How are quality complaints about osmanthus absolute handled?
Any quality complaint is handled within 48 hours: we request batch details and photos, investigate against retained samples, and issue a corrective action — replacement, credit, or refund — within 7 working days.
Complaint Process
| Step | Description | Time |
|---|---|---|
| 1. Report | Send batch no., issue description, photos | Day 0 |
| 2. Acknowledge | Complaint logged, account manager assigned | 24 h |
| 3. Investigate | Check retained sample, COA, GC-MS, transport records | 2–3 days |
| 4. Resolution | Replacement / credit / refund per contract | 7 working days |
| 5. Preventive action | Corrective measures implemented and reported | 30 days |
- Retained samples are kept for 24 months for independent re-testing
- Third-party lab arbitration is accepted if both parties agree
- Claims must be raised within 15 days of receipt for transport-related issues
We treat every complaint as a quality improvement opportunity and report root-cause analysis back to you.
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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.
