01 Purpose

This Complaint Policy & Procedures (“Policy”) establishes a formal, transparent process for customers to submit, track, and resolve complaints related to products, services, orders, policies, or any other aspect of their experience with Southern Aminos LLC (“Southern Aminos,” “we,” “us,” or “our”).

This Policy ensures that all complaints are handled consistently, documented thoroughly, and resolved within defined timeframes. It also outlines the rights and obligations of both Southern Aminos and the customer throughout the complaint process.

02 Scope

This Policy applies to all complaints submitted by customers or prospective customers regarding:

• Product quality — Concerns about product condition, purity, labeling, or packaging
• Order fulfillment — Issues related to processing, shipping, delivery, or fulfillment errors
• Customer service — Dissatisfaction with support response times, communication quality, or staff conduct
• Billing & payments — Disputes about charges, refunds, duplicate payments, or invoicing errors
• Website & ordering experience — Technical issues, navigation problems, or checkout errors
• Policy concerns — Feedback or disagreements regarding Southern Aminos’ policies
• Account issues — Problems with account access, restrictions, or termination
• Any other matter — Any other concern related to the customer’s experience with Southern Aminos

03 Complaint Categories

All complaints are classified into one of the following categories to ensure appropriate handling and routing:

04 How to Submit a Complaint

Customers may submit a complaint through the following channel:

4.1 Email (Primary Channel)

All complaints should be submitted to cs@southenaminos.com. This is the primary and preferred channel for complaint submission. Email complaints provide a permanent, timestamped record and enable thorough documentation of the issue.

4.2 Required Information

To ensure efficient processing, all complaints must include:

1. Customer identification — Full name and email address associated with the account
2. Order number — If the complaint relates to a specific order
3. Complaint category — The general nature of the complaint (product quality, shipping, billing, etc.)
4. Detailed description — A clear, factual account of the issue, including dates, times, and relevant details
5. Supporting evidence — Photographs, screenshots, documents, or other materials that support the complaint
6. Desired resolution — What outcome the customer is seeking (refund, replacement, explanation, etc.)
7. Prior contact history — Whether the customer has previously contacted support about this issue

05 Acknowledgment & Ticket Assignment

Upon receiving a complaint, Southern Aminos will:

1. Acknowledge receipt within 24–48 business hours via email to the address from which the complaint was submitted
2. Assign a unique complaint reference number (e.g., CMP-2025-00123) for tracking purposes
3. Classify the complaint into the appropriate category and assign a priority level
4. Route the complaint to the appropriate team (Customer Support, Compliance, Fulfillment, or Billing)
5. Set an expected resolution date based on the category and complexity of the complaint

06 Investigation Process

All complaints undergo a structured investigation process tailored to the category and complexity of the issue:

6.1 Initial Review

The assigned team reviews the complaint details, gathers relevant internal records (order data, shipping records, communication history), and assesses the validity of the claims made.

6.2 Evidence Gathering

Depending on the nature of the complaint, Southern Aminos may:

• Review order and transaction records
• Examine carrier tracking and delivery confirmation data
• Analyze product testing records and Certificates of Analysis
• Review customer communication history
• Consult with relevant departments (fulfillment, quality control, compliance)
• Request additional evidence from the customer if needed
• Conduct internal interviews with relevant staff members

6.3 Assessment & Determination

Based on the evidence gathered, the investigating team makes a determination regarding the validity of the complaint and identifies the appropriate resolution. All determinations are documented in the complaint record.

07 Resolution Timelines

Southern Aminos is committed to resolving all complaints within defined timeframes. The following timelines represent standard processing periods:

08 Possible Outcomes

Following the investigation, Southern Aminos will communicate one of the following outcomes to the customer:

• Complaint upheld — Full resolution granted: The complaint is found to be valid, and the customer’s requested resolution (or an equivalent remedy) is provided. This may include a refund, replacement, credit, correction, or other appropriate action.
• Complaint upheld — Partial resolution granted: The complaint is found to be partially valid. A proportionate resolution is offered based on the findings of the investigation.
• Complaint not upheld: The investigation finds that the complaint is not supported by evidence or does not constitute a valid grievance under our policies. A detailed explanation is provided to the customer.
• Complaint referred to another policy: The complaint falls under the scope of a specific policy (e.g., Refund Policy, Chargeback Policy) and is redirected to that process.
• Complaint requires further investigation: Additional time or information is needed to reach a determination. The customer is informed of the extension and the reasons for it.

All outcomes are communicated to the customer in writing via email. The communication includes a summary of the findings, the basis for the determination, and any actions taken or to be taken.

09 Escalation Procedures

If a customer is dissatisfied with the outcome of their complaint, the following escalation process is available:

9.1 Level 1 — Supervisory Review

The customer may request a supervisory review by responding to the outcome email within 7 business days of receiving it. A supervisor will review the complaint, the investigation findings, and the original determination. The supervisor may uphold, modify, or reverse the original decision.

