Quality & claims

What happens if something is wrong with a delivery, what we need from you to resolve it, and how responsibility is handled.

Quality checks and documents

Goods are checked against the ordered standard and specification before shipment. Test reports and certificates of origin can be supplied with the shipment. Our management systems are certified to ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018 — certificate numbers and validity dates are on the certifications page.

Material guarantee and shelf life

We guarantee that the material grade supplied matches the grade specified in the order. Test reports and certificates of origin can be supplied so the material can be verified. We do not claim a fixed shelf life of 12 months or any other period — no supplier can guarantee how goods will be stored or used after delivery.

Raising a claim

Please raise any quality problem within 1 week of receiving the goods. Depending on the case we will replace the goods or arrange a new shipment. We reply to claims within 24 hours.

To make the review fast, include: order number or invoice number, product and standard, quantity affected, photos or measurements showing the problem, and what the goods were going to be used for.

If the wrong item was ordered

If the goods do not fit the application because of an ordering mistake rather than a quality problem, we still prioritise arranging a shipment that solves the actual use, so production is not held up. In that case the freight for the replacement shipment is borne by the customer.

How responsibility is handled

Whatever the cause, our first aim is to solve the problem for the customer. If the problem is on our side, we supply the replacement and cover the freight. If it is not on our side, the customer covers the freight; we still help arrange the fastest practical solution. Each case is reviewed on its facts and agreed with the customer before action is taken.

Third-party inspection

We accept third-party inspection before shipment (for example SGS, BV or TUV). The inspection fee and the inspector's travel and accommodation costs are borne by the customer; we host the inspector and provide the access needed for the inspection.

After-sales contact

Claims and technical questions: eric@lzfasteners.com.