What is the complaint-handling process if something is wrong with my valerian root oil?
We treat every complaint as a quality event with a clear process. Whether the issue is off-spec oil, transport damage or documentation, the 5-step flow below resolves it fast and fairly.
Complaint Process
| Step | Action | Timeline |
|---|---|---|
| 1. Report | Contact your sales rep with batch number, photos and issue description | Any time |
| 2. Acknowledge | Complaint registered; dedicated handler assigned | Within 24 hours |
| 3. Investigate | Retained sample re-tested (GC-MS, physico-chemical); shipping records reviewed | 3–5 working days |
| 4. Verdict | Root cause confirmed and shared; corrective action stated | With the verdict |
| 5. Resolution | Replacement, credit or refund per agreement | Per agreed terms |
What Supports the Process
- Retained sample of every batch for 24 months — re-testing is always possible
- Batch number traceability (harvest lot → distillation run → QC → shipment)
- Transport damage is covered by the carrier; we support your claim with packing evidence
- Documentation errors are corrected and re-issued free of charge
- Complaints close only when you confirm satisfaction
Common Scenarios & Fast Tracks
| Scenario | Fast-track action |
|---|---|
| Off-spec GC-MS markers | Re-test retained sample; compare with COA; replace or credit |
| Odour difference from reference | Sensory panel review; blend-to-reference re-supply |
| Damaged packaging in transit | Photos + claim support; free replacement of damaged units |
| Missing/incorrect documents | Re-issue within 1–2 working days |
Relate Products
This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
