After-Sales Service
Our commitment to your brand doesn’t end at shipment.
At Flavor Sources, we measure our success by yours. Every brand partner receives dedicated after-sales support — from the moment your order ships to your next reorder and beyond. Whether you have a quality question, need additional documentation, or want to discuss your next product launch, our team is here to help.
Contact After-Sales Support → | Submit Feedback → | Place a Reorder →
Our After-Sales Service Commitments
✅ Quality Assurance and Issue Resolution
We stand behind every product we manufacture. If you receive goods that do not meet the agreed specifications, we take full responsibility and act promptly.
Our quality guarantee covers:
- Products that deviate from approved sample specifications
- Packaging defects or sealing failures
- Quantity discrepancies from the confirmed purchase order
- Labeling errors caused by our production process
Resolution process:
- Contact our after-sales team with photos and a written description of the issue within 30 days of receipt
- Our QC team reviews the claim and responds within 3 business days
- We propose a resolution — replacement production, partial refund, or credit toward your next order — based on the nature and extent of the issue
- Resolution is confirmed and executed within an agreed timeline
We do not require you to return goods to China for standard quality claims. Photo and video documentation is accepted for most cases.
📦 Reorder Support and Formula Management
Once your formula is approved and in production, we maintain full records so reordering is simple and consistent:
- Formula file retention — your approved formula, ingredient specifications, and production parameters are stored indefinitely in our system
- Batch record archive — production records from all previous orders are retained for traceability and compliance purposes
- Packaging file management — print files, dielines, and artwork are stored and reused for reorders at no additional setup cost
- Reorder lead time priority — returning brand partners receive production scheduling priority over new customer trials
- Reorder quotation within 24 hours — simply contact us with your product name and quantity and we’ll confirm pricing and lead time by the next business day
📋 Documentation and Compliance Support
After your order ships, you may need additional documentation for customs clearance, regulatory submission, or retailer onboarding. We provide:
- Certificate of Analysis (CoA) — per batch, available on request
- Material Safety Data Sheet (MSDS) — for all formulas
- INCI ingredient list — full declaration in INCI nomenclature
- Stability test reports — accelerated stability data for your formula
- Safety assessment reports — for EU CPNP and other regulatory submissions
- GMP and ISO certificates — current and valid copies available at any time
- Export documentation copies — invoice, packing list, certificate of origin, phytosanitary certificate (where applicable)
All documents are provided in English as standard. Chinese versions available where required.
👤 Dedicated Account Manager
Every brand partner at Flavor Sources is assigned a dedicated account manager who serves as your single point of contact throughout the relationship.
Your account manager handles:
- After-sales queries and issue escalation
- Reorder coordination and lead time confirmation
- Formula and packaging file management
- New product development briefing
- Market and trend updates relevant to your product category
Response time commitment:
- Routine inquiries: within 24 hours (Monday to Friday, Beijing Time GMT+8)
- Urgent quality issues: within 4 hours during business hours
- After-hours urgent issues: acknowledged within 12 hours
🔄 Product Improvement and Formula Updates
Markets evolve and consumer expectations change. We support brand partners who want to update or improve their existing products:
- Formula refinement — adjust active concentrations, texture, or scent based on consumer feedback
- Ingredient upgrades — incorporate newly available actives or switch to cleaner alternatives
- Packaging updates — modify label design, packaging format, or print finish for rebrands or market expansion
- Regulatory reformulation — adapt existing formulas to meet new regulatory requirements in your target markets
Formula updates are treated as priority development projects for existing partners, with faster turnaround than new customer requests.
🌍 Customs and Logistics Assistance
If your shipment encounters customs issues, delays, or documentation queries, our export team provides:
- Amended or additional commercial documentation on request
- HS code and product classification guidance
- Coordination with our freight partners for shipment tracking
- Letter of explanation or certificate of conformity for customs authorities where required
While we cannot control customs decisions in your country, we provide every document and clarification needed to support successful clearance.
🇪🇺 EU Responsible Person and European Market Representative Service
Selling cosmetics in the European Union requires a designated Responsible Person (RP) — a legal entity based within the EU who takes regulatory responsibility for the product and handles CPNP notification. For brands outside Europe, this is one of the most common compliance barriers to entering the EU market.
Flavor Sources provides a complete EU market entry support service to help our brand partners navigate this requirement efficiently.
What we offer:
EU Responsible Person Service We connect our brand partners with verified EU Responsible Person partners — qualified regulatory representatives based within the EU who can legally act as your product’s Responsible Person for CPNP notification and ongoing compliance.
- Valid for all EU member states plus Norway, Iceland, and Liechtenstein
- Covers cosmetic products manufactured by Flavor Sources
- Includes product notification submission to the CPNP portal
- Ongoing RP availability for market surveillance obligations
EU Product Safety Report (CPSR) Coordination EU regulations require a Cosmetic Product Safety Report prepared by a qualified safety assessor before CPNP notification. We coordinate with certified EU safety assessors to prepare your CPSR using our production documentation.
- We supply all required technical documents: formula, INCI list, stability data, CoA, challenge test, and manufacturing documentation
- Safety assessor prepares Part A (safety profile) and Part B (safety assessment)
- Completed CPSR provided in your brand name
CPNP Notification Submission Once your CPSR and product information are complete, we coordinate submission to the EU Cosmetic Products Notification Portal on your behalf — or provide full documentation for submission by your RP.
