What is your complaint and resolution process if a batch is not satisfactory?
We operate a structured complaint and resolution process designed to resolve quality issues fairly and quickly — with replacement or credit as the standard remedies.
| Step | Action | Timeline |
|---|---|---|
| 1. Report | Submit complaint with batch no., photos, issue description | Day 0 |
| 2. Acknowledge | We confirm receipt and assign a case manager | Within 24h |
| 3. Investigate | We review production records and retained samples | 3-5 days |
| 4. Agree | Cause identified, remedy agreed (replacement/credit) | 5-7 days |
| 5. Resolve | Replacement shipped or credit issued | As agreed |
Remedy principles: proven manufacturing defects are replaced at our cost including freight, or fully credited; disputes on natural variation are evaluated against the batch specification and COA.
We treat complaints as improvement input — root-cause analysis is logged and corrective actions are implemented in production. You will receive a written resolution report for your records.
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
