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When the machine is not working properly, the following types of defects can slip by production:
Dry wipes: If one of the three valves isn’t firing properly, you can have a group of wipes that aren't dosed and are completely dry or potentially below our prescribed fill rate. These wipes will not work well and will cause smudges on your screen. You will not be happy and neither will we. If you experience this, please contact us and let us fix it.
Empty pouches: If the towel misfires and doesn’t make it into the pouch you'll have an empty pouch with formula only. Opening these pouches will make nothing but a mess. If you experience this, please contact us and let us fix it.
Lint: The material we use is extremely low linting and should not leave lint on your surface. This is very difficult to catch in production but can happen if the knives that are used to cut or splice the material are not sharp enough. If you experience a lint problem, please contact us and we'll make it right.
Splice: This is the rarest defect! We are considering offering a reward for anyone who finds this defect. In 15 years we've only seen it 2 or 3 times. You will get a pouch that has a wipe that is sewn or taped together in the middle. This happens when productions of the cloth are put together on one machine roll. This is a 1 in 100 million kind of situation. If it happens to you, please let us know and we will shower you with replacement product!
We estimate that our defect rate is less than 0.01% (calculated based on one of our SKUs selling 200,000 units in 2017, where we had less than 20 complaints of defective product).
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If you have encountered any issues or are less than satisfied with our product, please click here. Seriously, whatever happens, we've got your back.