What is your complaint and resolution process if quality issues occur?
We operate a clear, 5-step complaint process with guaranteed response times:
Process
| Step | Action | Timeframe |
|---|---|---|
| 1. Report | Contact your sales manager with batch number and issue details (photos/videos) | Within 48h of discovery |
| 2. Acknowledge | We log the complaint and confirm receipt | Same working day |
| 3. Investigate | QC reviews batch records + retained sample; may request return samples | 3–5 working days |
| 4. Verdict | Cause analysis and solution proposal (replacement, rework, credit or refund) | Within 7 working days |
| 5. Resolution | Execute the agreed solution; corrective actions logged in our CAPA system | As agreed |
What We Need From You
- Batch number from the label/COA
- Photos of packaging, seal and product
- Quantity affected and storage conditions
Root-Cause Culture
Every complaint enters our CAPA system — root cause is analyzed and preventive actions are tracked. This transparency is why long-term buyers trust our supply quality.
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
