How are quality complaints handled?
Quality complaints are handled by a clear, fast protocol: acknowledgment within 24 hours, investigation with retained samples within 5 working days, and a fair resolution within 15 days.
Complaint Process
| Step | Timeline | Detail |
|---|---|---|
| 1. Acknowledge | ≤ 24 h | Log the claim; request batch number, COA, photos |
| 2. Investigate | ≤ 5 working days | Cross-check retained sample, COA data, and shipment records |
| 3. Report | ≤ 10 working days | Written finding with root cause and evidence |
| 4. Resolve | ≤ 15 days | Replace, rework, or credit per contract terms |
| 5. Prevent | Continuous | CAPA, process updates, and client feedback loop |
- Retained samples from every batch are held 36 months for arbitration
- Third-party laboratory testing can be jointly commissioned if either side disputes results
- Claims beyond the agreed acceptance period are assessed on the documented evidence
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
