How are quality complaints and claims handled?
Complaints are handled through a defined 7-step process: acknowledge within 24 h, retain samples, investigate with lab tests, determine root cause, agree corrective action, and settle by replacement or credit within 15 working days.
Complaint Process
| Step | Action | Time |
|---|---|---|
| 1. Report | Customer submits complaint with batch & photos | Day 0 |
| 2. Acknowledge | Confirm receipt and assign case owner | 24 h |
| 3. Samples | Retained samples + shipped-back goods examined | 3–5 days |
| 4. Investigation | COA cross-check, GC-MS retest as needed | 7 days |
| 5. Root cause | Report shared with the customer | 10 days |
| 6. Resolution | Replacement, credit or corrective action | 15 working days |
- Claims must be lodged within 30 days of receipt with batch number and photos
- Retained samples (24 months) allow objective third-party comparison
- Continuous-improvement feedback is returned to the production line
Contact our quality team with your batch number for a fast resolution.
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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.
