Standard Supply Chain Services

Customer Handbook
Lubrizol Personal Care
Europe, Middle East & Africa

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Introduction
At Lubrizol, we are dedicated to making it easy for you to do business with us. This handbook, which details
our standard Supply Chain service offerings, has been developed to ensure efficient and effective communication
of the services we offer to you.

Lubrizol Personal Care offerings beyond the standard may be available, and we welcome the opportunity to review
requests for additional service. There may be fees associated with non-standard requests, which often require
additional resources.

The Lubrizol Corporation combines our unique chemistry expertise, formulation and applications capabilities,
and market insights to positively impact the lives of our customers’ end users around the globe.

We look forward to working with you to meet the specific needs of your business.

This information is also available on www.lubrizol.com.

 Contents
Order Management & Processing Services /
How Do I Place an Order?..................................... 2
Customer Experience Center .................................... .2
Documentation.......................................................... .3
Ordering Lead Times.......................................... .3
Rush Lead Times..................................................... .4
Changing Orders..................................................... 4.
Minimum Order Quantities...................................... .5
Split Load Bulk Products........................................... .5
Pricing & Payment Terms.................................... .5
Transportation & Shipping Information................ 6
Locations & Loading Hours ................................ .6
Lubrizol’s Transport Booking............................... 7.
Customer’s Transport Booking............................ 8.
Pickup Instructions and Documents.. .............. 9.
Regulations................................................... 1. 0
Allowances & Demurrage............................... .11
Loading of Packed Goods. . ............................ .12
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Packaging Services................................................ 13
Package Types................................................... .13
Palletized, Shrink-Wrapped & Banded Packaging..13
Major Types of Packaging................................... .13
Labeling............................................................. .14
Quality Controls & Procedures............................. 16
Upon Arrival at Your Premises............................. .17
Service After Shipment & Complaint Handling.... 18
Product Returns................................................. .19
Sampling / How Do I Order a Sample?................. 20
Technical Service Support................................... .2 0
Business Continuity............................................... 21
Management Systems........................................... 22
Lubrizol Personal Care.......................................... 23
Application.............................................................. 24
Order Management & Processing Services
How Do I Place an Order? This is a secure site that requires user set up and password
access. Online access can be requested directly through
https://my.lubrizol.com or contact your Sales Account
Customer Experience Center
Manager. This site has been created to complement our
Orders can be placed by: traditional contact with the Customer Experience Center.
• Calling the Lubrizol Personal Care Customer Experience For additional information on electronic commerce options,
Center, located in Brussels, Belgium: please contact your customer experience representative or
Lubrizol Advanced Materials BVBA sales account manager.
Chaussée de Wavre 1945
1160 Brussels

Phone : + 32 2 678 1911

Fax : + 32 2 678 2005

• Contacting the customer experience representative in

charge of your account.

• Connecting directly on our internet website:

https://my.lubrizol.com

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 ORDER MANAGEMENT & PROCESSING SERVICES
Documentation
The following documents are standard documents
provided by Lubrizol, some of which are also available
through my.lubrizol.com:
• Order receipt / Order Acknowledgment – with Terms
and Conditions
• Commercial Invoice
• Shipping Documents : Packing List, Delivery Note
• Certificate of Analysis (C of A)
• Product Data Sheet – Handling Instructions (PDS)
• Multilingual Safety Data Sheet (SDS)
• For export documents, contact your customer
experience representative
Some of our warehouses are bonded sites thus, with VAT
suspension. Therefore, we are able to issue your export
customs documents without the necessity of a forwarder.
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Ordering Lead Times
Lubrizol recommends using the lead times listed on page
4 for your planning purposes. These lead times reflect
the average time necessary to manufacture and prepare
customer orders for shipment. Lead times do not include
transit time. Depending on the transport mode used and
the distance from our manufacturing/storage location to
your site, the appropriate transit time should be added to
these standard lead times.
Please allow additional time for new customers and/or
new products.
Order lead time is defined as the time between the date
the order is placed and the requested shipping date.
Orders placed after 12:00 a.m. (GMT+1) will be considered
next business day. Order lead times are subject to
carrier availability. Some products may require additional
lead time based on material availability.
ORDER MANAGEMENT & PROCESSING SERVICES

Our standard lead times are calculated in business days Rush Lead Times
and apply according to the forecasts you have previously While business needs can be unpredictable and may
shared with us. require rush orders to be shipped earlier than the
standard lead time, we reserve the right to apply a
For more specific details concerning lead times for your surcharge.
products in your geographic location, please contact
your customer experience representative or sales
account manager. Changing Orders
Changes made to orders within two business days of
Stocking Type Standard Lead Times the scheduled ship date can create operational issues and
should be avoided. Order changes could result in a
Stock Items 5 business days need to reschedule and may cause delays or may incur
additional fees.
Non Stock Items 30 business days
(including bulk) Changes to quantity or product on the scheduled ship
date cannot be accommodated.
Different companies observe different holidays; contact
your customer experience representative for a list of
Lubrizol holidays that may affect lead times.

