How do you handle quality complaints?
Quality complaints are handled quickly and fairly through a formal 5-step process: register → investigate → verdict → resolution → preventive action. Our retained batch samples and QC records make verification objective.
Complaint Process
| Step | Action | Timeframe |
|---|---|---|
| 1. Register | Report with batch number, photos & issue description | Same day |
| 2. Investigate | Cross-check batch COA, retained sample & shipping records | 1-3 working days |
| 3. Verdict | Confirm whether the issue is product, transport or misuse | 2-5 working days |
| 4. Resolution | Replacement, rework, credit or technical guidance | Agreed after verdict |
| 5. Preventive | Corrective action in production/QC/process | Implemented & reported |
What We Need From You
- Batch number and production date (on the label or COA)
- Clear photos/videos of the issue (bottle, oil color, any damage)
- The test results you obtained (if any) and storage conditions
- Quantity affected and your preferred resolution
- Retained samples of every batch are stored for 36+ months for independent re-testing (we can also use a third-party lab you nominate)
- Transport damage claims are handled against the shipping documents (photos at receipt within 48h recommended)
- Our goal is resolution within 5 working days for quality issues; documentation and root-cause analysis are provided for serious cases
- Long-term customers have a dedicated QC contact for direct technical communication
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
