Effective date: 27.12.2022

Customer health and safety is fundamental to our sense of product responsibility. By identifying and minimizing all possible risks of our products – including those arising from harmful materials or potentially endangering functional features – we ensure the safety of our customers and end-users.

This is being achieved by practicing the following measures :-

• Identify benchmark of content of hazardous substance that has to be complied in accordance with international and national legislations
• Conduct regular alpha (internal) and beta (external) user testing every time new product is launched
• Respond to feedback received from beta user testing within five working days

GRIEVANCE MECHANISM

Management gives full support to the Safety and Health policy and supports all those who commit to carry it out in a quest to develop products that are safe to use by end-users.

In line with that, should customers/end-users have any feedback or complaints shall submit  written complaint to :-

Attention: Legal Department
Samurai 2K Aerosol Sdn. Bhd.
No. 6, Jalan Dato Yunus 1,
Taman Perindustrian Dato Yunus Sulaiman,
Lima Kedai, 81120 Skudai, Johor, Malaysia.

Alternatively, customers/end-users may send feedback or complaints to grievances@samuraipaint.jp.

Following are the procedures that will be taken by our team :-

1. Acknowledge that the customer has an issue, ideally within 24 hours.
2. Assess the problem, prioritize and find a solution driver.
3. Resolve the issue.
4. Respond in a timely manner, keeping the customer informed of the status.
5. Conclude with a proper follow-up to assess the customers satisfaction and integrate lessons