9.2 Level 2 — Compliance Department Review

If the customer remains dissatisfied after the supervisory review, they may request a Compliance Department review within 7 business days of the supervisory outcome. The Compliance Department conducts an independent review of the entire complaint file and issues a final internal determination.

9.3 External Options

Following the completion of all internal escalation levels, the customer retains the right to:

• File a dispute with their payment provider (subject to the Chargeback Policy)
• Submit a complaint to the Better Business Bureau (BBB) or similar consumer protection organization
• Pursue any legal remedies available under applicable law

10 Complaint Records & Documentation

Southern Aminos maintains comprehensive records for all complaints received. These records include:

• Original complaint submission and all attachments
• Complaint reference number, category, and priority assignment
• All internal investigation notes and evidence gathered
• Communications between Southern Aminos and the customer
• Investigation findings and determination rationale
• Resolution details and any actions taken
• Escalation records (if applicable)
• Timestamps for every stage of the process

Complaint records are retained for a minimum of 3 years from the date of final resolution and are used for quality assurance, policy improvement, compliance reporting, and dispute documentation purposes.

11 Customer Responsibilities

Customers submitting complaints are expected to:

• Provide accurate and truthful information — All statements made in the complaint must be factual and honest
• Submit complete information — Include all required details to avoid unnecessary delays
• Respond promptly to requests — Reply to any requests for additional information within 5 business days
• Preserve evidence — Retain all relevant products, packaging, and documentation until the complaint is fully resolved
• Communicate respectfully — Maintain professional and courteous communication with Southern Aminos staff
• Follow the escalation process — Use the established escalation levels rather than filing multiple duplicate complaints
• Not file duplicate complaints — Submitting the same complaint through multiple channels or under different names does not expedite resolution and may result in all submissions being consolidated or rejected

12 Bad-Faith Complaints

Southern Aminos takes bad-faith complaints seriously. A bad-faith complaint is one that is:

• Fabricated — The described issue did not occur or has been significantly exaggerated
• Manipulative — Filed with the intent to obtain a refund, replacement, or credit that is not deserved under our policies
• Harassing — Filed repeatedly about the same resolved issue to exhaust or intimidate Southern Aminos staff
• Coercive — Used to threaten negative reviews, chargebacks, or legal action unless an unreasonable demand is met
• Duplicate or frivolous — Multiple complaints about the same issue filed simultaneously or in rapid succession without new information

12.1 Consequences of Bad-Faith Complaints

• The complaint is immediately rejected with a written explanation
• The customer receives a formal warning documented in their account record
• Subsequent bad-faith complaints may result in account suspension or permanent termination
• In severe cases, Southern Aminos may report the behavior to relevant fraud prevention networks

13 Complaints About Policies

Southern Aminos welcomes feedback about our policies. However, customers should understand the following when submitting policy-related complaints:

• Policy feedback is reviewed but does not guarantee change. All policy feedback is documented and periodically reviewed by our Compliance Department, but individual complaints about policies do not entitle the customer to an exception or modification of the policy.
• Disagreement with a policy is not a valid basis for a refund, chargeback, or special treatment. Policies are agreed to at the time of purchase and apply to all customers equally.
• Policy complaint resolutions are limited to acknowledgment and documentation. The standard resolution for a policy complaint is a written acknowledgment that the feedback has been received and documented, along with an explanation of the policy’s purpose and rationale.
• Systemic policy changes are made independently of individual complaints. Southern Aminos reviews and updates its policies on a regular cycle. Individual complaints may contribute to this process but do not trigger immediate changes.

14 Complaint Statistics & Transparency

Southern Aminos is committed to transparency in our complaint handling. We track and analyze complaint data to identify trends, improve our products and services, and enhance the customer experience. Aggregate complaint statistics may be published periodically on our website or made available upon request.

Individual complaint details are kept confidential and are never shared publicly or with third parties (except as required by law, regulation, or legal process).

15 Policy Updates

Southern Aminos reserves the right to modify, update, or replace this Policy at any time without prior notice. Changes become effective immediately upon publication on our website. The most current version of this Policy is always available at southernaminos.com/complaint-policy-and-procedures.

Customers are encouraged to review this page periodically. Continued use of the Southern Aminos website or placement of new orders after any Policy update constitutes acceptance of the revised terms.

16 Final Agreement

This Complaint Policy & Procedures, together with the Southern Aminos Terms & Conditions, Refund, Return & Replacement Policy, Chargeback Policy, Research Use Only Policy, Shipping Policy, and Privacy Policy, constitutes the complete and exclusive agreement between Southern Aminos and the customer regarding the submission and resolution of complaints.

If any provision of this Policy is found to be unenforceable or invalid, the remaining provisions shall continue in full force and effect. The failure of Southern Aminos to enforce any provision of this Policy does not constitute a waiver of that provision or the right to enforce it at a later time.