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Cooperation Goes Beyond Delivery, Service Runs Through the Entire Process

As a professional export factory specializing in supermarket display supplies and promotional props, VIGO DISPLAY firmly believes that high-quality products are the foundation of cooperation, and comprehensive after-sales service is the continuation of trust. We not only provide high-quality display solutions for global clients but also strive to solve various problems you may encounter during product use through professional and efficient after-sales service, ensuring every cooperation is worry-free. Below are details of our after-sales service policy to safeguard your procurement experience.

After-Sales Protection Scope

VIGO DISPLAY

Product Quality Issues

  • Material inconsistency: Actual product material does not match the order agreement or sample standard.
  • Craftsmanship defects: Production issues such as cracking, deformation, or coating peeling.
  • Size error: Dimensional deviation beyond the tolerance range agreed in the contract.
  • Functional failure: Problems like structural looseness or accessory damage that affect normal use.

VIGO DISPLAY

Packaging and Transportation Issues

  • Transportation damage: Product damage during transportation caused by improper packaging (requires proof of damage at logistics signing).
  • Quantity shortage: Actual received quantity does not match the packing list (must be reported within 48 hours after signing).

VIGO DISPLAY

Usage Guidance Support

  • Provide detailed installation instructions, user manuals, and video guides for all products, and answer operational questions during use.

After-Sales Service Timeframe

Quality Guarantee Period

 Free warranty service within 12 months from the date of product signing (customized products are executed according to contract agreement).​

Response Time

Preliminary solutions will be provided within 24 hours after receiving after-sales applications on working days.​

Processing Cycle

 Simple issues will be resolved within 7 working days, complex issues will be handled within 15 working days (special cases will be negotiated separately).

Problem Handling Procedure

VIGO DISPLAY

Problem Feedback

Clients submit problems through exclusive after-sales email, phone, or online form, and need to provide:

  • Order number, product model, and receipt date​.
  • Problem description (text explanation + clear photos/videos)​.
  • Relevant supporting materials (such as damaged delivery note, sample comparison chart, etc.)

VIGO DISPLAY

Problem Verification

Our after-sales team will verify the problem within 24 hours:

  • Check order information and product standards.
  • Analyze the cause of the problem and responsibility attribution.
  • Arrange technical personnel for remote evaluation if necessary.

VIGO DISPLAY

Solutions

Provide targeted solutions according to problem types:

  • Quality issues: Free replacement, repair, or return and exchange (both parties negotiate to choose the optimal solution).
  • Transportation damage: Free replacement of damaged parts or products after verification.
  • Size error: Products beyond tolerance range can be reworked or handled at a discount.
  • Usage questions: Provide one-on-one technical guidance or video teaching.

VIGO DISPLAY

Plan Implementation

  • After confirming the solution, we will immediately arrange production, replacement, or repair.​
  • Provide full-process progress tracking service to ensure problems are solved on time.
  • Conduct customer satisfaction follow-up after handling to collect improvement suggestions

Return and Exchange Policy

Return and Exchange Eligibility

  • Products have serious quality problems that cannot be solved through repair.
  • Bulk products have significant differences from confirmed samples that affect use.
  • Wrongly shipped or missing products caused by non-client reasons.

Return and Exchange Process

Step 1:

Submit return/exchange application and relevant supporting materials.

Step 2:

Both parties confirm return/exchange responsibility and method.​

Step 3:

Clients return products in the specified way (freight for quality issues is borne by us).

Step 4:

Complete inspection and handling within 3-5 working days after receiving returned products.

Step 5:

Arrange replacement of new products or process refund procedures.

Submit Application

Confirm Responsibility

Return Products

Inspect & Handle

Replace & Refund

Non-Returnable and Non-Exchangeable Situations

  • Products beyond the quality guarantee period.
  • Damage caused by improper use or storage by clients.
  • Products without original packaging or with unauthorized disassembly/modification.
  • Customized products without quality problems (except for special agreements).

Customer Feedback and Improvement

We value every client's feedback and have established exclusive channels to collect your suggestions on products and services:

  • Conduct regular customer satisfaction surveys​.
  • Establish after-sales problem database to targeted optimize production processes.
  • Continuously upgrade product design to reduce common usage problems.

Contact VIGO DISPLAY

We understand the importance of choosing the right products, which is crucial to your business. That's why we invite you to reach out to us. Whatever your objectives are, VIGO DISPLAY will help you achieve them.We are always available to provide you with customized solutions for display products.Don't hesitate to get in touch with our sales team.
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Transform Retail Spaces, Drive Sales Growth
Contact Person
Jerry Sheng
Name:
Jerry Sheng
Tel:

+0086-571-88601733

Email:
Address:
No. 15 Dongle Road, Changle Industrial Park, Jingshan Town, Yuhang District, Hangzhou , Zhejiang, China
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