How do you handle complaints or quality issues with michelia leaf oil?
Quality complaints are handled through a structured, documented process designed to resolve the issue quickly and to prevent recurrence — with a formal response target of 48 hours.
Complaint Handling Process
| Step | Action | Timeline |
|---|---|---|
| 1 | Report — send order number, batch number and photos/description of the issue | 0-1 day |
| 2 | Acknowledge — we confirm receipt and assign a quality engineer | Within 24-48 hours |
| 3 | Investigate — batch records, COA, GC-MS, retained samples and transit history are reviewed | 3-7 working days |
| 4 | Verdict — root cause identified (production, packing, transit or misuse) with evidence | Within the investigation |
| 5 | Resolution — replacement, credit or refund per the agreement | Agreed on case |
| 6 | Prevention — corrective action recorded for the process | Documented |
What We Need From You
- Batch number printed on the container and the COA reference
- Photos of the container, labels and product appearance
- Results of any independent test you ran (optional but helpful)
- A clear description of how the product was stored and handled after receipt
Our Commitments
- Every lot is retained-sampled in our lab for 24 months so disputes can be checked against the original batch
- If the issue is proven to be production-related, we replace the product or issue credit without quibbling
- If the cause is transit damage, we support your insurance claim with documentation
- Lessons learned feed back into the filling and QC process to prevent the same issue in future orders
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
