Service Policy

Our service policy is committed to providing high-quality, professional support for all customers purchasing or consulting fragrance and flavor ingredients. We adhere to the principles of integrity, efficiency, and customer-centricity, ensuring a smooth and reliable cooperation experience throughout the entire process.

1. Product Quality Commitment

  • Quality Assurance: All our fragrance and flavor ingredients meet international industry standards and relevant quality certifications. We conduct strict quality inspections before delivery to ensure product purity, stability, and compliance with customer requirements.
  • Sample Service: We provide free product samples (subject to product specifications and quantity limits) for customers to test and verify product performance before formal ordering.
  • Quality Complaint Handling: If there is any quality problem with the products received, customers can contact us within 7 working days after receipt. We will verify the problem promptly and provide solutions such as replacement, return, or compensation in accordance with the agreement.

2. Order & Delivery Service

  • Order Confirmation: After receiving the customer’s order, we will confirm the product specifications, quantity, delivery time, and payment terms with the customer within 1 working day to ensure no errors.
  • Delivery Commitment: We will arrange delivery in accordance with the agreed time. For regular products, delivery will be completed within 3-7 working days; for customized products, delivery time will be confirmed based on the customization cycle.
  • Logistics Tracking: After delivery, we will provide the customer with the logistics tracking number in a timely manner, allowing customers to check the delivery status at any time.

3. Technical Support Service

  • Professional Consultation: Our professional technical team provides 1-on-1 consultation services, answering questions about product applications, formulations, storage, and usage.
  • Customization Support: For customers with special needs, we provide product customization services, including customizing fragrance and flavor profiles, adjusting product specifications, and providing formulation optimization suggestions.
  • After-Sales Technical Guidance: After the product is delivered, we continue to provide technical guidance to help customers solve problems encountered in the use process.

4. Payment & Refund Policy

  • Payment Terms: We support multiple payment methods, including bank transfer, credit card, and other secure payment channels. The specific payment terms will be confirmed with the customer before ordering, and both parties will abide by the agreed terms.
  • Refund Conditions: Refunds will be processed only in cases of product quality problems (confirmed by both parties), order cancellation with legitimate reasons (before delivery), or other situations agreed upon by both parties.
  • Refund Process: After the refund reason is confirmed, we will complete the refund processing within 3-5 working days, and the refund will be returned to the customer’s original payment account.