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Quality & Complaints Policy

DRAFT — Pending Legal Review

Last updated: 26 October 2026

M/S NutrivioGlobal, takes every quality concern seriously. This policy explains how to raise a complaint and how we handle it.

1. Our quality commitments

  • We supply goods to the specification agreed in writing and provide a Certificate of Analysis (COA) for each batch.
  • Each shipment is identified by batch or lot number, so every product can be traced to its records.
  • We keep retained samples of each batch for investigation, normally until the end of its shelf life.
  • We state certifications only where a current certificate exists for that product.

2. How to raise a complaint

Contact your sales contact or use the Contact page, providing:

  • your company name and contact details;
  • the order number, product name and batch number;
  • a clear description of the problem, with photographs; and
  • any test reports, including the laboratory and method used.

3. What happens next

  • We acknowledge your complaint within 2 business days and give you a reference number.
  • Our quality team reviews batch records and tests retained samples where relevant.
  • We aim to send you our findings within 15 business days. If more time is needed, for example for external testing, we will tell you why and when to expect an answer.
  • Where the complaint is upheld, we agree corrective action and any replacement, credit or refund with you in writing, in line with our Refunds & Returns Policy (B2B).
  • We record every complaint and use the findings to prevent repeat problems.

4. Health and safety concerns

If you become aware of a possible adverse reaction, contamination or other safety issue linked to our products, contact us immediately and mark your message “URGENT – SAFETY”. Such reports are escalated to management the same day. Where necessary we will cooperate with you and the relevant authorities on investigation, withdrawal or recall, and share the batch information needed to trace affected products.

5. Escalation

If you are not satisfied with our response, ask for the complaint to be reviewed by our management. Complaints relating to personal data are handled by our Grievance Officer, whose details are in our Privacy Policy.