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How does your complaint resolution process work?
Complaints are acknowledged within 4 hours, assessed within 3 business days, and resolved within 10 business days.
Process Timeline
| Step | Timeline |
|---|---|
| Acknowledgement | Within 4 hours |
| Initial assessment | Within 3 business days |
| Investigation (batch records + retained sample) | 3–5 working days |
| Verdict and solution proposal | Within 7 working days |
| Final resolution | Within 10 business days |
What We Ask From You
- Batch number, photos, and a description of the non-conformance
- Arrival date and storage conditions (for liquid-specific issues such as leakage or colour change)
Corrective Action
Every complaint is logged, and root-cause corrective actions are recorded in our CAPA system — preventing recurrence on future orders.
Send your complaint details for immediate handling — acknowledgement within 4 hours.
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This article was published on 2026-09-02, and last updated on 2026-09-02. The article will be continuously updated.
