How does LIRIDA-M handle claims and quality complaints from EU buyers?

Short answer: Claims and quality complaints are handled according to the contract, supported by photos, batch data and documentation. Our focus is to analyse the issue quickly, find the root cause and agree a practical solution with the EU buyer.

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This article explains how EU customers can submit a quality complaint or claim to LIRIDA-M, which information is required and how such cases are normally handled in practice.

What information do we need for a claim?

To analyse a complaint efficiently and avoid unnecessary delays, we usually request the following:

• Basic identification – invoice number, delivery date and contract or purchase order reference.
• Product details – product name (Isolon, Warmlex, Isolontape), thickness, density, format and quantity affected.
• Batch information – photos of labels on rolls, pallets or boxes, including batch/lot numbers and production dates where available.
• Description of the issue – what exactly is observed (dimension deviations, defects on surface, adhesion problems, damage in transport, etc.).
• Photo documentation – clear photos of the defect, packaging and, if relevant, the installed material.
• Usage context – how and where the material was stored, processed and installed.

This information allows us to check production records, logistics and packaging, and to determine whether the problem relates to manufacturing, handling or application conditions.

General approach to handling complaints

Once we receive the required information, the typical process is as follows:

— we acknowledge the claim and may request additional clarifications or photos;
— we analyse production, quality and logistics data for the affected batch;
— if needed, we request material samples or arrange joint inspection;
— we discuss the findings with the buyer and propose a practical solution;
— corrective actions are agreed and documented (for example, replacement, partial credit or other measures as per contract).

Our goal is to treat justified claims fairly and in a business-oriented manner, without hiding behind formalities, while still respecting contractual limits and technical realities of the materials.

Transport damage and visible defects on delivery

For damage that appears to have occurred during transport (torn packaging, crushed pallets, missing rolls):

• check the goods upon arrival and take photos before unpacking;
• where possible, note visible damage on the carrier’s CMR or delivery document;
• inform LIRIDA-M as soon as possible and share the documents and photos;
• do not dispose of the damaged material until the situation is clarified.

Responsibility and possible compensation depend on the agreed Incoterms and the place where risk passes from seller to buyer.

Checklist for EU buyers

— keep labels and documentation for each delivery (invoices, packing lists, batch labels);
— document any visible damage or discrepancies immediately on receipt;
— collect photos and a short description before submitting a claim;
— refer to the agreed specifications and tolerances when describing the issue;
— contact LIRIDA-M before using material that appears non-conforming.

Frequently asked questions

• Can we return surplus or unused material? Returns of usable surplus are not a standard service and can only be discussed on a case-by-case basis, subject to condition, volumes and logistics.
• Do you always replace goods in case of a claim? The solution depends on the nature of the issue and the contract. Options may include replacement, partial credit or other measures agreed between the parties.