Claim warranty repair costs from a Chinese factory
Submit a claim register linking each repaired unit to its purchase record, diagnosis, factory approval, labour, parts, invoices and successful completion tests. Separate agreed costs from disputed or excluded items, and request written settlement confirmation. Cambridge China Bridge can help organise the evidence with its staff in China.
Establish the basis for reimbursement
Start with the factory warranty terms, purchase agreement and correspondence accepting UK repair costs. Identify the relevant promise and attach the actual wording. A completed repair and an invoice show work and cost; they do not establish that the factory agreed to reimburse it. This guide organises a commercial request without assessing enforceability.
For UK consumer customers, rights to free repairs or replacement do not depend on having a warranty or guarantee. Keep that customer-facing issue separate from your factory claim. For related questions, see claims after a warranty expires and warranty administration with a UK sourcing seller.
Make each repair traceable
Create a claim register with a separate reference for each repair. Record the factory purchase order, invoice, product model, serial or batch reference, customer sale reference, sale date, fault report date and repair completion date. Link every attachment to the corresponding claim reference. Remove customer contact details that the factory does not need.
Include the technician's job sheet, reported symptoms, tests performed, results and diagnosed cause. Distinguish observed findings from suspected causes. Attach labelled photographs of the unit, identification label and failed component. Explain how the findings relate to the supplied product rather than transport damage, installation or use. See defect photographs for related image guidance.
Match labour and parts to authorisation
Attach the factory's written approval showing who approved the work, when, and what was covered. Match the completed work against approved labour rates, time allowances, parts, carriage and any spending limit. Include later approvals for changes. Where approval is missing, label the cost as awaiting retrospective acceptance and explain why the repair proceeded.
For labour, provide the technician's task descriptions, actual time and calculation. For parts, show component references, quantities, source and cost, including parts drawn from your own stock. Record whether the factory supplied replacements free of charge. Attach completion tests and evidence that the repaired unit was returned or made available to the customer.
Reconcile invoices and exclusions
Attach itemised repairer and parts invoices, relevant payment evidence, and your claim calculation. For in-house repairs, provide job records and the agreed charging basis instead of presenting an internal estimate as an external invoice. Show currency, any conversion basis, VAT treatment and whether each invoice is paid or outstanding. Explain any tax amount included in the request.
Keep excluded and disputed costs visible but outside the agreed subtotal. Identify goodwill work, upgrades, unrelated servicing, repeat visits, customer compensation and damage attributed to use or installation. State the evidence and factory term supporting each exclusion; do not assume every warranty has the same exclusions. Deduct supplier credits, free parts and other recoveries covering the same expense.
Working out your own order? Send us the product on WhatsApp and we reply the same working day: WhatsApp us
Submit a pack the factory can decide on
Send a summary, claim register and indexed attachments. State the requested amount and currency, proposed settlement method and requested response date. Ask the factory to mark each claim and cost item as accepted, queried or declined, with a reason. Resolve missing evidence by reference to the affected repair rather than resending an unexplained bundle.
Obtain written confirmation of the accepted claims, amount, payment or credit arrangement and any remaining dispute. Record actual receipt or application of credit before closing the claim. Describe partial settlement as partial, and flag any proposed wording that would close unresolved claims for review before accepting it.
Frequently asked questions
Is a repair invoice enough to claim from a factory?
An invoice shows a charge. Add unit identifiers, diagnosis, approval, job records and completion tests so the factory can assess responsibility and the amount requested.
Can I claim repairs completed without factory approval?
Submit them separately for retrospective acceptance. Explain why work proceeded and attach the evidence. Do not describe unapproved costs as already agreed.
How do I claim for our own technicians and stock parts?
Provide task records, actual labour time, the agreed charging basis, stock issue records and component costs. Identify free factory parts and deduct overlapping credits.
What if the factory accepts only part of the claim?
Request an itemised decision with reasons. Record the accepted settlement separately and keep disputed items open unless you agree to close them.