EU Product Information File (PIF) Assembly We compile and maintain the full Product Information File required under EU Regulation 1223/2009, including:
- Product description and intended use
- Cosmetic Product Safety Report
- Description of manufacturing method and GMP compliance declaration
- Proof of claimed effect (where applicable)
- Data on animal testing
- Full formula and INCI declaration
UK Responsible Person Service Post-Brexit, Great Britain requires a separate UK Responsible Person under UK Cosmetics Regulation. We offer the same support for UK market entry in coordination with qualified UK RP partners.
Who This Service Is For:
- Beauty brands based outside the EU/UK wanting to sell in European markets
- Amazon sellers expanding to Amazon EU marketplaces (DE, FR, IT, ES, NL)
- Importers and distributors bringing Flavor Sources products into the EU
- Brands seeking to list with European retail buyers or online platforms that require CPNP evidence
Typical Timeline:
| Step | Timeframe |
|---|---|
| Document preparation by Flavor Sources | 1–2 weeks |
| Safety assessment (CPSR) by EU assessor | 3–5 weeks |
| CPNP notification submission | 1–3 business days |
| Total from brief to notified | 5–8 weeks |
To discuss EU Responsible Person and compliance support for your products, contact our export compliance team directly.
Enquire About EU Compliance Support →
📊 Ongoing Business Support
Beyond resolving issues and managing reorders, we actively support the long-term growth of our brand partners:
- New product recommendations — based on your existing range and target market, we proactively suggest complementary products worth considering
- Trend briefings — notify you when significant ingredient trends or market shifts are relevant to your product category
- Volume pricing reviews — as your order volumes grow, we review unit pricing to ensure you remain competitive
- Co-development opportunities — for established partners, we offer early access to new formula innovations and exclusive ingredient launches
How to Reach After-Sales Support
For quality issues, documentation requests, or reorder inquiries:
📧 Email our after-sales team via the contact form below ⏱ Response within 24 hours Monday–Friday (GMT+8)
Please include the following information to help us assist you faster:
- Your company name and order reference number
- Product name and batch number (found on carton label)
- Description of your query or issue
- Photos or documents if applicable (for quality claims)
After-Sales Service Summary
| Service | Coverage | Response Time |
|---|---|---|
| Quality issue resolution | All production orders | 3 business days |
| Reorder quotation | All existing formulas | 24 hours |
| Documentation requests | CoA, MSDS, INCI, stability reports | 1–3 business days |
| Formula file retrieval | All approved formulas | 24 hours |
| Customs documentation support | All shipped orders | 24–48 hours |
| EU Responsible Person service | EU/UK market entry | 5–8 weeks total |
| CPNP notification support | EU cosmetic compliance | 5–8 weeks total |
| Account manager contact | All brand partners | 24 hours routine / 4 hours urgent |
Frequently Asked Questions
Do you provide EU Responsible Person services for brands selling in Europe? Yes. We connect our brand partners with verified EU Responsible Person partners who handle CPNP notification and ongoing EU regulatory compliance. We also coordinate EU Cosmetic Product Safety Reports (CPSR) with qualified EU safety assessors, and assemble the full Product Information File (PIF) required under EU Regulation 1223/2009. A separate UK Responsible Person service is also available for brands selling in Great Britain. Contact us to discuss your EU or UK compliance requirements.
What is a Responsible Person and why do I need one to sell in the EU? Under EU Cosmetics Regulation 1223/2009, every cosmetic product sold in the EU must have a designated Responsible Person — a legal entity with an address within the EU who takes regulatory responsibility for the product’s compliance and safety. Without a Responsible Person, your product cannot be legally sold in any EU member state. Flavor Sources helps non-EU brands fulfill this requirement through our network of qualified EU regulatory partners.
What documents do you provide for EU CPNP notification? We provide the full technical documentation package required for EU compliance: INCI ingredient list, Certificate of Analysis (CoA), stability test report, microbial challenge test, manufacturing documentation, and GMP compliance declaration. Our regulatory partners use these documents to prepare the Cosmetic Product Safety Report (CPSR) and complete the CPNP notification on your behalf.
What is your policy if I receive defective products? Contact our after-sales team within 30 days of receipt with photos documenting the issue. Our QC team reviews all claims within 3 business days and proposes a resolution — replacement, credit, or refund — based on the nature of the issue. We take quality claims seriously and resolve them fairly and promptly.
How long do you retain my formula and production records? We retain all approved formula files, production batch records, and packaging artwork indefinitely for active brand partners. Your records are available at any time upon request.
Can I make changes to my formula or packaging on a reorder? Yes. Minor changes — label updates, scent adjustments, concentration tweaks — are handled as part of the reorder process. More significant changes may require a new sample development cycle. Your account manager will confirm the process and any associated costs.
What if I need a CoA or safety report for a retailer or regulatory submission? We provide all standard technical documents upon request at no charge. If you need a document in a specific format or with particular information for a retailer or regulator, let us know and we’ll prepare it accordingly.
My shipment is held at customs — can you help? Yes. Our export team can provide amended documentation, letters of explanation, and any supplementary certificates customs authorities may require. Contact us immediately with the specific document request and we’ll respond within 24–48 hours.
I want to expand my product line — where do I start? Contact your account manager or use the Get a Quote form. We’ll review your existing range, suggest complementary products, and prepare a development proposal based on your target market and budget.
Contact After-Sales Support
Our team is ready to help. Reach out via the form below or through your dedicated account manager.
Contact Us → Submit Feedback → Place a Reorder → Request Documentation →
Related pages: Quality Control · Testing & Inspection · Export Support · Marketing Support