How are quality complaints handled?

Question

Accepted Answer

Quality complaints are handled within 24 hours with a structured investigation: evidence review, root-cause analysis, corrective action, and fair compensation. Complaint Handling StepActionTimeline1. AcknowledgeComplaint logged with batch number, photos, and evidenceWithin 24 hours2. InvestigateCOA review, retained-sample retest, shipping/storage check3–5 working days3. ConclusionRoot cause + liability determination5–7 working days4. ResolutionReplacement, credit, or refund per liabilityAgreed within 10 daysOur batch traceability (retained samples kept 3 years) makes investigation fast and objectiveCommon causes found: transport heat exposure or improper storage — handled with corrective guidance and compensationWe report corrective and preventive actions (CAPA) for any recurring issue

Step	Action	Timeline
1. Acknowledge	Complaint logged with batch number, photos, and evidence	Within 24 hours
2. Investigate	COA review, retained-sample retest, shipping/storage check	3–5 working days
3. Conclusion	Root cause + liability determination	5–7 working days
4. Resolution	Replacement, credit, or refund per liability	Agreed within 10 days

How are quality complaints handled?

Complaint Handling

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