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What is your complaint resolution process and response time?
We acknowledge any complaint within 48 hours, deliver a root cause analysis within 5–7 working days, and execute an agreed resolution within 10 working days — with one dedicated contact person throughout.
Resolution Timeline
| Step | Timeframe |
|---|---|
| Acknowledgment | Within 48 hours |
| Evidence and sample collection | 2–3 working days |
| Root cause analysis | 5–7 working days |
| Resolution execution | Within 10 working days |
What You Can Expect
- A single point of contact for the whole case
- Corrective and preventive action (CAPA) report where process issues are found
- Replacement, credit or refund per the contract
- Claim records kept for trend review with repeat customers
Escalation
If the first response does not satisfy you, the complaint escalates to our quality manager and general manager for direct handling.
Send your complaint details for immediate acknowledgment 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.
