Introduction
We thank you for your interest in Lubrizol and its products.
At Lubrizol, the team of professionals responsible for managing your account is dedicated to making it easy for you to do business with us.
This guide has been created to describe the standard services we provide and ensure an efficient and effective sup ply chain for our customers.
Other specific services might be available depending on the manufacturing sites and the nature of our products. There are typically nominal fees associated with non-standard requests, which may require additional supply chain resources. Should you need further information, please contact the account manager or the customer experience representative (CER) responsible for your account.
Lubrizol Additives is a pioneering global supplier of chemical additive technologies including additives for engine oils, driveline and other transportation-related fluids, and industrial lubricants, as well as additives for gasoline and diesel fuel.
We succeed by creating competitive advantages that help our customers be more successful.
We look forward to working with you to meet the specific needs of your business.
This information is also available on our internet website: www.lubrizol.com. Contents
Order Management & Processing Services / Packaging Services 22 How Do I Place an Order? 2 Package Types 22 Customer Experience Center 2 Labelling 24 Documentation 3 Pallets 25 Bulk Orders 4 Packed Goods Orders 4 Quality Controls & Procedures 26 Ordering Lead Times 5 Service After Shipment & Complaint Handling 28 Lead Times 5 Product Return 29 Rush Lead Times 6 Changing Orders 6 Management Systems 31 Minimum Order Quantities 7 Business Continuity 32 Payment & Pricing Terms 9 Application 33
Transportation & Shipping Information 10 Locations & Loading Hours 10 Recommended Incoterms 14 Lubrizol’s Transport Booking 14 Customer’s Transport Booking 16 Pick-up Instructions and Documents 17 Regulations 18 Allowances & Demurrage 19 Types of Equipment & Characteristics 20 Order Management & Processing Services
How Do I Place an Order? This is a secure site that requires user set up and password access. Online access can be requested directly through Customer Experience Center www.mylubrizol.com or contact your Account Manager. This site has been created to complement our traditional Orders can be placed by: contact with the Customer Experience Center. • Calling the Customer Experience Center located in An Order Receipt and/or an Order Acknowledgement Rouen, France along with the Terms and Conditions are provided within two business days of receipt of order. Tel : + 33 2 35 58 14 00
• Contacting the customer experience representative in charge of your account.
• Connecting directly on our internet website:
www.mylubrizol.com
Back to Contents page ORDER MANAGEMENT & PROCESSING SERVICES Documentation On www.mylubrizol.com, as well as placing orders, you Accompanying Document/documents established using can obtain sales order documentation, and product EMCS (Excise Movement and Control System) – e-AD: information online 24 hours a day, seven days a week. electronic administrative document/paper SAP: simplified • Order receipt/Order Acknowledgment AAD), relative to Combined Nomenclature Code of Goods. In this case, the customer would be responsible for • Commercial Invoice handling the document at destination or having it cleared • Packing List by his customs office. Should this clearance be missing, • Shipping documents (Delivery Notes) we would have to invoice the customs costs related to the • Certificate of Analysis (CoA) sale, if any. From 1st January 2020 onwards a new VAT-regulation in • Multilingual Safety Data Sheet (SDS) the EU is applicable, the so called “Quick fixes”. • Product Data Sheet (PDS) Due to the new regulations we need a proof of delivery, a written statement, when the transport is organized by the Additional documents are available upon request: purchaser or on his behalf, provided no later than the 10th • International Consignment Note day of the month following the delivery. • Dangerous Goods Declaration The written statement has to include the following details: • Export Customs Documents • Purchase Material Specification Sheet (PMSS) • The country of destination of the goods • The date of issue Our Rouen and Le Havre plants are bonded sites thus, with • The name and address of the purchaser VAT suspension. • The quantity and commercial description of the Customs export formalities are either done in house or assigned to our dedicated customs forwarders. product • The date and place of arrival of the products For national and intra E.U. exchanges, we may have to • Identification of the person who received the issue accompanying documents (AAD: Administrative products on the behalf of the buyer 3 Back to Contents page ORDER MANAGEMENT & PROCESSING SERVICES
Bulk Orders Packed Goods Orders To guarantee our delivery performance, by road or by Following our commitment to sustainable development, sea, we recommend placing your orders as early as we encourage the optimization of packed shipments. This possible. measure helps to reduce the number of shipments and the related shipping documents. It also provides you some Our bulk products are loaded within a weight tolerance of savings on transport costs. For more information about +/- 300 kg or 2%. However, we may have to contact you our package types, please refer to ‘Packaging Services’. to amend the ordered quantities for logistical reasons. In order to facilitate the handling of our products and to preserve their quality, temperature specifications for efficient unloading and storage are available on the « Product Data Sheet » (PDS).
