REPORTING CLAIMS – Please contact your Sales Representative for product quality matters.
- All claims must be in writing in accordance with the instructions provided below. Verbal claims must be followed by a written claim submitted by the customer.
- ACE may replace the claimed material, issue a credit to Customer’s account in an amount determined by ACE, or deny the claim, at the discretion of ACE.
- Without prior written authorization and ACE issuance of an RMA or NCR, returns will not be accepted.
- ACE considers it to be improper to withhold payments for an outstanding amount related to a claim. Deductions, nonpayment for material, sale, or disposal of material prior to claim settlement could result in credit hold, shipping hold, and/or claim denial.
CUSTOMER REQUIREMENTS
PRODUCT INSPECTION & ACCEPTANCE
- Customers are responsible for inspecting all products upon receipt.
- Any visible damage, shortages, or discrepancies must be documented and reported to ACE.
- In the event the customer refuses to unload a truck, the customer is required to call their Ace sales representative and discuss as a priority.
FILING A CLAIM – For any claim to be processed, Ace must be provided with a documented e-mail including:
- Invoice number, customer PO Number or ACE sales order number.
- The ACE tag number for material traceability.
- The quantity being rejected (weight, sheets, or linear footage).
- Photos / videos which clearly visualize the reported non-conformance.
- Be sure to include a photo showing the tag number(s).
- Photos are to be taken when the material is in a relaxed resting state lying on a flat surface. As a reference, refer to ASTM A1030/A 1030M identifying flat roll shape issues and tolerance.
- A clear description of the defect and reason for rejection, including, but not
limited to, weight or dimensional errors, surface defects or shapes, or identified
issue or flaw.
TIME LIMITS – Claims must be submitted in writing by e-mail within the following time limits:
- Shortages, weight discrepancies and known damages must be reported to ACE within 3 business days of delivery. This includes:
- In-transit damage. Sufficient evidence showing the in-transit damage including a bill of lading signed by the driver and describing the damage incurred is required. Photos must be included.
- Visible damage or shortage including any claimed weight/sheet quantity discrepancy.
- Non-conforming material or hidden defects including discoloration, rust, and/or stains must be reported within 30 calendar days of receipt. Claims filed more than 30 days after ship date will not be considered.
- Approximately 10% of all material should be utilized for the end use before rejecting an entire coil, or bundle of sheets/blanks. If 10% is not run, please provide specifics to support the reasoning why this was not completed.
- Samples may be required for paint coating or shape issues.
- Late claims will not be honored.
- Moisture and condensation are a result of environmental changes and the main contributors for these effects are caused by fluctuation of temperature and humidity. These changes can affect material when in storage or transit or
- can be created when material is stored near open doors or outdoors. Good ventilation with air movement by fans, heaters and well-insulated facilities will reduce the likelihood of moisture and condensation damage.
RETURN AUTHORIZATION
- No product may be returned without prior written authorization from ACE in the form of an ACE issued Eniteo Return Material Authorization (RMA) or Invex NCR.
- These documents are prepared by Ace’s inside sales administrative support.The customer is to label the returned material with the ACE provided RMA #, Invex NCR or Ace tag number. This includes coils, bundles, or skids. Labels utilized should allow ease of removal at some future time.
- Any material returned without written authorization will be subject to associated freight charges or may be refused and returned at the customer’s expense.
RETURN CONDITIONS – Approved returns must meet the following conditions:
- No returns will be accepted if the sales order indicates non-returnable or final sale.
- Returned material must be securely packaged to prevent damage during transit and include clearly identifiable Ace tag number labeling.
- Returns must be made within 15 business days of RMA issuance.
- Custom cut orders & special orders are non-returnable.
RESTOCKING FEES
- A restocking fee of 25% (or otherwise if agreed upon by both parties) will apply to returns not due to ACE’s error.
- Freight costs for returns that are not due to an Ace error are the responsibility of the customer.
LIMITATIONS OF LIABILITY
- ACE’s liability is limited to the replacement of non-conforming material or a refund/credit not exceeding the original purchase price.
- We are not liable for incidental or consequential damages, including but not limited to lost production time, labor costs, or third-party claims.
CREDITS
- For approved claims, Ace will reimburse the cost of the specified material plus freight to the shipped-to location.
- Ace will not accept any consequential, incidental, processing, or handling charges.
- In the event written scrap authorization is approved as a result of an accepted claim, scrap value is expected and will be negotiated between Ace and the customer.
- If material is scrapped as a result of an accepted claim, the scrap value will be deducted from the customer credit based on regional scrap rates then in effect.
GENERAL CONDITIONS
- ACE treats claims based on the invoiced weight. Multiple invoices will require multiple RMA’s.
- Per industry standard, when 98% or more of the rejected material is prime, a claim will not be accepted.
- Any and all material that is being claimed for return must be stored inside until resolution. ACE expects that material will be adequately quarantined and safeguarded from unnecessary degradation or further damage until an inspection can take place.
- ACE reserves the right to inspect any material being claimed at the customer’s site. Inspection visits might include a mill or supplier representative in addition to ACE personnel.
- Unless specified otherwise, the top side of the steel is considered the prime side.
- ACE will not accept claims for rust/water for hot rolled and cold rolled steel that was ordered by customer as dry (no oil).
- Weight discrepancy claims for less than 1% of shipped weight will not be accepted.
- Material if approved for return must be returned in the same condition as initially shipped. Damaged and rusty material that occurs after customer receipt will not be accepted for return.
- Claims for coil breaks will not be considered on hot rolled or P&O material, unless specified as “Coil Break Critical” on the customer order.
- Unless otherwise specified on the customer PO, industry standard ASTM specifications will apply to Ace’s flat rolled steel shape, properties, and dimensions.
- Non-conforming material shall not be resold or scrapped without the prior authorization of ACE. Secondary product is sold on an “as is” basis without any warranties. Defects stated in the material history are typically the primary reason(s) for mill rejection but may not be all-inclusive.
PAINTED MATERIAL
- ACE outsources the painting process and therefore does not warranty the paint system, nor can ACE formally guarantee a prime yield percentage, or a full reimbursement value for non-prime material generated during processing. While we have established contracts with various paint suppliers, please inquire with your ACE sales representative to understand the current prime yield percentage.
- At the time of bid or PO submission it is the customer’s responsibility to communicate any specific paint requirements to ACE. In the event no specific requirements are provided, services will be rendered by our supplier(s) in accordance with relevant and current industry standards, i.e., ASTM, AISi and NCCA.
- ACE will not accept claims under the following circumstances.
- Surface imperfections which arise as result of customer request to ship painted material “eye-to-side”.
- Tolerance stack-up between the base material and painting process which results in the finished product thickness being over-sized, provided all parties involved processed in accordance with relevant and current industry standards.
