How are quality complaints and claims handled?

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Accepted Answer

Complaints are handled through a documented, time-boxed process: acknowledge within 24 hours, investigate with samples and records, and resolve by replacement or credit within 15 working days. Complaint Process StepActionTimeline1. ReportSend complaint + photos + batch numberDay 02. AcknowledgeConfirmation and investigation planWithin 24 h3. InvestigateBatch record review, retained-sample testing3–7 days4. VerifyJoint sample testing if required7–15 days5. ResolveReplacement, credit or refund per root causeWithin 15 working daysWe keep a retained sample of every batch for 24 months, so any complaint can be verified against the actual shipped lot. If the fault is ours, you get replacement or credit with freight covered; claims are documented so the cause never repeats.Report any issue with your batch number and photos and we will start the investigation the same day.

Step	Action	Timeline
1. Report	Send complaint + photos + batch number	Day 0
2. Acknowledge	Confirmation and investigation plan	Within 24 h
3. Investigate	Batch record review, retained-sample testing	3–7 days
4. Verify	Joint sample testing if required	7–15 days
5. Resolve	Replacement, credit or refund per root cause	Within 15 working days

How are quality complaints and claims handled?

Complaint Process

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