How do you handle complaints about perilla leaf oil quality?
We respond to quality complaints within 24 hours and resolve them within 15 working days through a documented root-cause process: review → retest → rework or replacement.
Complaint Handling Process
| Step | Action | Time |
|---|---|---|
| 1. Receipt | Dedicated quality hotline/email; log complaint | Same day |
| 2. Response | Confirm receipt, request batch info & photos/samples | ≤ 24 h |
| 3. Investigation | Batch record review + COA/GC-MS comparison; third-party retest if needed | 3–7 days |
| 4. Resolution | Rework, replacement, or refund per agreement | ≤ 15 working days |
| 5. Prevention | Corrective action shared; CAPA report on request | Ongoing |
- Claims require batch number, photos, and retained samples from both sides
- Common issues (odor drift, color change) are usually traced to transport/storage — we provide guidance and documentation
- Long-term partners receive a simplified claims process and priority handling
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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.
