How are quality complaints about this geranium oil handled?
Complaints are rare, but when they happen we handle them on a documented, fast-track process. The batch number on every drum lets us pull the retained sample, re-test, and respond with facts within days.
Complaint Handling Process
| Step | What happens | Timing |
|---|---|---|
| 1. Report | Send batch number, photos, and the issue description to your sales contact | Day 0 |
| 2. Triage | We classify the issue (quality, quantity, documentation, transit damage) | Day 0-1 |
| 3. Investigation | Retained sample re-tested; shipping and storage chain reviewed | Day 1-5 |
| 4. Verdict | Pass/fail conclusion with evidence (CoA comparison, lab data) | Day 5-7 |
| 5. Resolution | Replacement, rework, credit, or insurance claim as appropriate | Agreed per case |
- Keep the original drum seals and a sealed sample when reporting — this preserves the evidence chain
- If the oil was re-bottled or blended by the buyer, the dispute scope is limited to the original drum state
- Third-party testing (SGS/Intertek) can be appointed by mutual agreement if we cannot settle directly
- Transit damage claims follow the freight insurance or carrier liability per the Incoterms agreed
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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.
