.webp)
What is your warranty policy and what happens if the product arrives damaged or defective?
We guarantee that all products shipped meet the specifications stated in the Certificate of Analysis (COA) issued with each batch. If the product does not conform to the approved specification upon arrival, we handle non-conformances under a clear, documented procedure.
Non-Conformance Procedure
| Step | Action | Timeline |
|---|---|---|
| 1. Notification | Buyer notifies us in writing with supporting evidence (photos, test report) | Within 10 business days of receipt |
| 2. Investigation | We review the COA, shipping documents, and evidence provided | Within 5 business days |
| 3. Root cause | If caused by production issue: we accept full responsibility | — |
| 4. Resolution options | Replacement, partial refund, or credit for future order | Agreed within 5 business days of investigation |
| 5. Settlement | Resolution executed — replacement shipped or credit issued | Within 10 business days |
What Is Covered
✅ Product Mogroside V content outside ±2% of labeled % ✅ Heavy metal or pesticide levels exceeding COA limits ✅ Packaging damage during transit (documented with photos) ✅ Incorrect product shipped (wrong grade or quantity)
What Is Not Covered
❌ Improper storage by buyer after delivery ❌ Shelf life expired due to delayed customs clearance ❌ Discrepancies not reported within 10 business days ❌ Minor color variation within natural batch variation range
Provide your order number and evidence — our quality team will respond within 24 hours.
Relate Products
This article was published on 2026-09-02, and last updated on 2026-09-02. The article will be continuously updated.