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 ORDER MANAGEMENT & PROCESSING SERVICES
Minimum Order Quantities
• Minimum order value is Euro 1,000 (or USD 1,000, as
per your invoicing currency).
• Total order quantity: please order in multiples of a
full pallet.
Examples: 16 boxes of 20 kg on a US pallet,
4 Steel Drums on a CP9 pallet...
Your Customer Experience Representative can help you by
explaining how many packages make up a full pallet.
Split Load Bulk Products
Please check with your customer experience representative
if products are available for split loads.
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Pricing & Payment Terms
Standard terms of sale are net 30 days from date of invoice.
Selling price shall be the price mentioned in the Order
Acknowledgement.
In addition to our FCA prices (Free Carrier, Incoterms®
2010), the following charges may be added:
• Other costs related to Incoterm 2010 (Freight rate,
insurance…)
• Any local taxes including VAT (value added tax)
Charges are converted in the invoicing currency at the rate
in force at the time of invoicing
Transportation & Shipping Information
Locations & Loading Hours
You will find hereafter our plants’ loading addresses and loading hours:
Lubrizol’s Plants Addresses / Shipping – Loading Hours

Loading Plant Loading Address Loading Hours

Katoen Natie, Polymer Processing

Oudedijk 1, Blokveld 10 – Haven 1998
Katoen Natie Warehouse* 6 a.m. – 6 p.m.
B-9130 Kallo
Belgium

Ecolab Italy
Via Ninfina II Mo-Th : 8:00 a.m. – 3:30 p.m.
Ecolab (Nalco)
04012 Cisterna di Latina Fri : 8:00 a.m. – 2:30 p.m.
Italy

Ecolab Spain
Poligon Industrial de Celrà
8:00 a.m. – 4:00 p.m.
17460 Celrà (Girona)
Spain

* ATTENTION: Trucks have to arrive at least 45 minutes before closing time.

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 TRANSPORTATION & SHIPPING INFORMATION
Lubrizol’s Transport Booking
In order to offer you a comprehensive service, we can
organize deliveries to your plant. For this purpose, we have
selected reliable hauliers with whom we have established
long-term agreements.
By choosing Lubrizol’s transport, one single contact will
handle your orders and deliveries as well as the follow-up
of your shipments.
Demurrage costs will remain at our charge if loadings
exceed the free-time allowance.
We will ensure that the applicable transport regulations are
respected and that the selected companies comply with
our mutual hygiene, security, health and environmental
requirements. The incoterm used defines the transfer
of risk for the product loss or damage occurring during
transport. In such an event, you need to make reservations
on the International Consignment Note relating to any
damage,loss,weight discrepancy upon product delivery
for obvious defects. For other defects, reservations should
be made no later than three or seven days, depending
on the transport – local or international. You shall inform
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Lubrizol the same day of any such claim. In the absence
of such notification, weight or volume of product shall be
deemed to be the weight or volume mentioned on the
International Consignment Note. In any other case, you
shall give notification of any product’s non compliance to
its specifications, to Lubrizol by registered letter within
seven days from goods receipt.
Organizing transport helps us to optimize our production
and loading schedules by controlling the trucks’ arrival
times, which contributes to the continuous improvement of
our quality of service.
The transit times negotiated with our hauliers comply with
regulations in force. For multimodal, rail, maritime transport
and consolidation of packed goods, lead times can vary
and delivery dates are given for your information only. The
delivery times you communicate to us will be conveyed to
our hauliers who will endeavor to respect them as much as
possible but without commitment from our part.
Our transport rates are based on the distance and the
means of transport used. They also include loading and
unloading allowances.
TRANSPORTATION & SHIPPING INFORMATION

Road Transport:
The free unloading allowances are two hours for packed
goods. Beyond these allotted times, demurrage will be
charged based on the relevant documentation (International
Consignment Note) signed both by you and the driver.

