Introduction - Lubrizol

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Transcript of Introduction - Lubrizol

Page 1: Introduction - Lubrizol
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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.

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Contents

Order Management & Processing Services /

How Do I Place an Order?

Customer Experience Center

Documentation

Bulk Orders

Packed Goods Orders

Ordering Lead Times

Lead Times

Rush Lead Times

Changing Orders

Minimum Order Quantities

Payment & Pricing Terms

Transportation & Shipping Information

Locations & Loading Hours

Recommended Incoterms

Lubrizol’s Transport Booking

Customer’s Transport Booking 16

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Pick-up Instructions and Documents

Regulations

Allowances & Demurrage

Types of Equipment & Characteristics 20

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Packaging Services

Package Types

Labelling

Pallets

Quality Controls & Procedures 26

Service After Shipment & Complaint Handling 28

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Product Return

Management Systems

Business Continuity

Application 33

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Order Management & Processing Services How Do I Place an Order?

Customer Experience Center

Orders can be placed by:

• Calling the Customer Experience Center located inRouen, France

Tel : + 33 2 35 58 14 00

• Contacting the customer experience representativein charge of your account.

• Connecting directly on our internet website:

www.mylubrizol.com

This is a secure site that requires user set up and password

access. Online access can be requested directly through

www.mylubrizol.com or contact your Account Manager.

This site has been created to complement our traditional

contact with the Customer Experience Center.

An Order Receipt and/or an Order Acknowledgement

along with the Terms and Conditions are provided within

two business days of receipt of order.

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Documentation On www.mylubrizol.com, as well as placing orders, you can obtain sales order documentation, and product information online 24 hours a day, seven days a week.

• Order receipt/Order Acknowledgment

• Commercial Invoice

• Packing List

• Shipping documents (Delivery Notes)

• Certificate of Analysis (CoA)

• Multilingual Safety Data Sheet (SDS)

• Product Data Sheet (PDS)

Additional documents are available upon request:

• International Consignment Note

• Dangerous Goods Declaration

• Export Customs Documents

• Purchase Material Specification Sheet (PMSS)

Our Rouen and Le Havre plants are bonded sites thus, with

VAT suspension.

Customs export formalities are either done in house or

assigned to our dedicated customs forwarders.

For national and intra E.U. exchanges, we may have to

issue accompanying documents (AAD: Administrative

Accompanying Document/documents established using

EMCS (Excise Movement and Control System) – e-AD:

electronic administrative document/paper SAP: simplified

AAD), relative to Combined Nomenclature Code of Goods.

In this case, the customer would be responsible for

handling the document at destination or having it cleared

by his customs office. Should this clearance be missing,

we would have to invoice the customs costs related to the

sale, if any.

From 1st January 2020 onwards a new VAT-regulation in the EU is applicable, the so called “Quick fixes”. Due to the new regulations we need a proof of delivery, a written statement, when the transport is organized by the purchaser or on his behalf, provided no later than the 10th day of the month following the delivery.

The written statement has to include the following details:

• The country of destination of the goods

• The date of issue

• The name and address of the purchaser

• The quantity and commercial description of the

product

• The date and place of arrival of the products

• Identification of the person who received the

products on the behalf of the buyer

ORDER MANAGEMENT & PROCESSING SERVICES

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Bulk Orders To guarantee our delivery performance, by road or by sea, we recommend placing your orders as early as possible.

Our bulk products are loaded within a weight tolerance of +/- 300 kg or 2%. However, we may have to contact you 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

Packed Goods Orders Following our commitment to sustainable development, we encourage the optimization of packed shipments. This measure helps to reduce the number of shipments and the related shipping documents. It also provides you some savings on transport costs. For more information about our package types, please refer to ‘Packaging Services’.

ORDER MANAGEMENT & PROCESSING SERVICES

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Ordering Lead Times

Lead Times

Lubrizol recommends using the following lead times for

your planning purposes. The standard production lead

times mentioned below (from order receipt to product

availability) apply for batches up to 100 MT and for orders

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 shorterlead times.

