After Sale Policy

Policy Description and Scope of Application

This policy applies to all steel structure products exported by our company (the Supplier) to overseas purchasers and engineering contractors (the Buyer), including but not limited to steel structure workshops, primary and secondary steel frames, pipe trusses, and related connecting accessories.

This policy serves as a valid annex to the foreign trade sales contract and has the same legal effect as the formal sales contract. In case of any conflict between the terms of this policy and the specific order sales contract, the text of the order contract signed by both parties shall prevail. By signing the sales contract, the Buyer is deemed to have fully read, understood, and agreed to all the contents of this after-sales policy.

Article 1: Warranty Period

1. For projects where the Buyer is responsible for on-site installation: The warranty period of the products is calculated from the date of issuance of the ocean Bill of Lading (B/L), with a duration of 18 months.
2. If the Buyer entrusts the Supplier with on-site installation: The start of the warranty period shall be postponed to the date when all installations are completed, and a period of 18 months shall be calculated from the date of formal signing and acceptance by the Buyer.

Article 2: Scope of Warranty

The warranty scope is strictly limited to defects in the Supplier's manufacturing and the raw materials themselves:

1. Material defects: Steel grades do not meet the agreement, and metal compositions exceed the tolerances allowed by the contract;
2. Manufacturing defects: Substandard welding quality, finished product dimensional deviations exceeding the tolerances allowed by the contract, and poor adhesion of the factory primer anti-corrosion layer.

Situations NOT covered by the warranty: a) Wear and tear, and material fatigue occurring during the normal use of the product; b) Improper installation, misaligned welding, on-site secondary cutting, or component modification implemented by the Buyer or a third party; c) Modification or secondary processing of the product by the Buyer without the Supplier's written approval; d) The occurrence of force majeure events stipulated in Article 7 of this policy; e) Under the premise that the anti-corrosion process meets the contract standards, corrosion caused by natural environmental factors such as marine salt spray and acid rain (corrosion caused by the Supplier's anti-corrosion manufacturing defects is not exempted here); f) Component impacts and scratches caused during secondary handling, storage, and on-site lifting of the goods.

Article 3: Boundary of Responsibility

• Supplier's Responsibility: In-factory raw material procurement, cutting, forming, welding, heat treatment, primer anti-corrosion, ex-factory dimensional inspection, relevant ex-factory testing, and provision of supporting ex-factory documents.
• Buyer's Responsibility: Project site foundation construction, on-site lifting and positioning, on-site welding operations, on-site topcoat anti-corrosion construction, pipeline connection, system debugging, and trial operation. The Supplier shall not be responsible for structural instability, deformation, or collapse caused by the Buyer's incorrect on-site construction schemes or construction sequences.
• Turnkey Model: If the contract stipulates a turnkey model (the Supplier undertakes on-site installation, welding, and anti-corrosion work), the above-mentioned corresponding on-site responsibilities of the Buyer shall be transferred to the Supplier, and the warranty acceptance shall be subject to the turnkey project acceptance documents signed by both parties.

Article 4: After-Sales Response Mechanism

a) Acceptance Channel: Customers submit after-sales applications through the designated email info@synjectsteel.com or the official website. The application should include a description of the problem, on-site photos, and product batch number information.

b) Response Time Limit:

• Emergency situations (involving structural safety, causing project shutdown, or posing environmental risks): Confirm receipt of the application within 24 hours, and issue a preliminary handling plan within 48 hours;
• General situations: Confirm acceptance within 24 hours, and issue a complete handling plan within 7 days, including repair, replacement shipment, or technical support plans.

c) Problem Classification:

• Emergency: Situations endangering safety, such as cracks in load-bearing main components or structural instability;
• General: Issues not affecting structural safety, such as surface primer peeling, minor dimensional deviations, or visual defects in welding spots.

d) Communication Method: Priority is given to remote handling via email and online video conferences; the Supplier reserves the right to choose and decide whether to dispatch engineers to the site based on actual circumstances.

