This page exists to answer one question: when something is wrong, who fixes it? The answer is us. Mervia Group Sp. z o.o. is the seller of record on every line of your order, so the claim, the credit note and the replacement freight come from one address regardless of which factory produced the goods.
What we inspect before dispatch
Bin liners and refuse sacks
| Check | Method | Tolerance |
|---|---|---|
| Gauge | measured at five points across the web | −5% on nominal |
| Useful width and length | flat measurement, EN 13592 designation | ±10 mm |
| Seal strength | drop test, loaded to rated weight | no seam failure |
| Colour | against approved reference sample | visual, Δ agreed at sampling |
| Pack count | weighed and counted per case | exact |
The gauge tolerance is the one that matters commercially. Polyethylene film is sold by weight and used by area, so a sack running 10% under nominal gauge is 10% less product for the same money. Five measurement points across the web is what catches a die running thin on one side.
Stretch film
| Check | Method | Tolerance |
|---|---|---|
| Gauge | micrometer, five points across width | −5% |
| Net weight per roll | weighed, core deducted | −2% |
| Width | measured | ±5 mm |
| Cling and pre-stretch | wrap test on a loaded pallet | to specification |
Net weight matters more than roll count. Film is bought by the kilo and a roll that is 200 g light on a pallet of fifty rolls is 10 kg of missing product, so we weigh rather than count.
Pallets
| Check | Method | Tolerance |
|---|---|---|
| Dimensions | measured | ±5 mm |
| Board thickness | calliper | to specification |
| Moisture | pin meter | ≤22% |
| Nailing pattern | visual, against drawing | as specified |
| ISPM 15 | stamp verified, certificate on file | where ordered |
| Damage | visual, full stack | none |
The report
You get the pre-shipment inspection report before dispatch, without asking. It states measured values against specification, the sample size, the date, and the name of the person who signed it. If a value is out of tolerance, the load does not leave until it is resolved.
Photographs are included for print approval and for anything visual. We do not send a report that says “passed” with nothing behind it, because that report is worthless to your own quality system.
When a load is off-spec
- Tell us within 8 working days of delivery, with photographs and, where relevant, a sample. The window is contractual and is on our terms of sale.
- Do not return anything yet. Return freight on a pallet of sacks can exceed the value of the goods, and in most cases it is not needed.
- We respond within 2 working days with one of: replacement on the next available production slot, a credit note, or a price adjustment if the goods are usable at a lower grade.
- We pay the freight both ways where the fault is ours.
Where a claim is disputed we send an independent inspector rather than arguing by email. That has happened twice in five years; both times it settled in the buyer’s favour, which is roughly the base rate you should expect from any honest supplier and a number worth asking every supplier for.
What is not a claim
Being straight about this saves everybody time:
- Gauge within tolerance but thinner than the last delivery. Nominal is nominal; −5% is the industry norm and is stated on the specification.
- Colour drift between production runs where no reference sample was agreed. Agree one at sampling stage and this stops being a question.
- Damage in transit under EXW or FCA, where risk passed at loading. We will still help you make the carrier claim, but it is not our liability.
- A specification that turned out to be wrong for the application. If the 240 L sack you specified is too small for your bin, that is a specification question — and one our bin liner size finder exists to prevent.
Certification
Our manufacturers hold ISO 9001 across all four categories, with ISO 14001, FSC and PEFC chain of custody, BRCGS Packaging and an EPAL licence where the category requires it. Certificates are issued in the manufacturer’s name and we supply copies with the order documentation on request.
We do not claim certifications ourselves that belong to our suppliers, and any supplier who blurs that line is worth a second look.