Combined loadings of maximum two bulk products in multi-compartment trucks may be possible. Please contact your customer experience representative to check the temperature compatibility of our additives as well as the availability of such trucks. Due to additional operation complexity incurred, the following charges apply to multi- compartment truck orders :
Multi-compartment trucks
222 Bulk products 450 Euros
Back to Contents page ORDER MANAGEMENT & PROCESSING SERVICES
Ordering Lead Times • Products manufactured outside the European Union Lead Times can require a minimum lead time of 10 to 12 weeks. Lubrizol recommends using the following lead times for • New product: an additional lead time of 20 business your planning purposes. The standard production lead days minimum may be necessary. times mentioned below (from order receipt to product • availability) apply for batches up to 100 MT and for orders Products not or under forecasted: up to 12 weeks depending on raw material availability. received before 3.00 p.m. (GMT + 1) in the European Customer Experience Center.
Our standard lead times are calculated in business days and apply according to the forecasts you have previously shared with us. The following lead times reflect the average time necessary to manufacture and prepare customer orders for shipment. Lead times do not include transit time.
Some products can be manufactured and made available at outsourced locations. Our subcontracting plants are managed under our Quality Management System (QMS)
Specific cases: • Make-to-stock products may be available in shorter lead times. • In case of volumes greater than 100 MT, please contact your customer experience representative to obtain the corresponding lead time. MTS = Make-to-Stock MTO = Make-to-Order 5 Back to Contents page ORDER MANAGEMENT & PROCESSING SERVICES
Rush Lead Times Changing Orders Since business requirements can be unpredictable, Changes made to orders before 2pm within seven Lubrizol offers rush lead time. The following charges business days before shipment can create operational apply to orders received with a lead time shorter than 5 issues and should be avoided. Order changes could result working days. in a need to reschedule and may cause delays or incur additional fees.
Rush Orders Order Changes / Cancellation
Bulk 850 euros per order Less than 7 business days 850 euros for bulk per order prior to the confirmed 425 euros for packed goods Packed goods 425 euros per order loading date per order
Above fees do not cover extra costs derived from the use Any order amendment or cancellation will require Lubrizol’s of express (urgent service) transport, which will have to be confirmation. at your expense, if and when required. Hamburg Plant Specifics: Amendments to export orders Please contact the customer experience representative in can be accepted no later than six days before the loading charge of your orders to check the feasibility of your date, customs formalities being made in advance. request.
Back to Contents page ORDER MANAGEMENT & PROCESSING SERVICES
Minimum Order Quantities
Due to certain limitations in manufacturing, blending, transportation and handling, some products are subject to strict Minimum Order Quantities. For these instances, your customer experience representative will contact you.
Minimum Order Quantity Fees
Order items requested for less than the quantities specified below will be subject to a review by our teams and, if feasible, a minimum order quantity fees will apply
Minimum Order Fees Quantity Bulk 10 MT €1 275 / £1125 / $1 500
Drums 4 units per product €425 / £375 / $500
These fees do not apply for orders from Lubrizol Hamburg, Gadot, Ghent and Koppers, Nyborg
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Minimum Order Quantities
Pails Minimum order quantities shipped from our Hamburg plant:
Number of 5 Liters Pails 10 Liters Pails 20 Liters Pails Pails Per Layer Pallets type 114 x 76 CP5 114 x 114 CP3 114 x 76 CP5 114 x 114 CP3 114 x 76 CP5 114 x 114 CP3
1 layer 24 36 20 30 8 16
2 layers 48 72 NA 60 16 32
3 layers NA 108 NA NA NA NA
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Payment & Pricing Terms
Standard terms of sale are net thirty (30) days from date of invoice.
Selling price shall be the price mentioned in the Order Acknowledgement.
In addition to our bulk FCA prices (Free Carrier, Incoterms® 2020), the following charges may be added when applicable: • Drum, pail or IBC differential • Pallet, shrink wrapping, strapping differential • Railcar rental • Other costs related to Incoterms 2020 (Freight rate, insurance …) • Any local taxes including VAT (value added tax) • Various service charges • Charges are converted in the invoicing currency at the rate in force at the time of invoicing.
