The Tembec Paperboard Group makes every effort to produce quality products through advanced technology and rigid quality control standards. This policy applies to prime board sales only.

If an issue occurs in the printing or converting process, a judgment of responsibility has to be made cooperatively between the customer, the Tembec Paperboard Group and other pressroom suppliers.

If this issue is attributed to the Tembec Paperboard Group’s product, it is our objective to resolve the problem promptly, equitably and amicably within 30 days of receipt of the written claim.

If the customer encounters a problem that is suspected to be paperboard related and there is doubt that the finished product will be acceptable, it is incumbent upon the customer to stop production and notify a Tembec Paperboard Group representative immediately by telephone. It is the customer’s decision to continue or curtail the converting operation (sheeting, printing, die cutting, scoring, laminating, gluing, foil stamping or embossing). The Tembec Paperboard Group will not pay for subsequent loss if the customer continues to convert defective board without the Tembec Paperboard Group’s prior written consent.

A customer is not authorized to admit fault, commit the Tembec Paperboard Group to settlement of a claim or bind the Tembec Paperboard Group legally.

A customer, upon learning of a problem, should notify the Tembec Paperboard Group Account Manager or Inside Sales Representative by telephone.

A written claim must be submitted within 30 days. A claim will not be considered later than 30 days after the complaint has occurred without prior approval from the Tembec Paperboard Group.

A Tembec Paperboard Group representative should be afforded the opportunity to visit the printing/converting operation, when necessary, and make a complete investigation. Unless the Tembec Paperboard Group has the opportunity to fully investigate the problem, we cannot form a judgment of responsibility and may be forced to deny the claim.

It is the primary responsibility of the Tembec Paperboard Group’s customers to promptly submit identified samples and other evidence representative of the problem. Evidence such as tape pulls, inks, fountain solutions, blankets and printed/unprinted samples, etc, is necessary. The problem should be identified on the samples of the defective board.

The customer must submit the purchase order number, roll/skid numbers, mill order number, detailed description of the problem and current status of the order. A formal claim from the customer including a detailed description of the problem, explanation of the procedures exercised to solve the problem and the results of tests performed must accompany the samples and other evidence.

Claims cannot be deducted from the original invoice. The Tembec Paperboard Group will issue a credit invoice in settlement of approved claims.

Damaged blanket or plate liability for sheet-fed equipment is limited to the replacement cost of a blanket or plate of equal quality.

The Tembec Paperboard Group cannot accept responsibility for problems resulting from paperboard that has been trimmed or otherwise converted by the merchant or converter before printing unless the stock was purchased from the Tembec Paperboard Group in sheet form.

Defects that occur as a direct result of press or converting equipment being operated under abnormal or inappropriate conditions are not the Tembec Paperboard Group’s responsibility.

Registration of a complaint by a customer and acknowledgment that a problem exists by the Tembec Paperboard Group does not constitute acceptance of a claim.

The Tembec Paperboard Group will not entertain consequential damage resulting from the use of its products beyond the customer’s plant.

The Tembec Paperboard Group will not pay for the price difference for a competitor’s board in replacement of its paperboard.

The Tembec Paperboard Group will arrange for removal of unopened defective product from the customer’s floor upon receipt of shipping manifest depicting roll/skid numbers.

When a paperboard problem is discovered, the customer should immediately contact the Tembec Paperboard Group Account Manager or Inside Sales Representative.

The customer should be prepared to provide the purchase order number, roll/skid numbers, mill order number, a brief description of the problem and the current status of the order.

The customer must stop processing the paperboard immediately.

The Tembec Paperboard Group will not pay for subsequent loss if the customer continues to process defective paperboard without the Tembec Paperboard Group’s prior written consent.

The Tembec Paperboard Group will not assume liability for lost production or more than 2 hours of lost press time resulting from running defective paper. A customer who encounters defective paper and elects to continue to print or process the paper assumes responsibility for the cost of the paper and printing/converting.

The selection of the proper grade to meet end-use requirements is the responsibility of the customer.

The Tembec Paperboard Group is not responsible for a problem or claim resulting from end-use requirements extending beyond the capabilities of the grade design.

The Tembec Paperboard Group is pleased to give an opinion and supply information that might be helpful in the grade selection process when requested.

Seller assumes no obligation or liability for the opinion and/or technical advice and information given by seller with reference to the use and end-use of the products, grade selection or results obtained therefrom, and all such opinion, advice and information is given and accepted at buyer’s risk. Buyer agrees to defend, indemnify and hold seller harmless against any and all loss, damages, liability, cost and expense arising out of such use, selection and results.

The Tembec Paperboard Group takes great care to protect its products from adverse moisture conditions. Our products are protected with a moisture barrier.

The Tembec Paperboard Group cannot be responsible for printing or converting problems related to moisture imbalances in the customer’s storage or finishing areas.

While the Tembec Paperboard Group always takes care in cutting and trimming, we can assume no responsibility for the possible hazards associated with work and tumble forms. It is the printer’s duty to ensure the accuracy of the trimmed sheet size before running such work.

Rolls supplied for in-line, right angle, or off-the-press sheeting are inspected as thoroughly as possible before leaving the mill.

The Tembec Paperboard Group is not responsible for lost time due to cutter dust, static, turned corners, scuffs, “cigars,” wrinkles, splices, surface contamination or any other defect which should normally be removed by sheet inspectors.

Target shipment date variance – Late: 0 days, Early: up to 2 days. Notification of any late shipment will be made no later than 1 day prior to scheduled shipment date.

The Tembec Paperboard Group cannot assume responsibility for financial losses that may result from a production delay or transportation delay due to causes beyond the Tembec Paperboard Group’s reasonable control.

The following policy will apply to all unopened standard stock items returned for reasons other than quality or the Tembec Paperboard Group’s error:

Authorization to return stock must first be received from Inside Sales.

Instructions will be given as to when and where the stock should be returned, freight prepaid.

A charge of US$5.00/cwt will be made for the reconditioning and handling of all returned stock – minimum charge of $100.00. The customer is responsible for freight both ways.

A credit for returned stock will be made for all stock received in saleable condition. The value of any damaged stock will be deducted from the credit amount.

Stock cannot be returned after six months from the original date of shipment from the Tembec Paperboard Group.

Upon receipt and verification of defective product, the Tembec Paperboard Group will process a credit for the defective product.

The Tembec Paperboard Group will replace paperboard proven to be defective as quickly as possible.

The Tembec Paperboard Group fully guarantees its products to perform satisfactorily under normal conditions on printing presses.

There is a significant number of post press operations that take place after the printing press operation; these include binding, folding, scoring, embossing, stamping, foil stamping, lamination, foils, films, coatings, U.V., poly and die cutting.

Note: A customer is defined as the sold to or ship to party, merchant, broker, agent, printer, converter or end user.