How do you handle complaints and quality disputes?

Question

Accepted Answer

A 48-hour response commitment and batch-traceable resolution process. Because every batch keeps retained samples for 3 years, disputes are resolved on evidence, not argument. Complaint Process StepAction1. ReportSend order/batch number, photos and issue within 15 days of receipt2. ReviewWe check the retained sample and batch records3. AnalysisThird-party lab test if needed (shared cost or per agreement)4. ResolutionReplacement, credit or refund per fault assessment5. CorrectionRoot-cause action logged in our quality systemTransport-damage claims follow the same route with the B/L and photos. Legitimate supplier faults are settled by replacement or credit — our goal is your next order, not a one-time sale.Log a complaint with your batch number and we will respond with a resolution plan within 48 hours.

Step	Action
1. Report	Send order/batch number, photos and issue within 15 days of receipt
2. Review	We check the retained sample and batch records
3. Analysis	Third-party lab test if needed (shared cost or per agreement)
4. Resolution	Replacement, credit or refund per fault assessment
5. Correction	Root-cause action logged in our quality system

How do you handle complaints and quality disputes?

Complaint Process

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