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Locations & Loading Hours You will find hereafter our plants’ loading addresses and loading hours: Lubrizol’s Plants Addresses
Rouen Le Havre Mourenx Hamburg
Rue de Madagascar ZI Portuaire ZI SOBEGI Niederlassung Hamburg 76100 ROUEN 76600 LE HAVRE 64150 MOURENX Billbrookdeich 157 France France France 22113 HAMBURG Germany (GPS : 49° 26’ 9’’N (GPS : 49° 29’ 16.87’’N (GPS : 43° 22’ 57.3’’ N (GPS : 53° 32’ 10.824’’N 1° 3’ 39’’ E) 0° 16’ 17.41’’E) 0° 35’ 51.3’’W) 10° 5’ 51.863’’ E)
Tel +33 2 35 58 14 00 Tel + 33 2 35 13 11 00 Tel + 33 5 59 92 79 78 Tel + 49 40 32 32 82 -15 Fax + 33 2 35 72 76 54 Fax + 33 2 35 20 62 88 Fax + 33 5 59 60 01 73 (-14 -53) Fax + 49 40 32 32 82 -10
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Shipping – Loading Hours
Material / Plant Rouen Le Havre Mourenx* Hamburg**
Export Orders Export Orders Mon / Thur Mon / Thur 6 a.m. – 2 p.m. 6 a.m. – 2 p.m. 7 a.m. – 3 p.m. 6:30 a.m. – 11 a.m. Bulk EU Orders EU Orders Fri 7 a.m. – 2 p.m. Fri 6:30 a.m. – 10 6 a.m. – 5 p.m. 6 a.m. – 5 p.m. a.m. N/A N/A N/A Mon / Thur 8 a.m. – 2 p.m. Package N/A N/A N/A Fri 8 a.m. – 1 p.m.
Mourenx: Loading of one compartment truck only. Safety harness is compulsory for bulk loadings. Copy of drivers’ ID card/passport must be provided 48 hours before loading at Mourenx plant.
** Hamburg: For bulk orders, weighing operations must be performed at the following address before and after loading: Véolia Umweltservice Nord-West GmbH, Werner-Siemens-Strasse, 20, 22113 Hamburg; operations hours: 4 a.m. – 8 p.m. Loading of one compartment truck only.
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Other Shipping Plants in Europe (Lubrizol Care Of)
H&R KOPPERS Denmark ApS GADOT ALKION Terminals** ChemPharm GmbH* Avernakke Haven 2270 Route de la Plaine Neuenkirchener Strasse 8 5800 Nyborg Belgicastraat 3 48499 Salzbergen Terminal 2 – Port 4999 Denmark B 9042 Gent Germany Railways siding address Belgium 76700 Gonfreville L’Orcher Station code : 411074 France
Tel + 45 63 31 3100 Tel +32 9 225 74 52 Tel + 49 5976 945 638 Tel + 33 235 25 85 63 Email : [email protected] Fax + 32 9 225 74 59 Fax +49 5976 945 624 Tel + 33 235 25 86 42 Loading hours Loading hours Loading hours Loading hours
Bulk Bulk Bulk Bulk* 8 a.m. – 2 p.m. 8 a.m. – 4 p.m. 6 a.m. – 6 p.m. 8 a.m. – 3 p.m. Package Package Package Package 8 a.m. – 2 p.m. N/A N/A N/A
* H&R : Time slot to be agreed for each loading. **ALKION : In case of shipments outside of the European Union, all vehicles must be on site before 2 p.m. due to customs documentation procedures. The day prior to loading, your haulier has to contact one of the two numbers mentioned above to arrange an appointment.
After loading, the haulier has to drive back to the Lubrizol Le Havre plant for sampling and to obtain his papers and the IMDG placarding. 12 Back to Contents page TRANSPORTATION & SHIPPING INFORMATION GCA Logistics Multisol International RUBIS**** Care Le Havre*** Services*****
Route de Port Jérôme 1 Chemin de la Mi-Voie Port 4998 ZI les Herbages – 16 Avenue de Quenneport Route de la plaine 76300 Sotteville Les Rouen 76170 Lillebonne 76380 Val De La Haye 76700 Rogerville France France France France
Tel : + 33 232 84 50 03 Tel : +33 235 32 41 13 Tel : +33 235 66 16 52 Fax : +33 232 84 50 22 Loading hours Loading hours Loading hours Loading hours
Bulk Bulk Bulk No bulk shipment 7.30 a.m. – 11.30 a.m. 8:00 a.m. – 3.00 p.m. 7:00 a.m. – 4.30 p.m.
