This page exists to answer one question: when something is wrong, who fixes it?
The goods are the manufacturer’s, and so is the liability: your supply contract is with the plant that produced them, and a credit note or a replacement comes from there. What we do is make the claim happen — open it the day you report it, assemble the evidence against the written specification, and press it with the plant in Polish.
That distinction is worth stating plainly, because it is the one an agent is most tempted to blur. We are not the counterparty. What we are is the party with the specification, the inspection report and the relationship, which is what decides whether a claim is settled in a fortnight or argued for a quarter.
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 — it is the one in the terms of engagement, and the manufacturer’s own inspection window runs from the same date, which is why late notice is hard to recover.
- 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 come back within 2 working days with the plant’s position: replacement on the next available production slot, a credit note, or a price adjustment if the goods are usable at a lower grade.
- Return freight is settled with the goods, by the manufacturer, where the fault is theirs. We do not hold the goods and cannot credit them, and a page that told you otherwise would be setting up an argument for later.
Where a claim is disputed we arrange an independent inspection rather than letting it be argued by email. Our commission does not depend on which way that inspection goes, which is the reason we can call it.
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
Certificates are held by the producing site, not by the product and not by us. A site running your specification will hold ISO 9001; ISO 14001, FSC or PEFC chain of custody, BRCGS Packaging and an EPAL licence appear where the category and the customer require them.
What we do is obtain the certificate for the site producing your specification — issuer, number, scope and validity — and send it with the specification pack, so the claim is attached to a plant you can check rather than to a logo on a website.
We do not claim certifications that belong to a manufacturer, and any supplier who blurs that line is worth a second look.