How do you handle quality complaints for neroli oil orders?
We follow a documented complaint process: acknowledge within 24 hours, investigate with the retained batch sample within 5 working days, and resolve via replacement, rework or refund according to the investigation outcome.
Complaint Process
| Step | Timeline |
|---|---|
| 1. Acknowledge complaint | Within 24 hours |
| 2. Collect evidence (photos, batch no., COA) | 1–2 days |
| 3. Investigation vs. retained sample | Within 5 working days |
| 4. Resolution (replace/rework/refund) | Agreed within 7 days |
- A retained sample of every shipped batch is kept for 24 months for comparison testing
- Dispute testing can be performed by an agreed third-party lab; we share the cost if the oil is found compliant
- Root-cause analysis is shared so you can see exactly what happened and how it is prevented
Report any issue with your batch number and photos, and our quality team will take it from there within one business day.
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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.
