SYLO USA · Customer policies
Project Changes Cancellations and Nonconformity Policy
Approvals and commitments under these policies must be confirmed in writing by SYLO USA LLC through an authorized representative. This requirement does not limit customer rights or delay remedies required by law.
Changes and cancellation requests
Submit requests through the agreed company contact route. Custom materials and processing may involve committed inputs, development work, capacity reservations, and costs that cannot be recovered. The quotation must disclose any noncancelable commitments, cancellation calculation, and unused-payment disposition before acceptance. Cancellation, return and refund terms are agreed for the specific engagement and remain subject to applicable mandatory rights.
Evaluation of reported issues
Identify the affected material, component, lot, or service stage; the accepted requirement; the observed problem; and available supporting records. For analytical disputes, provide the sample identity, custody information, method, result, and relevant acceptance limit. The contract must define suitable testing and the review process. Testing requirements and reasonable reporting periods must be agreed for the relevant project rather than assumed from an unrelated material or process.
Returns rework and remedies
Do not return research materials or customer property without written authorization and handling instructions. Return restrictions depend on condition, hazards, traceability, and the accepted project terms; an agreed remedy need not require physical return. If a supplied item or service fails an accepted requirement, SYLO and the customer review the evidence and apply the agreed remedy, which may include correction, rework, replacement, credit, or refund as appropriate. Mandatory rights remain protected.
Decisions and records
Decisions and exceptions require company authorization through an authorized representative. Record the issue, evidence, relevant scope, decision, customer communication, and agreed next step. Do not delay mandatory remedies, safety communications, or legally required action merely because an internal approval is pending. Supplier or outside-provider reimbursement is separate from SYLO's obligations to its customer.