• In case of volumes greater than 100 MT, pleasecontact your customer experience representative toobtain the corresponding lead time.

ORDER MANAGEMENT & PROCESSING SERVICES

• Products manufactured outside the European Unioncan require a minimum lead time of 10 to 12 weeks.

• New product: an additional lead time of 20 businessdays minimum may be necessary.

• Products not or under forecasted: up to 12 weeksdepending on raw material availability.

MTS = Make-to-Stock MTO = Make-to-Order

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Rush Orders

Bulk 850 euros per order

Packed goods 425 euros per order

Order Changes / Cancellation

Less than 7 business days prior to the confirmed

loading date

850 euros for bulk per order 425 euros for packed goods

per order

Rush Lead Times

Since business requirements can be unpredictable,

Lubrizol offers rush lead time. The following charges

apply to orders received with a lead time shorter than 5

working days.

Above fees do not cover extra costs derived from the use

of express (urgent service) transport, which will have to be

at your expense, if and when required.

Please contact the customer experience representative in

charge of your orders to check the feasibility of your

request.

Any order amendment or cancellation will require Lubrizol’s

confirmation.

Hamburg Plant Specifics: Amendments to export orders

can be accepted no later than six days before the loading

date, customs formalities being made in advance.

Changing Orders Changes made to orders before 2pm within seven business days before shipment can create operational issues and should be avoided. Order changes could result in a need to reschedule and may cause delays or incur additional fees.

ORDER MANAGEMENT & PROCESSING SERVICES

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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 Quantity

Fees

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

ORDER MANAGEMENT & PROCESSING SERVICES

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Number of Pails Per Layer

5 Liters Pails 10 Liters Pails 20 Liters Pails

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

ORDER MANAGEMENT & PROCESSING SERVICES

Minimum Order Quantities

Pails Minimum order quantities shipped from our Hamburg plant:

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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 therate in force at the time of invoicing.

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Rouen Le Havre Mourenx Hamburg

Rue de Madagascar 76100 ROUEN

France

ZI Portuaire 76600 LE HAVRE

France

ZI SOBEGI 64150 MOURENX

France

Niederlassung Hamburg Billbrookdeich 157 22113 HAMBURG

Germany

(GPS : 49° 26’ 9’’N 1° 3’ 39’’ E)

(GPS : 49° 29’ 16.87’’N 0° 16’ 17.41’’E)

(GPS : 43° 22’ 57.3’’ N 0° 35’ 51.3’’W)

(GPS : 53° 32’ 10.824’’N 10° 5’ 51.863’’ E)

Tel +33 2 35 58 14 00 Fax + 33 2 35 72 76 54

Tel + 33 2 35 13 11 00 Fax + 33 2 35 20 62 88

Tel + 33 5 59 92 79 78 Fax + 33 5 59 60 01 73

Tel + 49 40 32 32 82 -15 (-14 -53)

Fax + 49 40 32 32 82 -10

Transportation & Shipping Information

Locations & Loading Hours

You will find hereafter our plants’ loading addresses and loading hours:

Lubrizol’s Plants Addresses

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Material / Plant Rouen Le Havre Mourenx* Hamburg**

Bulk

Export Orders 6 a.m. – 2 p.m.

Export Orders 6 a.m. – 2 p.m.

Mon / Thur 7 a.m. – 3 p.m.

Mon / Thur 6:30 a.m. – 11 a.m.

EU Orders 6 a.m. – 5 p.m.

EU Orders 6 a.m. – 5 p.m.

Fri 7 a.m. – 2 p.m. Fri 6:30 a.m. – 10 a.m.

Package

N/A N/A N/A Mon / Thur 8 a.m. – 2 p.m.

N/A N/A N/A Fri 8 a.m. – 1 p.m.

Shipping – Loading Hours

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.

