so the claim can be expressed as a percentage rather than an impression.
- The sealed retention sample and counter-sample from approval, which show what was agreed and whether the goods match it.
- The third-party inspection report, if one was issued, and any inline reports showing when the fault first appeared.
- Test reports from an accredited laboratory for faults such as shrinkage, colour fastness or fibre content, where the defect is not visible.
Agreeing the remedy
Once the supplier has the file, propose a remedy that fits the fault. Minor cosmetic defects are often settled with a discount or a credit note against the next order. Measurement or construction faults may justify rework at the supplier's cost, either locally or by returning the goods, though return freight usually makes replacement or credit more practical. Wrong labels or missing components can be fixed with replacement trims sent by courier.
Put the agreed remedy in writing, with dates and amounts, and link it to a document such as a credit note or an amended invoice. If the supplier disputes the claim, a joint re-inspection of retained cartons by an independent inspector is usually the fastest way to resolve it. Keep the tone factual, since a supplier who feels accused rather than informed will dig in, and you may need the same factory next season.
How we handle it
At Creston & Co we hold sealed counter-samples on both sides and keep photographed inline and final inspection reports, which become the evidence file if a claim arises. We help you prepare the claim documents, put them to the supplier in person and negotiate a remedy that both sides will honour. If you have a claim open now or want to reduce the chance of one, we offer a free 20-minute sourcing review.