1. What counts as a quality complaint
Any concern that a product does not match its label or its certificate of analysis: a damaged seal, an unexpected appearance of the cake, a discrepancy in the lot number, or a result that does not match the certificate.
2. How to report one
Write to compliance@lyotek.com with the product name, the lot number, what you saw and, if you can, a photograph of the label and the vial. If the vial came through our exclusive distributor, you can tell the distributor as well.
Keep the vial, and do not return any material until we send instructions.
3. What happens next
We record the concern against the lot, acknowledge it and tell you what we will check. If the lot is at fault, we say so and explain what happens next.
4. Recalls
If a lot is withdrawn, we notify our exclusive distributor. The notice gives the lot number and the action to take.
5. Records
Keep the label, the lot documentation and the correspondence about the concern until it is closed. We keep the complaint with the record of the lot.