TRANSPORTATION & SHIPPING INFORMATION

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KOPPERS Denmark ApS GADOT H&R

ChemPharm GmbH* ALKION Terminals**

Avernakke 5800 Nyborg

Denmark Railways siding address Station code : 411074

Haven 2270 Belgicastraat 3 B 9042 Gent

Belgium

Neuenkirchener Strasse 8 48499 Salzbergen

Germany

Route de la Plaine Terminal 2 – Port 4999

76700 Gonfreville L’Orcher France

Tel + 45 63 31 3100 Email : [email protected]

Tel +32 9 225 74 52 Fax + 32 9 225 74 59

Tel + 49 5976 945 638 Fax +49 5976 945 624

Tel + 33 235 25 85 63 Tel + 33 235 25 86 42

Loading hours Loading hours Loading hours Loading hours

Bulk 8 a.m. – 2 p.m.

Bulk 8 a.m. – 4 p.m.

Bulk 6 a.m. – 6 p.m.

Bulk* 8 a.m. – 3 p.m.

Package 8 a.m. – 2 p.m.

Package N/A

Package N/A

Package N/A

Other Shipping Plants in Europe (Lubrizol Care Of)

TRANSPORTATION & SHIPPING INFORMATION

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* 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.

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GCA Logistics

Le Havre*** RUBIS****

Multisol International Services***** Care

Route de Port Jérôme ZI les Herbages –

76170 Lillebonne France

16 Avenue de Quenneport

76380 Val De La Haye France

1 Chemin de la Mi-Voie

76300 Sotteville Les Rouen France

Port 4998

Route de la plaine 76700 Rogerville

France

Tel : + 33 232 84 50 03 Fax : +33 232 84 50 22

Tel : +33 235 32 41 13 Tel : +33 235 66 16 52

Loading hours Loading hours Loading hours Loading hours

No bulk shipment Bulk

7.30 a.m. – 11.30 a.m.

Bulk

8:00 a.m. – 3.00 p.m. Bulk

7:00 a.m. – 4.30 p.m.

Package 7:00 a.m. – 3:30 p.m.

(last truck entry) No package shipment

Package

8:00 a.m. – 4:00 p.m.

Package 7:00 a.m. – 4:30 p.m.

*** GCA Logistics: Carriers need to book a slot time 24

hours prior to loading at

[email protected]

**** Rubis: After loading, the haulier has to drive back to

the Lubrizol Rouen plant for sampling and to obtain his

papers and the IMDG placarding.

TRANSPORTATION & SHIPPING INFORMATION

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***** Multisol Int. Serv.: 48 hours prior to loading, the

haulier has to arrange an appointment for bulk and

package collections by calling the mentioned phone

number.

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Recommended Incoterms Lubrizol recommends to use the following Incoterms for doing business with us :

Recommended Incoterms Mean of Transport

CPT (Carriage paid to) Multimodal

CIP (Carriage, Insurance Paid to) Multimodal

CFR (Cost and Freight) Maritime

CIF (Cost, Insurance and Freight) Maritime

Lubrizol’s Transport Booking In order to offer you a comprehensive service, we can organize deliveries to your plant. For this purpose, we have selected reliable hauliers with whom we have established long-term agreements.

By choosing Lubrizol’s transport, one single contact will handle your orders and deliveries as well as the follow-up of your shipments.

Demurrage costs will remain at our charge if loadings exceed the free-time allowance.

We will ensure that the applicable transport regulations are respected and that the selected companies comply with our mutual hygiene, security, health and environmental requirements.

The incoterm used defines the transfer of risk for the product loss or damage occuring during transport. In such an event, you need to make reservations on the International Consignment Note relating to any damage, loss, weight discrepancy upon product delivery for 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 the same day of any such claim. In the absence of such notification, weight or volume of product shall be deemed to be the weight or volume mentioned on the International Consignment Note. In any other case, you shall give notification of any product’s non compliance to its specifications, to Lubrizol by registered letter within seven days from goods receipt.

Organizing transport helps us to optimize our production and loading schedules by controlling the trucks’ arrival times, which contributes to the continuous improvement of our quality of service.

