.webp)
What is the process for filing a complaint and what response time can we expect?
We take all quality complaints seriously and respond promptly. Here is our structured complaint resolution process:
Complaint Resolution Process
| Stage | Action | Response Time |
|---|---|---|
| Receipt | You submit complaint via email with supporting documents | — |
| Acknowledgment | We confirm receipt and assign a case number | Within 4 business hours |
| Investigation | QC team reviews COA, production records, shipping docs | 1–3 business days |
| Interim response | We provide an initial assessment and expected resolution timeline | Within 3 business days |
| Final resolution | Agreed resolution communicated and executed | Within 10 business days |
How to File a Complaint
Send an email to our sales or quality team including:
- Order number and batch number (from COA)
- Description of the issue with photos or test reports
- Date of receipt and storage conditions
- Quantity affected
Contact: Your dedicated account manager or sales representative — response guaranteed within 4 business hours during working hours.
For urgent complaints (e.g., contamination risk, regulatory hold), call our quality hotline directly for immediate attention. We maintain a customer complaint log for all cases, and track resolution rates as a key performance indicator in our quality management system.
Relate Products
This article was published on 2026-09-02, and last updated on 2026-09-02. The article will be continuously updated.