Demurrage at your premises Based on haulier’s invoice

(above legal allowances)

Customer’s Transport Booking

In case of FCA Incoterms 2010 sales from Lubrizol sites, our
staff will load your carrier’s truck on the confirmed date.

All risks and obligations related to the transport are supported

by you.

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 TRANSPORTATION & SHIPPING INFORMATION
Pickup Instructions & Documents
Please ensure that the drivers follow the below instructions
when loading at one of our plants and have the proper
documents available:
• In order to be granted access to our loading sites, drivers .
must have our loading reference and the following IPE
(individual protective equipment): safety helmet, safety
glasses and safety shoes, covering clothes (long sleeves .
and pants), gloves and compulsory safety harness for
bulk loadings.
• Safety procedures: drivers must either have safety
procedures signed between Lubrizol and the haulier or the
streamlined version which will be handed over to them
upon arrival. In case your driver does not comply with
these rules, he/she will be evicted and denied future
access to our site.
• Identification (ID): drivers should be able to provide their ID
or passport in order to be identified.
• Truck driving licence.
• Driver’s training certificate for the transport of dangerous
goods.
• Instructions in writing ADR 5.4.3.
• Valid certificates of approval for the vehicles.
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• Cleanliness certificate (see paragraph Regulations).
• Drivers must attend loadings as they are carried out under
their responsibility.
• For safety reasons, drivers should be able to understand
instructions provided by our personnel on site in the local
language or in English.
• If applicable, it is the driver’s responsibility to indicate to
our staff the customs office where the export documents
will be cleared. You must ensure that the documents
handed to the drivers will be cleared, either in an office of
exit of the E.U. or in an inland office recognized by the
NCTS (New Computerized Transit System). Should this
clearance be missing, we will be compelled to invoice you
with the customs tax and duties related to this sale, if any.
• Please consider any other specific instructions (slot
time, specific equipment …) mentioned on the Order
Acknowledgment sent by the customer experience
representative.
TRANSPORTATION & SHIPPING INFORMATION
Regulations
The hauliers you charter must comply with any local,
national and international laws related to transportation and
to quality requirements for LUBRIZOL products.
• The driver will be required to present a cleanliness
certificate certified by APLICA (Association Professionnelle
des Laveurs Intérieurs de Citernes Agréés, agreement
dated 22/03/1993) or EFTCO (agreement dated 24/06/1999
completed with the European Cleaning Document created
in 2004) dated of maximum five working days for tank
trucks and of one month for containers. Beyond this
validity, you will need to provide us with a non-loading
certificate. A visual control will be done to check that the
tank is clean, dry and odor free. Otherwise the truck will
be refused and will be sent to the nearest certified
cleaning station. Penalties for late collection might apply in
this case. (see paragraph Allowances & Demurrage)
• Some of our products are classified hazardous according
to current regulations. Hazardous classes are mainly 3
(UN 1993 and 3256), 8 (UN 1760 and 3267) and 9
(UN 3257 and 3082). All trucks loading these goods have
to comply with legal norms for transportation of chemical
additives according to ADR/IMDG/RID/IATA* regulations.
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• In reference to the article 4.2.1.9.6. of the ADR and IMDG
regulations, the filling level of a tank truck shall be less
than 20% or greater than 80% (not exceeding 95%),
unless the tank is divided into sections of not more than
7,500 liters capacity or equipped with surge plates.
Lubrizol applies the same rules for non-hazardous
products.
• When unloading bulk deliveries, the truck driver is
responsible for opening and closing of manholes, valves,
lids, and any other truck equipment and connecting hoses
to his truck.
*ADR European Regulation for road transportation of
Dangerous Goods
IATA Regulation for air transportation of
Dangerous Goods
IMDG International Maritime Dangerous Goods Code
RID International Regulation for rail transportation of
Dangerous Goods
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 TRANSPORTATION & SHIPPING INFORMATION

Allowances & Demurrage

We apply the free-time allowance regulations in force for
package loading.

It is necessary that drivers collect orders on the loading

date confirmed by us, within the opening hours mentioned
in paragraph Locations & Loading Hours or at the agreed
slot time. Delays may block a manufacturing tank or
loading bay and disrupt our schedules.

Trucks arriving early or late might be loaded according to

staff and equipment availability. Demurrage for waiting time
will not be accepted.