TRANSPORTATION & SHIPPING INFORMATION

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Demurrage at your premises

(above legal allowances) Based on haulier’s invoice

The transit times negotiated with our hauliers comply with regulations in force. For multimodal, rail, maritime transport and consolidation of packed goods, lead times can vary and delivery dates are given for your information only. The delivery times you communicate to us will be conveyed to our hauliers who will endeavor to respect them as much as possible but without commitment from our part.

Our transport rates are based on the distance and the means of transport used. They also include loading and unloading allowances.

Road Transport: The free unloading allowances are three hours for bulk trucks and two hours for packed goods (for shipments above 3MT). Beyond these allotted times, demurrage will be charged based on the relevant documentation (International Consignment Note) signed both by you and the driver.

When unloading bulk deliveries at your premises, the truck driver is responsible for opening and closing of manholes, valves, lids, and any other truck equipment and connecting hoses to his truck. Connecting hoses to your own installations remains your responsibility, and the driver cannot be held responsible should he be required to do it.

Rail Transport: Our plants have railway siding. Therefore upon your request, we can arrange the transport of certain products by rail in four axles Rail Tank Car (55 MT). Should you be interested in receiving your order by rail, please contact your customer experience representative. We also accept to load our customer’s chartered railcars if they are washed and cleaned.

The prices we provide for renting railcars shipped to main European countries include the transport costs to and from Lubrizol’s facility. As of the date of shipment, you are granted a period of one month to return the empty railcar.

TRANSPORTATION & SHIPPING INFORMATION

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Booking truck on your behalf

100 euros per truck (bulk or packed)

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:

TRANSPORTATION & SHIPPING INFORMATION

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Pick-up Instructions & Documents Please ensure that the drivers follow the below instructions when loading at one of our plants and have the proper documents available: • In order to be granted access to our loading sites, drivers

must have our loading reference and the following IPE(individual protective equipment): safety helmet, safetyglasses and safety shoes, covering clothes (long sleevesand pants), gloves and compulsory safety harness forbulk loadings.

• Safety procedures: drivers must either have safetyprocedures signed between Lubrizol and the haulier or the streamlined version which will be handed over to themupon arrival. In case your driver does not comply withthese rules, he/she will be evicted and denied futureaccess to our site.

• Identification (ID): drivers should be able to provide theirID or passport in order to be identified.

• Truck driving licence.

• Driver’s training certificate for the transport of dangerousgoods.

• Instructions in writing ADR 5.4.3.

• Valid certificates of approval for the vehicles.

• Cleanliness certificate (see paragraph Regulations).

• Drivers must attend loadings as they are carried outunder their responsibility.

• For safety reasons, drivers should be able to understandinstructions provided by our personnel on site in the locallanguage or in English.

• If applicable, it is the driver’s responsibility to indicate toour staff the customs office where the export documentswill be cleared. You must ensure that the documentshanded to the drivers will be cleared, either in an office ofexit of the E.U. or in an inland office recognized by theNCTS (New Computerized Transit System). Should thisclearance be missing, we will be compelled to invoice youwith the customs tax and duties related to this sale, if any.

• Please consider any other specific instructions (slottime, specific equipment …) mentioned on the OrderAcknowledgment sent by the customer experiencerepresentative.

TRANSPORTATION & SHIPPING INFORMATION

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Regulations

The hauliers you charter must comply with any local, national and international laws related to transportation and to quality requirements for LUBRIZOL products.

• The driver will be required to present a cleanlinesscertificate certified by APLICA (AssociationProfessionnelle des Laveurs Intérieurs de CiternesAgréés, agreement dated 22/03/1993) or EFTCO(agreement dated 24/06/1999 completed with theEuropean Cleaning Document created in 2004) dated ofmaximum five working days for tank trucks and of onemonth for containers. Beyond this validity, you will needto provide us with a non-loading certificate. A visualcontrol will be done to check that the tank is clean, dryand odor free. Otherwise the truck will be refused andwill be sent to the nearest certified cleaning station.Penalties for late collection might apply in this case (seeparagraph Allowances & Demurrage).

• Some of our products are classified hazardous accordingto current regulations. Hazardous classes are mainly 3(UN 1993 and 3256), 8 (UN 1760 and 3267) and 9(UN 3257 and 3082). All trucks loading these goods haveto comply with legal norms for transportation of chemicaladditives according to ADR/IMDG/RID/IATA* regulations.