Package Package Package 7:00 a.m. – 3:30 p.m. No package shipment 7:00 a.m. – 4:30 p.m. (last truck entry) 8:00 a.m. – 4:00 p.m.
*** GCA Logistics: Carriers need to book a slot time 24 ***** Multisol Int. Serv.: 48 hours prior to loading, the hours prior to loading at haulier has to arrange an appointment for bulk and [email protected] package collections by calling the mentioned phone **** Rubis: After loading, the haulier has to drive back to number. the Lubrizol Rouen plant for sampling and to obtain his papers and the IMDG placarding.
13 Back to Contents page TRANSPORTATION & SHIPPING INFORMATION
Recommended Incoterms Lubrizol recommends to use the following Incoterms for We will ensure that the applicable transport regulations doing business with us : are respected and that the selected companies comply with our mutual hygiene, security, health and environmental requirements. Recommended Incoterms Mean of Transport The incoterm used defines the transfer of risk for the CPT (Carriage paid to) Multimodal product loss or damage occuring during transport. In CIP (Carriage, Insurance Paid to) Multimodal such an event, you need to make reservations on the International Consignment Note relating to any damage, CFR (Cost and Freight) Maritime loss, weight discrepancy upon product delivery for CIF (Cost, Insurance and Freight) Maritime obvious defects. For other defects, reservations should be made no later than three or seven days, depending on the transport – local or international. You shall inform Lubrizol’s Transport Booking Lubrizol the same day of any such claim. In the absence In order to offer you a comprehensive service, we can of such notification, weight or volume of product shall be organize deliveries to your plant. For this purpose, we deemed to be the weight or volume mentioned on the have selected reliable hauliers with whom we have International Consignment Note. In any other case, you established long-term agreements. shall give notification of any product’s non compliance to its specifications, to Lubrizol by registered letter within By choosing Lubrizol’s transport, one single contact will seven days from goods receipt. handle your orders and deliveries as well as the follow-up of your shipments. Organizing transport helps us to optimize our production and loading schedules by controlling the trucks’ arrival Demurrage costs will remain at our charge if loadings times, which contributes to the continuous improvement exceed the free-time allowance. of our quality of service.
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The transit times negotiated with our hauliers comply with When unloading bulk deliveries at your premises, the regulations in force. For multimodal, rail, maritime truck driver is responsible for opening and closing of transport and consolidation of packed goods, lead times manholes, valves, lids, and any other truck equipment can vary and delivery dates are given for your information and connecting hoses to his truck. Connecting hoses to only. The delivery times you communicate to us will be your own installations remains your responsibility, and conveyed to our hauliers who will endeavor to respect the driver cannot be held responsible should he be them as much as possible but without commitment from required to do it. our part. Rail Transport: Our transport rates are based on the distance and the Our plants have railway siding. Therefore upon your means of transport used. They also include loading and request, we can arrange the transport of certain unloading allowances. products by rail in four axles Rail Tank Car (55 MT). Should you be interested in receiving your order by rail, Road Transport: please contact your customer experience The free unloading allowances are three hours for bulk representative. We also accept to load our customer’s trucks and two hours for packed goods (for shipments chartered railcars if they are washed and cleaned. above 3MT). Beyond these allotted times, demurrage will be charged based on the relevant documentation The prices we provide for renting railcars shipped to (International Consignment Note) signed both by you and main European countries include the transport costs to the driver. and from Lubrizol’s facility. As of the date of shipment, you are granted a period of one month to return the Demurrage at your premises Based on haulier’s invoice empty railcar. (above legal allowances)
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Mourenx Le Havre
Station code 772212 413013
Place code 24653 21618
Siding number 2314136 013395/9
Customer’s Transport Booking In case of FCA Incoterms 2020 sales from Lubrizol sites, our staff will load your carrier’s truck on the confirmed date. All risks and obligations related to the transport are supported by you.
