Claims
What to do when bronze arrives damaged or out of tolerance
Bronze arrived damaged or out of tolerance? What to photograph first, what counts as a fault in hand casting, and how re-cast or credit claims are settled.
Photograph the piece exactly as it arrived, still with its carton, before you unpack further. Send those photos to us on WhatsApp with the carton number from the packing list. A casting more than 5 cm off its specification, or damaged in packing, is re-cast or credited on your next order, and we do not ask you to ship a broken casting back across an ocean. If the crate was crushed in transit, you may also have a freight or insurance claim, and that clock usually starts on delivery day.
The first hour: record before you unpack
Most claims are settled or lost on the evidence from the first hour. Before anything is moved to the shelf:
- Photograph the container seal and the crates as they come off the truck.
- Write any visible damage on the delivery receipt before you sign it. "Received in good order" on a receipt is hard to argue with later.
- Photograph each damaged carton with its shipping marks readable.
- Open the carton and photograph the piece inside, still in its packing.
- Then photograph the piece on its own, next to a tape measure, from at least two sides.
Is it a fault or normal hand casting?
Not everything that looks different from the catalogue is a defect. This table separates the two:
| What you see | What it usually means | How it is treated |
|---|---|---|
| Height 1–3 cm off the listing | Normal variation in sand casting | Not a fault |
| Height more than 5 cm off | Casting fault | Re-cast or credited |
| Slight colour difference in patina between pieces | Hand finishing | Not a fault; compare with the approved sample |
| Bent crane leg, snapped candlestick arm | Impact in packing or transit | Damaged in packing: re-cast or credited |
| Crack at a leg or handle joint | Load point took a blow; these carry up to 8 mm of metal | Send close-up photos of the break |
| Cranes level with the censer instead of 5–7 cm taller | Pieces from different sets mixed in packing | Send photos of all pieces together |
Why a few centimetres is normal, and where the line sits, is covered in our guide to tolerances in hand casting.
How to send a claim that gets settled quickly
A claim we can read in one message is a claim we can settle in one message. Put these in the same WhatsApp thread:
- The order or proforma invoice number.
- The carton number and the line on the packing list.
- The photos from the first hour, in the order above.
- The measurement that is off, and by how much.
- How many pieces in the lot are affected, including how many are fine.
- Whether you want a re-cast or a credit on the next order.
The last number matters. "Three of 120 candlesticks bent" and "every candlestick bent" point to very different causes, one a single dropped crate, the other a packing method that needs changing.
Re-cast or credit: which to ask for
A re-cast suits a matched set, where a replacement crane has to sit beside the other four pieces. It goes through the normal casting window of 21–30 days plus finishing, and the timing of shipment is agreed with you. A credit on the next order suits single items you can sell short for a season. Either way, the photographed piece stays with you; there is no return freight to pay.
Transit damage and insurance
Who carries the risk in transit depends on the Incoterm on your invoice. Under EXW Nam Dinh and FOB Hai Phong, risk passes to you before the sea leg, so cargo insurance is yours to arrange. Under CIF, the seller buys the cover for the voyage. In both cases, carriers and insurers set short notice windows for damage, so read your policy and file with them in parallel with your claim to us. Ask for photos of the closed crates before loading as part of your pre-shipment inspection: they show what condition the goods left in.
Preventing the next one
Bronze rarely breaks in the middle of a wall. It breaks at legs, handles and thin arms, where weight and leverage meet. Good packing keeps load off those points and stops pieces moving inside the crate. A size 65 five-piece set weighs about 36 kg, so a crate of sets is heavy enough to shift if it is packed loose. Our guide to packing bronze for sea freight covers crating and ISPM-15, and the quality control page lists the checks each piece passes before it is packed.
Frequently asked questions
Do I have to send the damaged piece back?
No. Photographs with the carton are enough. Shipping broken bronze back across an ocean costs more than the casting.
Is 4 cm off a fault?
Send the photo and measurement. We compare it with the approved sample and your specification; 1–3 cm is normal and more than 5 cm is a fault.
Can a cracked piece be repaired locally?
Sometimes, by a local metalworker, but a repaired joint on altar ware usually shows. For a matched set we recommend a re-cast.
Who pays for transit damage?
That depends on your Incoterm and your insurance. Packing damage we can trace to our crating is re-cast or credited.
How fast will you reply to a claim?
Send it on WhatsApp during Vietnamese working hours and we answer on the same thread. Complete photos and numbers make the reply a decision rather than a question.
Planning an order and want the claim terms in writing first? Ask on WhatsApp at +84 926 199 999 or send your line list through the request a quote form. Terms, including how faults are handled, are written on every proforma invoice.