• In reference to the article 4.2.1.9.6. of the ADR and IMDGregulations, the filling level of a tank truck shall be lessthan 20% or greater than 80% (not exceeding 95%),unless the tank is divided into sections of not more than7,500 liters capacity or equipped with surge plates.Lubrizol applies the same rules for non-hazardousproducts.

• When unloading bulk deliveries, the truck driver isresponsible for opening and closing of manholes, valves,lids, and any other truck equipment and connecting hosesto his truck.

*ADR European Regulation for road transportation of Dangerous Goods

IATA Regulation for air transportation of Dangerous Goods

IMDG International Maritime Dangerous Goods Code

RID International Regulation for rail transportation of Dangerous Goods

TRANSPORTATION & SHIPPING INFORMATION

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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 load

160 euros on 1st day + 30 euros per extra business day

Packed goods, partial shipment

80 euros on 1st day + 15 euros per extra business day

Allowances & Demurrage

The free-time allowance for bulk loadings on the

confirmed date is three hours per loading site. When

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:

Trucks arriving early or late might be loaded according to

staff and equipment availability. Demurrage for waiting

time will not be accepted.

TRANSPORTATION & SHIPPING INFORMATION

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Types of Equipment & Characteristics

Bulk Loading:

Tank Container:

• From 20.000 L to 37.500 L

• IMO certified (International Maritime Organisation)

• Steam heating coil system

• Electrical heating (when applicable)

• Security handrail for shipments in our Hamburg plant orin Gadot, Belgium

• 2 wheel-chocks (to be put in place by the driver)

Tank-truck:

• 20.000 L to 37.500 L

• ADR agreement, when applicable

• Security handrail

• Insulated tank

• Tank, lines and valves in stainless steel

• Heating coils

• 2 wheel-chocks (to be put in place by the driver)

• Pump when specifically required

• One compartment truck mandatory for loading ofone single product

Flexitank:

• Our additives’ viscosity and equipment capabilities donot allow loading in flexitank.

For quality and safety reasons, we cannot accept to load the below transport equipments:

• Jumbos (at Rouen and Hamburg plants)

• Tank-truck with a capacity greater than 37.500 liters

• Swan neck trailer

• 40 feet trailer

• Multi-tank with common collector system

• Tank trucks dedicated to food or which have containedfood in the previous loading (initial reference to the Frenchlegislation: 29/05/2009 Dangerous Goods TransportationDecree – Art. 9)

• Tank trucks dedicated to the transport of dangerous goodsspecialized in the transport of alcoholic drinks (UN 3065)

TRANSPORTATION & SHIPPING INFORMATION

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Loading of Packed Goods:

As shipper, we are responsible for the loading, stowing

and securing of packaged cargo. The stowing is done by

the driver under the supervision of a Lubrizol employee

who will guarantee that the operation is made in the

respect of the norm EN 12195.

In order to comply with security rules, we reserve the right

to load our drums on pallets.

For health and safety reasons, we do not accept to load

our packed goods in any vehicle containing foodstuffs.

Trailers must be fitted with the following equipment:

• Anti-slip material (pad or roll)

• Lashing straps complying with EN 12195-2 norm, with atensing 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)

Should one of the above described equipment be missing,

the loading could be refused.

For safety reasons, we cannot accept to load the below

transport equipment:

• Refrigerated trailer

• Low bed trailer

• Jumbo or swan neck trailer

• Trailers with width lower than 2.40 meters

• Trailer with a metallic floor or equipped with rollingconveyor system

• Flatbed truck

TRANSPORTATION & SHIPPING INFORMATION

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Type Capacity (Liters)

Thickness Bottom / Lead / Body (mm)

Height / Diameter

(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

Interplant transfer of packed goods

23 euros per 100 KG

Packaging Services Package Types

Drums:

• 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:

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Type Capacity (Liters)

Dimensions

Intermediate Bulk Container (IBC)

