Dear customers,

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In order to streamline our services for understanding and meeting our customers’ needs and expectations, we introduce our Service Policy.

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Bi-Oriented PolyPropylene (BOPP) films, being a technical product with industrial applications, require careful handling, transportation and storage in order to provide the suitable performance in their use.

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In case you have observed any non-conformity for our products, we request you to immediately communicate this to the sales or technical person in charge, preferably e-mail, phone or even Talk to Us, stating your claim or dissatisfaction.

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We are listing below some references/information that could help us to better understand your claim, which could speed up the solution of the mentioned non-conformity:

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✓Polo Films nomenclature and its respective commercial invoice number (EXT #);
✓Purchase order number;
✓Rolls identification numbers;
✓Claimed quantity;
✓Reason of non-conformity.

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Receiving of Polo Films®
Any film damage or in its packaging material shall be notified, in writing, at the delivery of the order, by fulfilling the carrier’s check list, and also by annotation on the reverse of the delivery invoice and/or packing list.

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Tag Identification
This data can be found in identification sticks of pallets, rolls, and in the sticker tag applied inside each roll tube.

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Traceability for occurrence checking
Having these references/information available we will track the manufactured lot to verify the occurrence, and when necessary, a technical visit will be scheduled.

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Term of validity
Only products within the term of validity, duly identified at origin, will be considered by Polo Films as non-conformity.
The term of validity is stated in the respective roll tag identification.

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Returns & Compensation
Segregated materials may only be returned after inspection, opinion of the Technical Responsible Person and approval granted by Polo Films, who reserves the right of evaluating the material, searching for the technical origin and the solution of the non-conformity and therefore not accepting any total or partial return of the supplied material without having met the above mentioned conditions.

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Returns or compensation shall not be accepted, either as material replacement or monetary or labor value of converted materials processed as printed, laminated, any chemical solution applied and slit, combined or not with other substrates of any kind (films, paper, aluminum, etc.) or materials having been damaged due to improper handling and storage, in addition to not making indemnifications or replacements of equipment and accessories damaged during the film converting process.

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Under the occurrence of a claim or non-conformity or dissatisfaction regarding any products and after having been granted the consent and properness of the claim by Polo Films, the indemnification shall be made through the process of physical return of the material in the same claimed version and quantity.

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Return procedure

Upon consent and approval by Polo Films® in order to meet in the quickest way your needs, we request to observe the below described Return Procedure:

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1.Do not damage the rolls, mainly their edges;
2.Return the film, preferably with the materials composing its original packaging, arranging it on a pallet. If this is not possible, repack the film protecting the roll edges and placing it on a pallet;
3.Bend the material over the pallet in order to prevent displacements during transportation. Never place the roll standing on the pallet;
4.Keep the original roll identification tags.

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The Responsibility of Polo Films® will be limited, in any and all occurrence, to the loss or damage of maximum the purchase value of the film that was sold.

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These rules will certainly continuously improve our products, processes, systems and services, we thank you for this.

Polo Indústria e Comércio S/A.