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TRANSPORTATION & SHIPPING INFORMATION

Loading of Packed Goods: Should one of the above described equipment be missing,
As shipper, we are responsible for the loading, stowing and the loading could be refused.
securing of packaged cargo. The stowing is done by the
driver under the supervision of a Lubrizol employee who will For safety reasons, we cannot accept to load the below
guarantee that the operation is made in the respect of the transport equipment:
norm EN 12195.
• Refrigerated trailer
For health and safety reasons, we do not accept to load our • Low bed trailer
packed goods in any vehicle containing foodstuffs. • Jumbo or swan neck trailer
• Trailers with width lower than 2.40 meters
Trailers must be fitted with the following equipment: • Trailer with a metallic floor or equipped with rolling
• Anti-slip material (pad or roll) conveyor system
• Lashing straps complying with EN 12195-2 norm, • Flatbed truck
with a tensing effect higher than 350 daN
• Edge protectors
• Cross beams/lashing beams
• Lashing points complying with the EN 12640 norm
• 2 wheel-chocks (to be put in place by the driver)

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 Packaging Services
Package Types: Major Types of Packaging
Lubrizol Personal Care products are manufactured in a
Average net weight
variety of different packages to meet customer requirements. Type (Kg) Volume (liters)
The major types of packaging are:
• Pails Bag 25 kg
• Drums
• Cartons (sometimes called “Boxes”) Box 20 kg
• Totes (Intermediate Bulk Containers - IBCs)
• Bulk Pail 16-45 kg 20-50

See specifications to the right.

Fiber Drum 25-200 kg 50-150

Palletized, Shrink-Wrapped & Banded Packaging Steel / Plastic 30-240 kg 50-200

Palletized, shrink-wrapping, and banding of packaging Drum
can be supplied if required.
IBC 900-1225 kg 1000-1050

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PACKAGING SERVICES

Labeling
Each package is labeled with the following information:
Workplace Label:
• Product designation
• Batch number
• Net weight
• Hazard communication, pictograms, etc.

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 PACKAGING SERVICES

Shipping label: Destination Label:

• Lubrizol and/or customer product description
• Customer’s purchase order number
• Batch number
• Net weight
• Delivery note
• Shipping and delivery addresses
• Emergency contact number
• Transport regulatory information, as needed
• Lubrizol and/or customer product description
• Batch number
• Net weight
• Delivery note
• Hazard communication labelling in destination country’s
language when needed
Upon your request, we can print your own commercial
designation on the labels of packed goods.

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Quality Controls & Procedures
We hereunder summarize specific arrangements that have
been made to meet our commitments to our customers and
to deliver products in accordance with their specifications.
Product specifications are identical irrespective of the
production site.
Prior To Any Shipment:
• We ensure compliance of raw materials specifications
received from suppliers and periodical audits are
carried out.
• We check and maintain our technical equipment in a
proper state of repair. Regulated controls and preventive .
maintenance programs are scheduled mainly in the
matter of metrology.
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• We establish, follow and check a quality control plan for .
manufacturing each component and each finished
product. This plan includes: analytic tests to be carried
out, methods of analysis to be used, required
specifications, as well as all necessary controls to secure .
data traceability. These data are the basis for issuing
Certificate of Analysis, part of the shipping documents. .
Lab results are archived for 10 years and allow
development of statistical analyses.
• Cleanliness of empty packages are checked before
loading.
• Retain samples are collected and saved to make further .
analysis possible in case of disagreement. Depending
on their origins, samples are retained as follows:
raw materials (three months), intermediates (one year),
finished products before shipping (two years).
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 QUALITY CONTROLS & PROCEDURES

Upon Arrival at Your Premises:

The above controls and procedures, the selection of
specialized haulers, our compliance with HSSE and
transportation regulations and supply of Material Safety Data
Sheets, guarantee that our products are delivered as per
your specifications if applicable.

By ensuring through audit controls that the above mentioned

measures are respected, you may establish your own
unloading policy and decide under your own responsibility
whether to carry out quality and quantity controls upon
products’ arrival.

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Service After Shipment & Complaint Handling
With each shipment, Lubrizol strives for complete customer
satisfaction. We value input from our customers to help
drive continuous improvement. Should you have a concern
with an order after it has shipped, our staff will work directly
with you to address your concern.
Lubrizol is fully committed to deliver the best possible
customer experience to you.
You can also visit www.lubrizol.com and click on the
respective link to find an SDS or ISO certificate, or click
on “Contact Us” for any other info.
Additional service requests after shipment, such as
product specifications, technical data sheet and customer
questionnaires should be directed to your sales account
manager or customer experience representative.