1000 Rigid plastic bag on

fixed metallic pallet 1000 x 1200

Type Capacity (liters)

Thickness Bottom /

Lead / Body (mm)

Height / Diameter

(mm)

Plastic pail 5 162 – 241

Plastic pail 10 204 – 324

Plastic pail 20 256 – 358

Intermediate Bulk Container (IBCs)

Our 1000 liter containers (IBCs) meet the following specifications:

• Polyethylene bag in metallic frame

• One-way container

• Stored on a metal pallet (plastic or

wood pallet in Hamburg)

• United Nations approved

• Net filling weight can vary from 850

to 1200 kg according to the product density

To check the product availability with this type of 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 offers the collection of empty (used) IBCs. If you wish to benefit from this service, you can dial the phone number indicated on the IBC’s labels.

In order to guarantee the quality of our products and an optimal packaging, we cannot accept to fill in our customer’s

IBCs.

Pails

In order to guarantee the quality of our products and an optimal packaging, we cannot accept to fill in our customer’s IBCs.

Pails

• Pails are available only for a few specific additives such as antifoams and biocides.

• For pail orders from our Hamburg plant, minimum order quantities may be applicable for some of our products (See Minimum Order Quantities).

Our 1000 liter containers (IBCs) meet the following specifications:

• Polyethylene bag in metallic frame

• One-way container

• Stored on a metal pallet (plastic or wood pallet in Hamburg)

• United Nations approved

• Net filling weight can vary850 to 1200 kg according to the product density

Please note that IBCs are not available out of French plants/warehouses. To check the product availability of this type of packaging from other plants, please contact your customer experience representative. Our IBC supplier offers the collection of empty (used) IBCs. If you wish to benefit from this service, you can dial the phone number indicated on the IBC’s labels.

PACKAGING SERVICES

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Labelling

Workplace Label:

• Product designation

• Batch number

• Net weight

• Hazard communication as per CLP (Classification,Labelling and Packaging) regulation as needed

Shipping label:

• Lubrizol and/or customer product description

• Customer’s purchase order number

• Batch number

• Net weight

• Delivery note

• Shipping and delivery addresses

• Emergency contact number

• Transport regulatory information, as needed

PACKAGING SERVICES

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Destination Label:

• Lubrizol and/or customer product description

• Batch number

• Net weight

• Delivery note• Hazard communication labelling in destination country’s

language when needed (pictograms) as per CLP(Classification, Labelling and Packaging) regulationas needed

Upon your request, we can print your own commercial

designation on the labels of packed goods.

Pallets

All our drums are sold on strapped pallets. Shrink-wrapping can be added on request. Please contact your customer experience representative.

PACKAGING SERVICES

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Quality Controls & Procedures We hereunder summarize specific arrangements that have

been made to meet our commitments to our customers and

to deliver products in accordance with their specifications.

Product specifications are identical irrespective of the

production site.

Prior To Any Shipment:

• In addition to the Product Data Sheet (PDS) for eachproduct, Purchased Material Specification Sheets (PMSS)can be agreed between both parties. In absence ofspecific agreement, our products will be shipped underour standard specifications.

• We control compliance of raw materials specifications

received from suppliers and periodical audits arecarried out.

• We check and maintain our technical equipment in aproper state of repair. Regulated controls and preventivemaintenance programs are scheduled mainly in the matterof metrology.

• We establish, follow and check a quality control plan formanufacturing each component and each finishedproduct. This plan includes: analytic tests to be carriedout, methods of analysis to be used, requiredspecifications, as well as all necessary controls to secure

data traceability. These data are the basis for issuing Certificate of Analysis, part of the shipping documents. Lab results are archived for 10 years and allow development of statistical analyses.

• Cleanliness of tank trucks, tank vessels and emptypackages are checked before loading.

• Retain samples are collected and saved to make furtheranalysis possible in case of disagreement. Depending ontheir origins, samples are retained as follows: rawmaterials (three months), intermediates (one year),finished products before shipping (two years).

