Q1: Why do you offer free standard samples but charge for custom samples?
A1: Standard samples are an investment in marketing and reducing pre-sales friction. Custom samples are a specific production act—they involve material formulation, machine setup, and labor for a single client’s unique request. The fee ensures this dedicated resource is used for serious projects only.
Q2: Can we destroy or return a custom sample if it’s not right, and get a redo?
A2: The custom sample fee covers the cost of producing one sample batch to a specification. If it does not match your expectation, we analyze why. A “redo” may be possible, but it typically involves a second fee, as it constitutes another production act.
Q3: What is the real purpose of the sample in your quality assurance process?
A3: The sample serves as a physical contract. Your approval of the sample is our definitive instruction to proceed. It protects both parties by providing an unambiguous reference for color, texture, and quality that the full order must match, forming the basis of any warranty claim related to appearance.
Q4: How do you prevent a client from using a free sample to reverse-engineer your product?
A4: The sample is a finished product. The true value lies in our integrated manufacturing process, material formulations, and operational efficiency that delivers consistent quality at a specific MOQ and lead time—these are not replicable from a physical sample alone.
Q5: If we love a standard sample but want it in a slightly different sheen, is that a custom order?
A5: Yes, any change to the standard finish (gloss level, texture) is considered a custom request. It would require a custom sample process (likely with a fee) and be subject to the associated project MOQ, as it involves a different production setup.
