Factory says a defect is normal: what should I do?
Ask what the factory means by 'normal' and which agreed acceptance limit supports that view. Compare the affected goods with the approved reference under matching conditions, then request an explanation of the specific discrepancy. Cambridge China Bridge can help buyers organise this comparison through its staff in China.
Identify the boundary being disputed
‘Normal for our process’ does not answer whether the goods meet your agreed acceptance boundary. Pull out the relevant specification revision, approved sample and defect limit. Identify the exact feature in dispute, such as a scratch on a visible surface, uneven colour or a loose fitting. For setting the boundary before production, see agreeing visual defect limits.
Ask whether the factory disputes the observation, your checking method or the acceptance limit. If the documents leave this feature undefined, acknowledge the gap and agree how to assess the current batch. Do not present a newly proposed preference as an already agreed requirement.
Make the evidence comparable
Photograph the approved reference and affected goods under matching lighting, distance, angle and background. Include the whole item and a close view of the disputed area. Identify the sample, batch, carton and item so the factory can find the goods shown. Keep original files and retain the affected items without polishing, repairing or otherwise changing them.
For a dimensional or functional disagreement, record the equipment, measurement points, setup and test conditions. Ask the factory to repeat the check on the same retained item where possible. A different item or method may explain conflicting results. Use checking factory measurements for the measurement checks.
Ask for an explanation of the discrepancy
Send a focused request: ‘The approved reference and agreed limit are attached. The identified batch item shows the marked difference under the recorded conditions. You have described this as normal. Please identify the acceptance criterion you used and explain how this item meets it. If your checking conditions differ, please show them so we can repeat the comparison.’
Ask for annotated photographs, measurements or a demonstration tied to that item. ‘Other customers accept it’ and ‘this always happens’ describe factory practice; they do not explain the discrepancy against your agreement. Keep unrelated complaints out of this exchange and agree when the factory will provide its evidence.
Choose the next check from the reply
If matching conditions remove the difference, record the shared checking method. If the item falls outside the agreed boundary, ask the factory to identify affected stock and propose sorting or rework, followed by a repeat check. If the evidence remains inconclusive, agree an independent inspection brief covering the disputed feature. See quality inspection explained for inspection arrangements.
Keep safety concerns separate from a cosmetic negotiation. UK consumer products should only be sold once compliance with product safety regulations has been appropriately demonstrated. If the disputed feature could affect safety, set affected stock aside and seek a competent assessment rather than treating a discount as the resolution.
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Record the decision without moving the boundary
Close the exchange with a written record of the reference used, checking conditions, finding, affected stock, agreed action and evidence needed before release. Ask the factory to confirm who will carry out the action and when. Request an explicit buyer decision on release rather than letting the discussion end with ‘understood’. For recurring problems, see our guide to which supplier defect to fix first.
If you choose to accept a cosmetic departure, identify the affected batch and exact exception. State whether the original boundary remains in place for future orders. Use approving cosmetic defects for a batch to document that decision without silently changing the specification.
Frequently asked questions
What if the factory says all customers accept it?
Ask which criterion agreed for your order permits it. Other customers' preferences do not explain whether your goods meet your acceptance boundary.
What if we never agreed a defect limit?
Identify what the specification and approved sample actually establish. Acknowledge any gap, agree a checking method and negotiate the batch decision without claiming a new limit was already agreed.
Are photographs enough to prove a defect?
They can support a visible comparison when conditions match. Retain the items and original files. Dimensions, function or safety concerns may need measurements, demonstrations or testing.
Should I accept a discount for the defect?
Decide only after establishing the departure and affected stock. Record any cosmetic concession for that batch. If safety could be affected, seek a competent assessment before considering release.