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Upon Arrival at Your Premises:

• The checking process upon arrival of bulk trucks at yourpremises must ensure that a dip sample of the product istaken 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 isreported 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.

QUALITY CONTROL & PROCEDURES

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Service After Shipment & Complaint Handling With each shipment, Lubrizol strives for complete

customer satisfaction. We value input from our customers

to help drive continuous improvement. Should you have a

concern with an order after it has shipped, our staff will

work directly with you to address your concern.

Lubrizol is fully committed to deliver the best possible

customer experience to you.

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.

You can also visit www.lubrizol.com and simply select

Contact Us to request either an SDS or ISO certificate.

Additional service after shipment requests, such as

product specifications, technical data sheets and

customer questionnaires should be directed to your

account manager or customer experience representative.

Depending on the type of request, the typical turnaround

time is 10 business days.

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Product Returns

Lubrizol’s customers may request the return of Lubrizol products to a Lubrizol facility. All product returns must be authorized by Lubrizol prior to returning any material to our facilities. The standard policy is to accept product returns under the following conditions:

• Original packaging with seals intact. Partial packageswill not be accepted.

• Within three years of original purchase. Within one yearfor metalworking products.

• Product must be able to be used or resold (material cannot be brought back to a Lubrizol facility if it is

determined that the only outlet is disposal).

• Original Lubrizol production batch number(s) must beprovided.

• No bulk returns are permitted.

• Return of exclusive products will be evaluated on acase-by-case basis. In general, materials producedexclusively for a particular customer may not be returnedon the basis of convenience.

Should you intend to request the return of packed goods to one of our facility, please contact your customer experience representative with the following information:

• Reason for the return

• Number of drums

• Batch number for each drum

• Product storage conditions (specify if drums were stored outside or placed in heating room etc.)

• Whether or not original seals are intact

• Condition of the drums (Please provide pictures)

• Lubrizol invoice number

SERVICE AFTER SHIPMENT & COMPLAINT HANDLING

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Material Which Is Terms of Return

Less than one year date of purchase

FCA plant bulk price minus 20%. Return freight and customs fees, if

any, are at your expenses

One to three years from date of purchase

FCA plant bulk price minus 30%. Return freight and customs fees, if

any, are at your expenses.

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.

In some cases, a sample may be needed in order to analyze

and validate the final decision.

SERVICE AFTER SHIPMENT & COMPLAINT HANDLING

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The Lubrizol Corporation subscribes to the guiding

principles of Responsible Care®.

Globally, all manufacturing and research and development

centers are encouraged to manage their HSES programs

under a management system, utilizing third-party oversight

and certification where appropriate. Internal assessments

are expected to be conducted periodically utilizing internal

and external resources.

Our quality management system as well as our ISO 9001

and 14001 and OHSAS 18001 certifications contribute to

the continuous improvement of the services and products

we offer.

Management Systems

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 signingof the Responsible Care® Global Charter

• Committed to achieve and maintain Responsible Care® Management System (RCMS) certification through third partyaudits at Lubrizol U.S. facilities

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Lubrizol has developed a business continuity plan in order

to react swiftly and efficiently in the case of unforeseen

events and to allow the return to business as commercially

practicable.

These measures include crisis scenarios permitting us to

rapidly form a committee who will be capable to manage

the situation. The global supply chain team together

with the commercial division will endeavor to maintain

continuous supply.

Business Continuity

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.

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The services in this document and the related sales of

products are subject to the terms and conditions of any

written supply agreement or Lubrizol’s standard terms

and conditions of sale (as the case may be); collectively

called “Standard Terms.” In the event of a conflict between

the Standard Terms and this document, the Standard

Terms will prevail. Lubrizol will not be responsible if events

beyond the reasonable control of Lubrizol prevent or

impair Lubrizol’s ability to provide the services or products

indicated.

Being Essential

When your company and ours combine energies, great

things can happen.

You bring ideas, challenges and opportunities. We bring

powerful additive and market expertise, unmatched testing

capabilities, integrated global supply and an independent

approach to help you differentiate and succeed.

Visit www.lubrizol.com/successtogether to experience

Success Together.

Application

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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