Handling returns or defects with pieces from a custom OEM order requires a clear, pre-established process to minimize disruption. The first step is always to refer to the Quality Control (QC) and Returns clauses detailed in your manufacturing agreement. Upon receiving the shipment, conduct a thorough inspection against the approved samples and specifications. If you identify defective or non-conforming parts, immediately document the issues with photos, videos, and a detailed written report.

Formally notify your OEM partner through the designated channel, usually by initiating a Return Material Authorization (RMA) request. The manufacturer will typically provide an RMA number and instructions for returning the faulty pieces. A professional OEM will investigate the root cause—whether it was a material flaw, machining error, or deviation from the design—and present their findings.

The resolution depends on the agreement's terms and the defect's severity. Common outcomes include the manufacturer shipping replacement units at their cost, offering a credit for the defective pieces, or, in cases of minor defects, a price concession. For ongoing orders, a corrective and preventive action (CAPA) plan is crucial to ensure the flaw is not repeated. A reliable OEM partner views this process not as a conflict but as a vital part of continuous improvement, working transparently to uphold quality standards and strengthen the business relationship.