General Terms and Conditions of Cooperation
Order:
To process your request, we require a purchase order. The order should be provided in writing via e-mail, fax, post/courier, or in person. Print-ready materials must be supplied with the order, e.g., a PDF file prepared in accordance with the guidelines specified in a separate appendix. The Client bears full responsibility for any legal defects resulting from the content and form of the works and reference materials provided for printing, including any infringement of third-party rights.
Responsibility for quality:
Electronic files are printed exactly as delivered by the Client. In the event of non-compliance with the specification, Intropak Sp.J. will request that the Client make the necessary changes and resend the files. Intropak sp.j. is not responsible for quality issues or delays in the execution of the order if:
- the materials supplied by the Client are incomplete or incorrectly prepared,
- there are any colour discrepancies if a trial print (“proof”) approved by the Client was not produced and supplied with the order; please note that the supplied sample is only a colour simulation.
During printing, the Printing House will follow good printing practice, including ISO 12647-2. Deviations from the ISO 12647-2 standard are allowed only at the Client’s explicit request.
After prior arrangement with the Printing House, the Client may supervise the production process through a delegated employee. The approval date must be agreed by both parties in advance. The Client will be informed of any applicable costs. The Client’s approval may not suspend or hinder the production process or the normal operation of the Printing House.
The Printing House has the right to charge the Client for unjustified suspension or delay of production based on the hourly rate assigned to the given machine. If the Client participates in the approval process, the order lead time is extended by the period required to obtain approval.
Lead times:
All deadlines will be agreed individually by e-mail. Intropak sp.j. undertakes to inform the Client whenever there is a risk to the agreed delivery date.
Estimated lead times are:
a) New product – approx. 15 business days from approval of artwork and prototype.
b) Reprint / repeat order – approx. 10 business days.
The Printing House reserves the right to unilaterally extend the lead time if the Client fails to deliver, on time, the materials necessary to execute the order, proportionally to the Client’s delay. This also applies to approvals of graphic files, layouts, models, etc. The lead time may also be extended due to the current availability of raw materials, which is beyond the Printing House’s control.
If the Client withdraws from the contract for reasons not attributable to the Printing House, or if the Client fails to provide the materials necessary to execute the order within 30 days from placing the order, the Client will be obliged to pay for the raw material and tools prepared for the order.
The Client will be informed by the Printing House about circumstances that threaten timely performance of the contract, as well as about the mitigation measures taken.
Unless otherwise agreed at the quotation stage, the following shall not be considered quantity defects, provided the number of packages is within the limits below:
a) for orders of 10,000 pcs or less – ±5% compared to the quantity stated in the order;
b) for orders of more than 10,000 pcs – ±3% compared to the quantity stated in the order.
Storage and transport rules for the Product. Storage costs for materials and the Product
The Client may use transport provided by the Printing House, use an external carrier, or arrange its own transport. The method of collection and transport of the Product is one of the elements of the contract and is specified in the Order or in the Quotation.
The moment of delivery of Products covered by a given Order shall be deemed as:
a) the moment the Products are collected/delivered, if under the Order the Printing House was obliged to deliver them to the Client;
b) the moment the Products are released, or—if earlier—the day the collection deadline expires, if under the Order the Client (including a third party acting on the Client’s behalf) was obliged to collect the ordered Products.
Upon delivery/release of the Products, the burdens related to those Products and the risk of accidental loss or damage pass to the Client.
If, under the Order, the Client is obliged to collect the Products manufactured under that Order, such collection must take place within 7 (seven) days from the date the Printing House informs the Client that the Order has been completed, unless otherwise explicitly stated in the Order. Failure to collect the goods within this period will result in a storage fee for each Euro pallet of PLN 50.00 net per day of storage.
The Client (entrepreneur) is obliged to follow the Printing House’s guidelines regarding transport and/or storage of the Product, under penalty of losing rights under warranty for defects, in particular:
a) Delivered Products should be stored on pallets, on racks, in closed rooms where temperature and air humidity can be properly regulated regardless of external conditions. The Client is obliged to store products in original, sealed packaging at a recommended temperature of 10–25°C and relative humidity of 45%–65%.
b) Products must be protected from direct sunlight or other heat sources (heaters), as well as from solvent and water vapours. Storage near open gates is not recommended, nor in places where there is a risk of unforeseen air drying and temperature drop. Any unused leftovers from a batch should be repacked and wrapped with stretch film. Products should follow the FIFO rule (the longest-stored goods are issued first).
The Printing House is not liable for any shortages or non-conformities in the product resulting from improper storage, packaging, labelling, processing, sorting, or using the received packaging for purposes other than those guaranteed.
At the Client’s request, a declaration of compliance/quality specification is issued for the delivery.
Financial terms
Prices: The quoted product prices are net prices and must be increased by VAT. Currently VAT is 23%. Written quotations and price offers are valid for a maximum of 14 days from the date of the letter or confirmation. In extraordinary situations, i.e., temporary lack of raw materials, interruptions in supply, or other factors beyond Intropak sp.j.’s ability to fulfill the order, we reserve the right to refuse execution or to propose performance under new terms.
Payments: The basis for payment is an invoice issued by Intropak sp.j. The payment term is stated on the invoice and is consistent with previously concluded agreements and arrangements. Intropak sp.j. has the right to refuse to accept an order and/or release goods to a Client who has outstanding amounts due under issued invoices.
Die-cuts / embossing dies / stamping dies
If the costs of the cutting die / embossing die or hot-stamping dies are covered by the Customer, and after completion of the order they are not collected, Intropak sp.j. undertakes to store them for up to 24 months. After this period, if they are not used, they may be disposed of.
Complaints
The Printing House is liable to the Client for Product Defects arising due to circumstances attributable to the Printing House. The Printing House’s liability for Product Defects is carried out only under this Complaint Procedure; otherwise the Client loses related rights.
The Client declares that it is aware of the limitations imposed by offset printing on designers and accepts their consequences, including colour differences that may occur compared to the image seen on a monitor or prints of the same job produced on different machines. Such differences are not subject to complaint. Non-conformity with the order must be checked and reported in writing no later than 7 days after receiving the goods. For partial deliveries, the obligation of prompt inspection applies to the first and each subsequent batch.
If the quantity of complained goods is below 2% of the ordered goods—except for critical complaints affecting product safety—the entire delivery is deemed compliant.
The shelf-life of Products for use is 3 months from the production date. Only products within this period are subject to the complaint procedure. Regardless of the date the defect is discovered, claims for Product Defects expire after three months from the date the Product is released to the Client or a third party indicated by the Client. Complaints submitted after this period have no legal effect and will be left without further action.
The Client is obliged to comply with all the above recommendations in order to be able to submit claims related to defects of the received packaging.
Submitting a complaint does not release the Buyer from the obligation to pay for the ordered goods within the agreed term.
Within 3 business days of receiving the complaint, it will be reviewed and the Contractor’s employee will inform the Client of the resolution method. If the complaint is accepted, Intropak sp.j. undertakes to replace the goods or provide other forms of compensation agreed in writing within 10 business days.
The claim may not exceed the invoiced value. Liability of the Printing House for lost profits is excluded.
Complaints regarding shipment damage during transport must be reported at the time of receipt. The recipient is obliged to draw up a complaint report in the presence of the person delivering the goods. Complaints not following this procedure will not be considered.
These General Terms and Conditions enter into force on 1 August 2024.