If it doesn't meet spec, we make it right.
Every SKU has a written product specification — moisture, water activity, colour range, size distribution, foreign-matter limits, microbiology thresholds. If a batch fails on-site QC or is rejected by the buyer on valid grounds, we reprocess or replace at our cost.
A written specification for every SKU
Before any PO is raised, we share a full product specification document — moisture tolerance, water activity, Aw upper limit, colour L*a*b* range, size distribution ranges, foreign-matter limits (with photo references), microbiology thresholds, allergen declarations. The signed spec becomes the reference for all future shipments.
Pre-shipment sample approval
Before a container is sealed, a pre-shipment sample is couriered to the buyer. Approval from the buyer's QA team is required before the container moves — a small extra step that eliminates surprises on arrival. No more "we opened the container and it wasn't what we expected."
Rejection policy — refund, replace, reprocess
If product arrives out of written spec, we give the buyer the choice: full refund on the non-conforming portion, replacement shipment at our cost, or reprocessing. An independent third-party lab verdict resolves any disputed parameter. The burden of proof sits with us, not the buyer.
Every complaint feeds a review
Every buyer complaint — and every compliment — is logged into our monthly quality review. Root causes are identified, corrective actions booked, and the fix is verified on the next production run. Our running 12-month reject rate is under 0.4% — the industry average is estimated above 2%.
Quality Guarantee — answered.
What happens if the batch arrives damaged in transit?
Marine insurance (included on CIF/CFR/DDP shipments) covers transit damage. Our team manages the insurance claim jointly with the buyer. We replace damaged cartons from next production even before the claim settles.
Can we conduct our own pre-shipment inspection?
Yes. Third-party inspection agencies (SGS, Bureau Veritas, Intertek, Control Union) are welcome at buyer's cost. We coordinate the inspection booking and provide full facility access.
How are disputes resolved?
A jointly-agreed independent NABL lab runs the disputed test. Both parties accept that lab's result as final. In 12 months of operation, fewer than 3 disputes have gone to independent arbitration — most are resolved immediately on reviewing the COA.
Want to talk about quality guarantee?
Our export desk replies to every enquiry within 24 hours — with samples, pricing and a full spec sheet.
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