What is the complaint-handling process if something is wrong with my lemongrass oil?
Quality complaints are handled in five steps: report (batch number, photos, description) → acknowledgement within 24 hours with a dedicated specialist → re-test of the retained sample (GC-MS, physical-chemical) and transport record review within 3-5 working days → root-cause statement and corrective action → agreed resolution by replacement, refund or credit. Retained samples are kept for 24 months per batch.
Complaint Process
| Step | Action | Timeline |
|---|---|---|
| 1. Report | Batch number, photos, issue description | Day 0 |
| 2. Acknowledgement | Dedicated specialist assigned | Within 24 h |
| 3. Investigation | Retained-sample re-test + transport review | 3 - 5 working days |
| 4. Root cause | Finding + corrective action statement | With step 3 |
| 5. Resolution | Replacement / refund / credit by agreement | Agreed deadline |
- The 24-month retained sample is the key evidence for any complaint — keep your own reserve too
- Document errors (invoice, COA, MSDS) are corrected and re-issued free of charge
- Repeat issues trigger a formal corrective and preventive action (CAPA) review on our production line
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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.