Upon your request, the customer experience representative could also inform your haulier of loading details while confirming the order to your attention. Nevertheless shipment follow-up remains your responsibility. This service will be invoiced according to the below fee:
Booking truck on your 100 euros per truck (bulk or behalf packed)
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Pick-up Instructions & Documents • Cleanliness certificate (see paragraph Regulations). Please ensure that the drivers follow the below instructions when loading at one of our plants and have the proper • Drivers must attend loadings as they are carried out documents available: under their responsibility. • In order to be granted access to our loading sites, drivers • For safety reasons, drivers should be able to understand must have our loading reference and the following IPE instructions provided by our personnel on site in the local (individual protective equipment): safety helmet, safety language or in English. glasses and safety shoes, covering clothes (long sleeves and pants), gloves and compulsory safety harness for • If applicable, it is the driver’s responsibility to indicate to bulk loadings. our staff the customs office where the export documents will be cleared. You must ensure that the documents • Safety procedures: drivers must either have safety handed to the drivers will be cleared, either in an office of procedures signed between Lubrizol and the haulier or the exit of the E.U. or in an inland office recognized by the streamlined version which will be handed over to them NCTS (New Computerized Transit System). Should this upon arrival. In case your driver does not comply with clearance be missing, we will be compelled to invoice you these rules, he/she will be evicted and denied future with the customs tax and duties related to this sale, if any. access to our site. • Please consider any other specific instructions (slot • Identification (ID): drivers should be able to provide their time, specific equipment …) mentioned on the Order ID or passport in order to be identified. Acknowledgment sent by the customer experience • Truck driving licence. representative. • Driver’s training certificate for the transport of dangerous goods. • Instructions in writing ADR 5.4.3. • Valid certificates of approval for the vehicles.
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Regulations • In reference to the article 4.2.1.9.6. of the ADR and IMDG The hauliers you charter must comply with any local, regulations, the filling level of a tank truck shall be less national and international laws related to transportation and than 20% or greater than 80% (not exceeding 95%), to quality requirements for LUBRIZOL products. unless the tank is divided into sections of not more than 7,500 liters capacity or equipped with surge plates. • The driver will be required to present a cleanliness Lubrizol applies the same rules for non-hazardous certificate certified by APLICA (Association products. Professionnelle des Laveurs Intérieurs de Citernes Agréés, agreement dated 22/03/1993) or EFTCO • When unloading bulk deliveries, the truck driver is (agreement dated 24/06/1999 completed with the responsible for opening and closing of manholes, valves, European Cleaning Document created in 2004) dated of lids, and any other truck equipment and connecting hoses maximum five working days for tank trucks and of one to his truck. month for containers. Beyond this validity, you will need to provide us with a non-loading certificate. A visual control will be done to check that the tank is clean, dry *ADR European Regulation for road transportation of and odor free. Otherwise the truck will be refused and Dangerous Goods will be sent to the nearest certified cleaning station. IATA Regulation for air transportation of Penalties for late collection might apply in this case (see Dangerous Goods paragraph Allowances & Demurrage). IMDG International Maritime Dangerous Goods Code • Some of our products are classified hazardous according to current regulations. Hazardous classes are mainly 3 RID International Regulation for rail transportation of (UN 1993 and 3256), 8 (UN 1760 and 3267) and 9 Dangerous Goods (UN 3257 and 3082). All trucks loading these goods have to comply with legal norms for transportation of chemical additives according to ADR/IMDG/RID/IATA* regulations.
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Allowances & Demurrage Trucks arriving early or late might be loaded according to The free-time allowance for bulk loadings on the staff and equipment availability. Demurrage for waiting confirmed date is three hours per loading site. When time will not be accepted. loading multi-products at a single site, an additional 15 minutes free time per product is granted.
We apply the free-time allowance regulations in force for package loading.
