How are quality complaints or discrepancies handled for this tea tree oil?
Quality issues are handled through a clear complaint process: report within the agreed window with batch info and samples → we investigate with retained samples and COA records → we agree on a solution (replacement, credit or rework).
Complaint Handling
| Step | Action |
|---|---|
| 1. Report | Contact your sales rep with order no., batch no., and the issue description |
| 2. Evidence | Provide photos and, for quality issues, a sealed sample of the questionable lot |
| 3. Investigation | We compare against our retained sample and batch records within 5-7 working days |
| 4. Resolution | Replacement, credit note or rework — agreed case by case |
| 5. Prevention | Root-cause review and corrective action for recurring issues |
- Complaints should be raised within 30 days of receipt (or the agreed claim window) for container integrity and within shelf life for quality
- Our retained samples for each batch support objective comparison
- Documentation (COA, packing list, B/L) helps confirm the lot identity
- For transport damage, keep the original packaging and notify the carrier as well as us
- We aim for a fair, fast resolution that protects your production schedule
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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.
