What is your complaint and resolution process?

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Our complaint process is fast, transparent and documented: StepTimelineAction1. ReportDay 0Submit complaint with photos, COA, batch/lot numbers2. AcknowledgeWithin 24 hConfirm receipt and assign a case owner3. Investigate3–5 working daysReview COA, retained sample, shipping records4. ResolutionWithin 7 working daysReplacement, credit or refund per contract5. Corrective actionOngoingRoot-cause analysis and process improvementWe treat every complaint as a quality record — it feeds back into production control. For transit damage we support your claim against the carrier with our documentation.Use the official complaint form (we provide it) to start a case — response is guaranteed within one business day.

Step	Timeline	Action
1. Report	Day 0	Submit complaint with photos, COA, batch/lot numbers
2. Acknowledge	Within 24 h	Confirm receipt and assign a case owner
3. Investigate	3–5 working days	Review COA, retained sample, shipping records
4. Resolution	Within 7 working days	Replacement, credit or refund per contract
5. Corrective action	Ongoing	Root-cause analysis and process improvement

What is your complaint and resolution process?

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