How are complaints and quality claims handled for patchouli oil?
We operate a structured complaint-handling process designed to resolve issues quickly and fairly. Every claim is logged, investigated with evidence, and answered with a concrete remedy — replacement, refund, credit or corrective action.
Complaint Process
| Step | What happens | Timeline |
|---|---|---|
| 1. Report | You submit the claim with batch number, photos and issue description | Day 0 |
| 2. Acknowledge | Claim logged; account manager assigned | Within 1 working day |
| 3. Investigate | Retained samples re-tested (GC-MS, physical-chemical) against the COA | 3-5 working days |
| 4. Conclusion | Root cause stated; remedy proposed | 5-7 working days |
| 5. Remedy | Replacement / refund / credit executed | Per agreement |
| 6. Prevent | Corrective action documented to avoid recurrence | Ongoing |
What We Need From You
- Batch number and production date (from the COA or container label)
- Photos of the product and packing condition
- Quantity affected and the issue observed (aroma, appearance, contamination, leakage)
- Test reports if you have already tested independently
Claim Rules of Thumb
- Quantity/shortage and damage claims: report within 7 days of receipt
- Quality claims: report within 30 days of receipt, based on retained samples
- Transport damage: keep packing and report to the carrier as well
- Retained samples are kept from every shipment for exactly this purpose
Our Commitments
- No-run-around: a single account manager owns the claim end to end
- Decisions are backed by the batch documentation we archive for 5 years
- Claims and corrective actions are reviewed at our quality meetings; recurring issues trigger process changes
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
