How do you handle complaints or quality issues with peppermint oil?
Quality complaints are handled through a clear five-step procedure: report, review, root-cause analysis, corrective action and settlement. Claims are settled by replacement, credit or rework, and a corrective report is issued so the same issue does not repeat.
Complaint Procedure
| Step | Action | Timeframe |
|---|---|---|
| 1. Report | Customer submits batch no., photos and test data | Same day acknowledgement |
| 2. Review | Our QC compares against the retained sample and COA | 1-2 working days |
| 3. Root cause | Analysis of production and logistics records | 3-5 working days |
| 4. Corrective action | Fix, rework or adjust process; report issued | Per agreement |
| 5. Settlement | Replacement, credit note or rework | Within 15 days of agreement |
What We Need From You
- Batch number and PI number from the drum label
- Photos of the container and content at receipt
- Any third-party test report you have obtained
- Quantity affected and how it was stored before claim
Settlement Options
- Replacement of the affected quantity with new batch, freight on us for confirmed quality claims
- Credit note against your next order
- Shared third-party testing to confirm if the issue is in transit (e.g. seal breakage, heat damage)
- For transport damage, we assist with the carrier claim while you keep the damaged goods for inspection
Quality Guarantee
- Every batch is released against a retained sample stored for 24 months
- As long as the oil is stored per the MSDS (cool, sealed, away from ignition), we stand behind the specification on the COA
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
