How do you handle complaints about quality or delivery?

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We follow a structured 4-step complaint process with a guaranteed response: acknowledge within 24 hours, investigate with batch records within 3–5 days, and issue a corrective action within 7 days. Complaint Handling Process StepActionTimeframe1Acknowledge and log the complaint24h2Investigation (batch records, GC-MS, photos, COA cross-check)3–5 working days3Corrective action: replacement, rework, credit or refund7 working days4Root-cause report + preventive measures for future batchesWith resolutionEvery batch is retained for 3 years, so any issue can be traced to production records, harvest lot and testing results. If the complaint involves a third-party lab result, we arrange joint re-testing with an agreed laboratory.Open a complaint with your order number, batch number and photos — we will handle it within the timeframes above.

Step	Action	Timeframe
1	Acknowledge and log the complaint	24h
2	Investigation (batch records, GC-MS, photos, COA cross-check)	3–5 working days
3	Corrective action: replacement, rework, credit or refund	7 working days
4	Root-cause report + preventive measures for future batches	With resolution

How do you handle complaints about quality or delivery?

Complaint Handling Process

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