Article 5: Handling Solutions

Based on the causes and severity of the defects, the Supplier may choose to adopt one or more of the following handling methods:

1. Repair: Implement welding repair, leak patching, or component correction at the Buyer's project site or the Supplier's maintenance base;
2. Replacement Shipment: For sporadic missing accessories such as bolts and connecting plates, or damages falling under the Supplier's manufacturing responsibility, the Supplier shall produce them free of charge and deliver them to the agreed departure location; relevant freight charges for the international segment and at the destination port shall be borne by the Buyer; the warranty period of the replacement accessories follows the original components and the warranty cycle will not be recalculated.
3. Exchange of Goods: An exchange of goods can only be executed when it is confirmed to be a fundamental manufacturing/raw material defect of the Supplier, and the product cannot achieve the usage function stipulated in the contract; the Supplier shall bear the reproduction costs; the disposal of old components, return transportation plans, and costs shall be negotiated separately by both parties; the Supplier has the right to prioritize repair, and if the repair fails to resolve the issue, then initiate the exchange of goods.

Note: Damages caused by the Buyer's storage, installation, or artificial modifications are not covered by the scope of free repair, replacement shipment, or exchange of goods.

Article 6: Cost Bearing

1. The production and packaging costs of the replacement goods shall be borne by the Supplier; the destination port freight, customs clearance fees, and inland transportation within the destination country shall be borne by the Buyer.
2. If the Supplier dispatches engineers to overseas sites, the engineers' working hour fees shall be borne by the Supplier; round-trip international air tickets, visa processing fees, local transportation, food, and accommodation shall all be borne by the Buyer.
3. Additional expenses incurred due to force majeure shall be handled in accordance with the rules in Article 7.

Article 7: Exemption and Force Majeure

Force majeure refers to objective events that cannot be foreseen at the time of concluding the contract, and whose occurrence cannot be avoided or overcome, including but not limited to: natural disasters such as earthquakes, floods, typhoons, and tsunamis; wars, armed conflicts, and terrorist attacks; government regulatory actions (embargoes, port closures); port closures and factory shutdowns caused by public health events; and other supply chain disruption events beyond the reasonable control of both parties.

In the event of force majeure, the affected party shall send a formal written notice to the other party within 48 hours. The performance period of the affected party's contractual obligations shall be correspondingly postponed, and no liquidated damages shall be calculated during the postponed period.

If the force majeure event continues for more than 60 days, either party may negotiate to modify or terminate the contract; force majeure does not exempt the Supplier from the quality warranty liability of the product itself that it ought to bear. Upon contract termination, the goods that have been delivered and for which the Buyer has paid shall be settled as they are; the undelivered portions shall be settled according to the actual production completion ratio.

Article 8: Dispute Resolution

1. This policy and the corresponding sales contracts are governed by the laws of the People's Republic of China.
2. Any disputes shall preferably be resolved through friendly negotiation; if negotiation fails, they shall be submitted to the Jining Arbitration Commission in the location of the Supplier's factory for arbitration. The default language of arbitration is Chinese; English may be used if both parties sign a supplementary written agreement.
3. The arbitral award is final and legally binding on both the Buyer and the Seller.

Prompt: If the overseas Buyer does not accept the arbitration and applicable law clauses of this article, they must propose written modification opinions before the signing of the sales contract, otherwise it will be deemed as full acceptance of all agreements in this article.

Article 9: After-Sales Time Limit and Evidence for Claims

1. Claim Period: Surface defects (shortage of goods, visible appearance damage) must be raised by the Buyer submitting a written claim to the Supplier within 30 natural days after the goods arrive at the destination port. Hidden defects (internal welding, inherent material problems) should be raised within the 18-month warranty validity period. Failure to submit a written claim within the time limit shall be deemed as the Buyer waiving the corresponding claim rights. The Supplier has fully prompted the Buyer regarding this claim time limit before signing.
2. Necessary Evidence: When initiating a claim, the Buyer must simultaneously submit complete evidentiary materials: ① Detailed written description of the fault; ② Clear photos or videos of the overall component and the defective parts; ③ Packing list, component steel seal, or product batch number; third-party inspection reports (such as weld flaw detection reports) must be provided when necessary. The Supplier has the right to refuse to process claim applications that cannot provide valid evidence.

Unfinished matters shall all be subject to the formal sales contract signed by the Buyer and the Seller.