Quality claims: what qualifies

A quality claim is an objective problem with the product, not a preference, and the standard evidence is the same set of items: the pack with its batch number, the COA for that batch, and the date. Three claim types run on that record — batch mismatch (the pack batch does not match the batch on your order record — a documentation error we correct), damage in transit (the carrier delivered something other than what left the warehouse — the photos of the outer box and the pack are the record), and freshness or seal (a pack that arrived with a compromised seal or past-date marking). The COA guide shows which line of the report a claim refers to, and the batch check is the five-minute verification that produces the match. Claims are handled on the record, not on the description — which is why the evidence list is short.

What a claim runs on, and what it does not

• ✓Eligible: unopened products within the stated return window (preferences and second thoughts), plus the three quality-claim types above on any order within the window — the batch record does not age.
• ✗Not eligible: opened products outside a quality claim (a product in use cannot be returned to the tested pipeline), restricted-state orders that were declined at checkout, and orders that failed the 21+ verification — the gates run before the refund question exists.
• ✓How it runs: the order number and the evidence, one message; the record is checked against the batch; the outcome — replacement, refund, or the reason in writing — returns on the same channel. The contact page has the channel details and the response windows.

Refunds follow the payment method on file; the shipping policy carries the order structure the policy runs inside, and the FAQ center has the standing refund questions with individual full-answer pages.