Ask consumer to describe the appearance of the powder. Is it loose lumps or compact lumps?
A. If customer describes loose lumps or easily break into normal powder:
- We assure you that product quality and safety are our priority.
- The product you have on hand is safe for consumption.
- Caking/ appearance of powder lumping may be caused by environmental factors like humidity, transportation, temperature and storage.
- We recommend you store your Friso Gold tin in a dry and cool place.
B. If customer describes compact lumps, not easily broken into normal powder:
Ask about the item purchased, location purchased from, date of purchase and order number.
Ask when was the seal of the tin opened.
Please let me arrange for an exchange for you.
Obtain contact details and mailing address, confirm defective product name and size.
If asked when will exchange happen,
If request is on Friday, Monday, Tuesday - exchange will happen on Wednesday
If request is on Wednesday, Thursday - exchange will happen on Friday.
C. If customer only describes powder is not easily dissolved:
1. We recommend consumers to try mixing formula with warmer water (powder to water)
and to store Friso Gold tin in a dry and cool place.
Why is there lumps at the bottom of the bottle while feeding baby?
● If the milk is allowed to rest, it will settle down in the bottle as the temperature is cooling down.
● Twirl the bottle for few seconds. Friso 3 Gold will dissolve easily.
● Continue to feed the baby within 1 hour after preparation
● Discard any unfinished feeds.