It is necessary that drivers collect orders on the loading date confirmed by us, within the opening hours mentioned in paragraph Locations & Loading Hours or at the agreed slot time. Delays may block a manufacturing tank or loading bay and disrupt our schedules. Therefore, extra costs for late collection will be invoiced as per the fees mentioned below:
Late Collection (Non Collection of an Order on the Confirmed Date)
Bulk, Make-to-Stock 450 euros per business day Bulk, Make-to-Order 1500 euros per calendar day Packed goods, full truck 160 euros on 1st day + 30 load euros per extra business day Packed goods, partial 80 euros on 1st day + 15 shipment euros per extra business day
19 Back to Contents page TRANSPORTATION & SHIPPING INFORMATION
Types of Equipment & Characteristics Bulk Loading: Tank Container: Flexitank: • From 20.000 L to 37.500 L • Our additives’ viscosity and equipment capabilities do • IMO certified (International Maritime Organisation) not allow loading in flexitank. • Steam heating coil system For quality and safety reasons, we cannot accept to load the • Electrical heating (when applicable) below transport equipments: • Security handrail for shipments in our Hamburg plant or in Gadot, Belgium • Jumbos (at Rouen and Hamburg plants) • 2 wheel-chocks (to be put in place by the driver) • Tank-truck with a capacity greater than 37.500 liters • Swan neck trailer Tank-truck: • 40 feet trailer • 20.000 L to 37.500 L • Multi-tank with common collector system • ADR agreement, when applicable • Tank trucks dedicated to food or which have contained • Security handrail food in the previous loading (initial reference to the French • Insulated tank legislation: 29/05/2009 Dangerous Goods Transportation Decree – Art. 9) • Tank, lines and valves in stainless steel • Tank trucks dedicated to the transport of dangerous goods • Heating coils specialized in the transport of alcoholic drinks (UN 3065) • 2 wheel-chocks (to be put in place by the driver) • Pump when specifically required • One compartment truck mandatory for loading of one single product
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Loading of Packed Goods: Should one of the above described equipment be missing, As shipper, we are responsible for the loading, stowing the loading could be refused. and securing of packaged cargo. The stowing is done by the driver under the supervision of a Lubrizol employee For safety reasons, we cannot accept to load the below who will guarantee that the operation is made in the transport equipment: respect of the norm EN 12195. • Refrigerated trailer In order to comply with security rules, we reserve the right • Low bed trailer to load our drums on pallets. • Jumbo or swan neck trailer For health and safety reasons, we do not accept to load • Trailers with width lower than 2.40 meters our packed goods in any vehicle containing foodstuffs. • Trailer with a metallic floor or equipped with rolling conveyor system Trailers must be fitted with the following equipment: • Flatbed truck • Anti-slip material (pad or roll) • Lashing straps complying with EN 12195-2 norm, with a tensing effect higher than 350 daN • Edge protectors • Cross beams/lashing beams • Lashing points complying with the EN 12640 norm • 2 wheel-chocks (to be put in place by the driver)
21 Back to Contents page Packaging Services
Package Types Drums:
Thickness Height / Type Capacity Bottom / Lead Diameter (Liters) / Body (mm) (mm)
Standard drums 216 0,8 – 0,8 – 0,8 884 – 585
Open top drums 216 1,1 – 0,8 – 1,1 878 – 585
Plastic drums 220 860 – 600
• Our drums are United Nations approved. Their tare may vary but this has no impact on the net weight, as filling is performed based on the net weight of product per drum. • Plastic drums are used for products which are not compatible with steel drums.
Drum shipments must be single ship point and destination. If drums need to be transferred from one of our plants to another to create a single shipment, the following charge will be added:
Interplant transfer of packed goods 23 euros per 100 KG
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Intermediate Bulk Container (IBCs) In order to guarantee the quality of our products and an optimal packaging, we cannot accept to fill in our Type Capacity Dimensions (Liters) customer’s IBCs. Rigid plastic bag on Intermediate Bulk Pails Container (IBC) 1000 fixed metallic pallet 1000 x 1200 Thickness Height / Type Capacity Bottom / Our 1000 liter containers (IBCs) Diameter Our 1000 liter containers (IBCs) meet the following specifications: (liters) Lead / Body (mm) (mm) • meetPolyethylene the following bag inspecifications: metallic frame • Polyethylene bag in metallic frame • One-way container Plastic pail 5 162 – 241 • One-way container • Stored on a metal pallet (plastic or • Stored on a metal pallet (plastic or wood pallet in Hamburg) Plastic pail 10 204 – 324 wood pallet in Hamburg) • United Nations approved • United Nations approved Plastic pail 20 256 – 358 • Net filling weight can vary from 850 • Net filling weight can vary to 1200 kg according to the product density 850 to 1200 kg according to the product density • Pails are available only for a few specific additives such as antifoams and biocides. ToPlease check note the productthat IBCs availability are not available with this outtype of of French packaging, please contact your customer experience representative, keeping in mind that a minimum order of five units may be required• (see Minimum Order Quantities). Our IBC supplier plants/warehouses. To check the product availability of For pail orders from our Hamburg plant, minimum order offers the collection of empty (used) IBCs. If you wish to benefit from this service, you can dial the phone number indicated this type of packaging from other plants, please contact quantities may be applicable for some of our products on the IBC’s labels. your customer experience representative. (See Minimum Order Quantities). Our IBC supplier offers the collection of empty (used) In order to guarantee the quality of our products and an optimal packaging, we cannot accept to fill in our customer’s IBCs. If you wish to benefit from this service, you can IBCs.dial the phone number indicated on the IBC’s labels. Pails 23 Back to Contents page PACKAGING SERVICES Labelling
