How are complaints and quality issues handled for this eucalyptus leaf oil?
Quality complaints are rare, but when they occur we follow a structured, documented procedure: acknowledge quickly, investigate with retained samples and batch records, and resolve fairly — replacement, credit, or return.
Complaint Procedure
| Step | Action | Time target |
|---|---|---|
| 1. Report | Contact your sales contact with order number, batch number and issue description + photos | Day 0 |
| 2. Acknowledge | We confirm receipt and assign a case number | Within 1 working day |
| 3. Investigate | We review batch records, COA, retained sample; third-party test if needed | 3-7 working days |
| 4. Conclusion | Root cause determined and shared with you in writing | With investigation |
| 5. Resolution | Replacement, credit note or return per the agreed terms | Within the agreed period |
- Typical complaint categories: off-spec parameters, packaging damage in transit, labeling issues, documentation errors
- Keep the original packaging and a sealed sample of the delivered lot for inspection
- For transit damage claims, document with photos and report to us and the carrier within the carrier's deadline (usually 3-5 days)
- Resolution options: free replacement of the affected quantity, credit against the next order, or return and refund
- We log every complaint into our quality system and apply corrective actions to prevent recurrence — transparency is part of our service
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This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
