How are quality complaints and disputes handled?
Complaints are handled within 48 hours of notification: we review the batch COA and retained samples, arrange re-testing or third-party analysis, and resolve through replacement, credit or refund per the agreed terms.
Complaint Procedure
| Step | Action |
|---|---|
| 1 | Report with batch number, photos and issue description |
| 2 | Acknowledgment and preliminary review within 48 h |
| 3 | Investigation using COA and retained samples |
| 4 | Third-party analysis if required (shared cost by agreement) |
| 5 | Resolution: replacement, credit or refund |
- Keep the original sealed container and batch label for investigation
- Retained samples of every batch are held for at least 24 months
- Transit damage claims follow the shipping terms (insurance advised for fragile/large shipments)
Contact your sales engineer with the batch number for a fast resolution.
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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.