Workplace Label: Shipping label: • Product designation • Lubrizol and/or customer product description • Batch number • Customer’s purchase order number • Net weight • Batch number • Hazard communication as per CLP (Classification, • Net weight Labelling and Packaging) regulation as needed • Delivery note • Shipping and delivery addresses • Emergency contact number • Transport regulatory information, as needed
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Destination Label: Upon your request, we can print your own commercial • Lubrizol and/or customer product description designation on the labels of packed goods. • Batch number • Net weight Pallets • Delivery note All our drums are sold on strapped pallets. Shrink-wrapping • Hazard communication labelling in destination country’s can be added on request. Please contact your customer language when needed (pictograms) as per CLP experience representative. (Classification, Labelling and Packaging) regulation as needed
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25 Back to Contents page Quality Controls & Procedures
We hereunder summarize specific arrangements that have data traceability. These data are the basis for issuing been made to meet our commitments to our customers and Certificate of Analysis, part of the shipping documents. to deliver products in accordance with their specifications. Lab results are archived for 10 years and allow Product specifications are identical irrespective of the development of statistical analyses. production site. • Cleanliness of tank trucks, tank vessels and empty packages are checked before loading. Prior To Any Shipment: • Retain samples are collected and saved to make further • In addition to the Product Data Sheet (PDS) for each analysis possible in case of disagreement. Depending on product, Purchased Material Specification Sheets (PMSS) their origins, samples are retained as follows: raw can be agreed between both parties. In absence of materials (three months), intermediates (one year), specific agreement, our products will be shipped under finished products before shipping (two years). our standard specifications. • We control compliance of raw materials specifications received from suppliers and periodical audits are carried out. • We check and maintain our technical equipment in a proper state of repair. Regulated controls and preventive maintenance programs are scheduled mainly in the matter of metrology. • We establish, follow and check a quality control plan for manufacturing each component and each finished product. This plan includes: analytic tests to be carried out, methods of analysis to be used, required specifications, as well as all necessary controls to secure
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Upon Arrival at Your Premises: • The checking process upon arrival of bulk trucks at your premises must ensure that a dip sample of the product is taken from the top of the tank truck. If the sample is taken from the bottom valve, at least 10 liters of product must be drained before taking the sample. • For traceability purposes, the tank container number is reported on the certificate of analysis.
The above controls and procedures, the selection of specialized haulers, our compliance with HSSE and transportation regulations and supply of Material Safety Data Sheets, guarantee that our products are delivered as per your specifications if applicable.
By ensuring through audit controls that the above mentioned measures are respected, you may establish your own unloading policy and decide under your own responsibility whether to carry out quality and quantity controls upon products’ arrival.
27 Back to Contents page Service After Shipment & Complaint Handling
With each shipment, Lubrizol strives for complete You can also visit www.lubrizol.com and simply select customer satisfaction. We value input from our customers Contact Us to request either an SDS or ISO certificate. to help drive continuous improvement. Should you have a concern with an order after it has shipped, our staff will Additional service after shipment requests, such as work directly with you to address your concern. product specifications, technical data sheets and customer questionnaires should be directed to your Lubrizol is fully committed to deliver the best possible account manager or customer experience representative. customer experience to you. Depending on the type of request, the typical turnaround time is 10 business days. To report a complaint about a product or service, please initially contact your customer experience representative or commercial account manager. They will be able to assist and obtain information from you to help resolve the immediate issue. Important details to provide would be the product name, batch number, delivery number, your purchase order and the nature of the complaint. Your customer experience representative is responsible to coordinate all activities including mitigation, resolution and the implementation of corrective and preventive actions and communication with you.
For Safety Data Sheet (SDS) or Product Data Sheet (PDS) requests, please visit www.lubrizol.com, selecting the Quick Links under myLubrizol.
