How are quality complaints or discrepancies handled for this sweet orange oil?
We handle any complaint quickly and fairly with a documented procedure — evidence-based investigation, corrective action, and a clear resolution within an agreed timeframe.
Complaint Handling Procedure
| Step | Action | Timeframe |
|---|---|---|
| 1. Report | Send complaint with photos, batch number, and the retained sample results | Within 7 days of receipt ideally |
| 2. Review | We verify batch records (COA, production, dispatch) | 2-3 working days |
| 3. Investigation | Joint root-cause check with your incoming inspection data | 1-2 weeks typical |
| 4. Resolution | Replacement, credit or other remedy per agreed terms | Agreed in step 3 |
- Keep the original container and a sealed sample of the delivered lot for any investigation
- Claims are handled per the Incoterms and terms agreed in the contract
- We log all complaints and feed improvements back into production
- Discrepancies in documents (COA, packing list) are corrected and re-issued promptly
- For temperature/transit damage, claims follow the carrier's procedure with our support
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This article was published on 2026-09-07, and last updated on 2026-09-29. The article will be continuously updated.
