Order issues are reviewed against the approved project record.
Because products may be customized and sold under project-specific commercial terms, return, replacement, credit, and corrective-action handling follows the applicable quotation, contract, approved sample, specification, and inspection record.
Clear records keep the next step practical.
The applicable scope is confirmed against the project brief, quotation, approved sample, and written handoff.
Report the issue
Email service@dorapony.com with the order reference, affected quantity, batch or carton details, clear photos or video, and a description of the issue.
Evidence review
The service and quality teams compare the report with production, inspection, packing, and shipment records and may request representative samples.
Resolution
The response and any replacement, credit, rework, or corrective action are agreed in writing based on the verified scope and commercial terms.
Prevent recurrence
Where appropriate, the project team records the confirmed cause, corrective action, and follow-up checkpoint for the next release.
What stays in the project record
These inputs help both sides review the same scope before a decision or handoff.
| Topic | Typical input | How it is used |
|---|---|---|
| Order reference | Quotation, purchase order, batch, or carton | Include enough information to locate the project record. |
| Issue evidence | Photos, video, quantity, and affected components | Representative evidence helps the quality team assess scope. |
| Commercial terms | Approved sample, specification, and inspection record | The written project record determines the applicable response. |
Send the project reference to the right team.
Sales and OEM/ODM inquiries go to business@dorapony.com. Existing order or service questions go to service@dorapony.com.