How do you handle quality issues or defects?

How do you handle quality issues or defects?

How do you handle quality issues or defects?
Quality issues on gold plated jewelry are rare when production is properly controlled, and when something does go wrong it is handled directly, not through a ticket queue. Every order from Hengdian (HD) Jewelry passes two inspection points before dispatch, and any reported defect is reviewed case by case by our QC team through your one-to-one contact.
Inspecting an 18K gold plated ring with a jeweler's loupe

How we keep defects out of your order

Defect handling starts long before an order ships. Most problems can be prevented during production, so our process is built around controls rather than apologies:

In-house productionOur own factory in Shanwei, Guangdong runs 5 production lines with 14 processes controlled in-house, so plating, stone setting and polishing are never outsourced blind.
Factory-side checksEach batch is inspected on the line for plating finish, stone security and workmanship before it is released for packing.
Second QC at our warehouseGoods are re-inspected when they arrive at our Guangzhou warehouse, so anything missed at the factory is caught before dispatch.
Protective packingPieces are individually sealed in OPP bags to prevent scratching in transit; custom packaging is available from 10,000 pieces.
Cubic zirconia stud earrings laid out for quality inspection

What to do if you find a defect

  1. Contact your one-to-one account manager on WhatsApp with your order number. You deal with the same person from start to finish.
  2. Send photos or a short video of the affected pieces, plus the quantity involved out of the total received.
  3. Our QC team reviews the batch against inspection records and confirms what happened.
  4. We agree on the resolution with you directly. Every case is judged on its own evidence, and the outcome is confirmed in writing before anything is re-shipped.
Gold plated chain and ring placed in a tray for re-work checks

Details that speed up the review

The clearer the report, the faster the case closes. Include your order or invoice reference, the style code or product photos, clear images or video of the defect, and how many pieces are affected. Reports sent through our contact page reach the same team.

It also helps to know what plating can and cannot do. Our 18K plating over brass is applied at 0.1-0.3 micron, which is our own house standard rather than an industry-wide figure, and other thicknesses are available on request. Because plating is a surface finish, long-term satisfaction depends on wear and storage habits too - simple care routines prevent most reported issues before they start.

Do you inspect every order before shipping?

Yes. Production is inspected at our factory and checked a second time at our Guangzhou warehouse before dispatch.

What should I include when reporting an issue?

Your order number, the style or photos of the item, clear photos or a short video of the defect, and the quantity affected.

Can I check quality before ordering in bulk?

Yes. For stock designs we offer 5-7 free sample pieces; you cover the freight and we ship once it is arranged. Stock MOQ is 6-12 pieces per style, and our current range of 40,000+ items is listed on the products page.

Who handles my case?

Your one-to-one account manager coordinates the review end to end, supported by the QC team that inspected the batch.

Found an issue, or want a detail confirmed before ordering?Message us on WhatsApp and get a direct answer from the team that inspects every batch.Contact Us on WhatsAppLearn more about our factory or send an inquiry.