Rules for returning goods and submitting claims.

We want your cooperation with POLAP to be simple and reliable.
If you need to return goods, or a defect is identified during processing, please review the following rules:
 

1. General terms

• If an individual supply agreement has been concluded with the customer, the return procedure is governed by that agreement.
• These general rules apply only where the agreement does not stipulate otherwise.
• In accordance with the Civil Law of the Republic of Latvia and generally accepted commercial practice, the customer must check the quantity and visible condition of the goods upon receipt.
• If any discrepancies in quantity or visible quality are identified, you must immediately inform the sales representative or the driver before signing the delivery note (PPR), so POLAP can resolve the issue on the spot.
• Please note that, in line with manufacturers’ terms and printing industry standards, a paper quantity tolerance of up to ±3% is considered acceptable.

2. Returns only with prior approval

• Returns are possible only after prior approval from a POLAP sales representative.
• For your convenience, please complete the return request form (Goods Return Request Form).
• If this is not possible, please contact your sales representative to arrange the return.

 


3. Deadlines for submitting claims

• If the delivered goods do not match the ordered goods, or if there are shortages in quantity or weight, you must report this at the time of receipt, before signing the delivery note (PPR).
• If hidden defects are discovered later and could not have been detected upon receipt, they must be reported within 5 business days from the date the defect is identified, but no later than 30 calendar days from the delivery date.

 

4. Condition of goods

Only goods that meet all of the following criteria will be accepted for return:

• undamaged and clean;
• in intact, original supplier packaging;
• easily identifiable based on accompanying documents and the POLAP product labelling sticker.

 

5. Submitting quality claims

• If quality defects are identified during processing, the processing must be stopped immediately and the POLAP sales representative must be informed.
• The identified defects must be indicated/described in the claim submission form (Claim Submission Form) and supported with photo documentation.
• Please note that paper manufacturers’ terms require that, in cases of non-conformity, at least 90% of the original quantity must be returned unprocessed, unless the non-conformity could not have been detected earlier.
• The following must be submitted together with the claim submission form:
• The original manufacturer pallet or product label sticker and the POLAP label sticker;
• Samples of the defective material, both unprinted and printed;
• Upon request, any other materials evidencing the defects.

The customer must store the rejected goods until the claim is closed and, upon request, return them to POLAP.

 

6. Returns due to customer requirements

If the order requirements have changed, the goods may be returned within 7 calendar days from the date of receipt, subject to an administration fee of EUR 30 + VAT (PVN).

• only goods from POLAP’s regular stock range may be returned;
• goods specifically ordered for the customer are not accepted for return;
• if the return results in additional transport costs, these must be covered by the customer.

 

7. Return and claim handling process

• After the return request form or the claim submission form is completed and registered, your sales representative will contact you to agree on the next steps.
• Please note that returning goods or submitting claims is possible only via this procedure.
• If goods are handed over outside the defined process and without agreement with the sales representative, POLAP assumes no responsibility for reviewing or progressing such a return or claim.

 

8. Final information

POLAP has been part of the printing industry for more than 30 years.
We value our cooperation with every customer; therefore, we assess each case individually and always aim to find a solution that is practical and acceptable for all parties.