Back to Contents page 28 SERVICE AFTER SHIPMENT & COMPLAINT HANDLING
Product Returns Should you intend to request the return of packed goods to Lubrizol’s customers may request the return of Lubrizol one of our facility, please contact your customer products to a Lubrizol facility. All product returns must be experience representative with the following information: authorized by Lubrizol prior to returning any material to our • Reason for the return facilities. The standard policy is to accept product returns • Number of drums under the following conditions: • Batch number for each drum • Original packaging with seals intact. Partial packages will not be accepted. • Product storage conditions (specify if drums were stored outside or placed in heating room etc.) • Within three years of original purchase. Within one year for metalworking products. • Whether or not original seals are intact • Product must be able to be used or resold (material • Condition of the drums (Please provide pictures) cannot be brought back to a Lubrizol facility if it is • Lubrizol invoice number determined that the only outlet is disposal). • Original Lubrizol production batch number(s) must be provided. • No bulk returns are permitted. • Return of exclusive products will be evaluated on a case-by-case basis. In general, materials produced exclusively for a particular customer may not be returned on the basis of convenience.
29 Back to Contents page SERVICE AFTER SHIPMENT & COMPLAINT HANDLING
This information will enable our different departments to check whether the return can be accepted. If your request is approved, we will issue a credit note as per our below mentioned standard material return terms after reception of the products in our plant. Our administrative and restocking charges are taken into account in the following terms of return.
Material Which Is Terms of Return
Less than one year FCA plant bulk price minus 20%. date of purchase Return freight and customs fees, if any, are at your expenses
One to three years FCA plant bulk price minus 30%. from date of purchase Return freight and customs fees, if any, are at your expenses.
In some cases, a sample may be needed in order to analyze and validate the final decision.
Back to Contents page 30 Management Systems
The Lubrizol Corporation subscribes to the guiding are expected to be conducted periodically utilizing internal principles of Responsible Care®. and external resources.
Globally, all manufacturing and research and development Our quality management system as well as our ISO 9001 centers are encouraged to manage their HSES programs and 14001 and OHSAS 18001 certifications contribute to under a management system, utilizing third-party oversight the continuous improvement of the services and products and certification where appropriate. Internal assessments we offer.
A Sustainable Approach to Business • Align our sustainability efforts with our customers’ goals for mutual success – Includes providing products and services to help them meet their sustainability needs • Set goals and action plans to minimize environmental footprint • Apply guiding principles of American Chemistry Council’s Responsible Care® initiative as foundation of a global basis • Adhere to REACH, the European community’s regulation on chemicals and their safe use • Use lifecycle assessments to help generate innovations in product design, development and manufacturing processes • Committed to actively strengthen the Responsible Care® initiative worldwide as demonstrated through the signing of the Responsible Care® Global Charter • Committed to achieve and maintain Responsible Care® Management System (RCMS) certification through third party audits at Lubrizol U.S. facilities
31 Back to Contents page Business Continuity
Lubrizol has developed a business continuity plan in order These measures include crisis scenarios permitting us to to react swiftly and efficiently in the case of unforeseen rapidly form a committee who will be capable to manage events and to allow the return to business as commercially the situation. The global supply chain team together practicable. with the commercial division will endeavor to maintain continuous supply.
Business Continuity is Essential as Industry Requirements Change and Markets Grow and Mature • Globalization of supply • Varied and broad product performance requirements • International expansion of Original Equipment Manufacturer (OEM’s) • Strategic connection with brand, reputation and value
We Achieve This Through: • Supply chain analysis from raw material procurement to finished product delivery • Enterprise-wide processes for managing supply interruption risk • Business continuity plans for sustainability / continuous improvement • Holistic and personalized approach tailored to customer needs
Our goal is to anticipate prevent and contain disruptive events across the value chain in order to maintain industry leading supply reliability.
Back to Contents page 32 Application
The services in this document and the related sales of Being Essential products are subject to the terms and conditions of any When your company and ours combine energies, great written supply agreement or Lubrizol’s standard terms things can happen. and conditions of sale (as the case may be); collectively called “Standard Terms.” In the event of a conflict between You bring ideas, challenges and opportunities. We bring the Standard Terms and this document, the Standard powerful additive and market expertise, unmatched testing Terms will prevail. Lubrizol will not be responsible if events capabilities, integrated global supply and an independent beyond the reasonable control of Lubrizol prevent or approach to help you differentiate and succeed. impair Lubrizol’s ability to provide the services or products indicated. Visit www.lubrizol.com/successtogether to experience Success Together.
33 Back to Contents page Lubrizol France SAS 25 Quai de France CS 61062 76173 Rouen Cédex FRANCE Telephone : +33 (0) 2 35 58 14 00 www.lubrizol.com 2021 The Lubrizol Corporation. All rights reserved. January 2021. Version 10 16-039039 LZA-EU