What is the complaint-handling process if something is wrong with my green mandarin oil?
We treat every complaint as a quality event, not an argument. A clear 5-step process turns any issue — off-spec oil, damaged drums, or documentation problems — into a fast, fair resolution.
Complaint Process
| Step | Action | Timeline |
|---|---|---|
| 1. Report | Contact your sales rep with batch number, photos, and issue description | Any time |
| 2. Acknowledge | Complaint registered, dedicated handler assigned | Within 24 hours |
| 3. Investigate | Retained samples re-tested (GC-MS, physico-chemical); shipping records reviewed | 3-5 working days |
| 4. Verdict | Root cause confirmed and shared with you; corrective action stated | With the verdict |
| 5. Resolution | Replacement, credit, or refund per the agreement | Per agreed terms |
- We retain a sample of every batch for 24 months, so re-testing is always possible
- Shipping damage (leakage, dented drums) is covered by the carrier; we support your claim with packing evidence
- Documentation mistakes are corrected and re-issued free of charge
- Complaints are closed only when you confirm satisfaction — our goal is a fixed process, not a closed file
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This article was published on 2026-09-07, and last updated on 2026-09-29. The article will be continuously updated.
