How do you handle complaints about quality or delivery?
Complaints are resolved through a structured 7-day process: acknowledge within 24 hours, investigate with batch records and retained samples, issue a report and a corrective proposal (replacement, credit or return) within 7 working days.
Complaint Process
| Step | Timeline | Action |
|---|---|---|
| 1 | 24 hours | Acknowledge and open complaint file |
| 2 | 2–3 days | Review COA, GC-MS and retained samples |
| 3 | 5–7 days | Root-cause report and corrective offer |
| 4 | Agreed | Replacement / credit / return per contract |
Report any issue with your batch number and photos, and our QA team will respond within 24 hours.
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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.