To report a complaint about a product or service, please

contact your customer experience representative or sales
account manager. They will be able to assist and obtain
information from you to help mitigate the immediate
issue. Important details to have ready are the product
name, batch number, delivery number, your purchase
order, and the nature of the complaint. Our customer
experience representative is responsible to coordinate all
activities including mitigation, investigation, resolution,
and the implementation of corrective and preventive
actions and communication with you.

For Safety Data Sheets (SDS) and Certificates of Analysis

(CoA), please visit www.lubrizol.com and select the Quick
Links under https://my.lubrizol.com.

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 SERVICE AFTER SHIPMENT & COMPLAINT HANDLING
Product Returns
Lubrizol’s customers may request the return of Lubrizol
products to a Lubrizol facility. All product returns must be
authorized by Lubrizol prior to returning any material to our
facilities. The standard policy is to accept product returns
under the following conditions:
• Material must be in original packaging with seals intact.
Partial packages will not be accepted. Material must be
unopened and undamaged.
• The date of the request of the return must be within
90 days of receipt of the goods.
• Original Lubrizol production batch number(s) must
be provided.
• Return of exclusive products will be evaluated on a
case-by-case basis. In general, materials produced
exclusively for a particular customer may not be returned
on the basis of convenience.
• If the material has a recommended retest date, that
date must not have expired, or be within two months
of expiring.
• Lubrizol reserves the right to apply a restocking fee
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Should you intend to request the return of packed goods to
one of our facility, please contact your customer experience
representative with the following information:
• Reason for the return
• Number of drums
• Batch number for each drum
• Product storage conditions (specify if drums were stored
outside or placed in heating room etc.)
• Whether or not original seals are intact
• Condition of the drums
• Lubrizol invoice number
This information will enable our different departments to
check whether the return can be accepted. If your request
is approved, we will issue a credit note after reception of
the products in our plant. Our administrative and restocking
charges are taken into account.
In some cases, a sample may be needed in order to analyze
and validate the final decision.
Sampling / How Do I Order a Sample?
Lubrizol is pleased to offer samples of standard products on
a free of charge basis. Sample requests may be submitted in
two ways:
a) By contacting your customer experience representative
or sales account manager. or
b) By visiting the Lubrizol web site www.lubrizol.com.
Find “Lubrizol Advanced Materials” and select
“Personal Care”. From the new page click the
“Contact Us” tab and select “Request a Sample or SDS”.
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Technical Service Support
The Lubrizol Personal Care business is well positioned to
assist you with any technical support you may require. Our
skilled technical service scientists can assist you with use of
our products including subjects ranging from formulation tips
to manufacturing process guidance.
To request technical service support, please visit the Lubrizol
web site under www.lubrizol.com, select “Contact us” and
click on “Personal Care”.
For any other questions, please contact your Sales Account
Manager, customer experience representative, or
www.lubrizol.com.
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 Business Continuity
Lubrizol has developed a business continuity plan in order
to react swiftly and efficiently in the case of unforeseen
events and to allow the return to business as commercially
practicable.
These measures include crisis scenarios permitting us to
rapidly form a committee who will be capable to manage
the situation. The global supply chain team together
with the commercial division will endeavor to maintain
continuous supply.

Business Continuity is Essential as Industry Requirements Change and Markets Grow and Mature
• Globalization of supply
• Varied and broad product performance requirements
• International expansion of Original Equipment Manufacturers (OEMs)
• Strategic connection with brand, reputation and value

We Achieve This Through:

• Supply chain analysis from raw material procurement to finished product delivery
• Enterprise-wide processes for managing supply interruption risk
• Business continuity plans for sustainability / continuous improvement
• Holistic and personalized approach tailored to customer needs

Our goal is to anticipate prevent and contain disruptive events across the value chain
in order to maintain industry leading supply reliability.
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Management Systems
The Lubrizol Corporation subscribes to the guiding principles expected to be conducted periodically utilizing internal and
of Responsible Care®. external resources.

Globally, all manufacturing and research and development Our quality management system as well as our ISO 9001
centers are encouraged to manage their HSES programs and 14001 and OHSAS 18001 certifications contribute to
under a management system, utilizing third-party oversight the continuous improvement of the services and products
and certification where appropriate. Internal assessments are we offer.

A Sustainable Approach to Business

• Align our sustainability efforts with our customers’ goals for mutual success
– Includes providing products and services to help them meet their sustainability needs
• Set goals and action plans through 2020 to minimize environmental footprint
• Apply guiding principles of American Chemistry Council’s Responsible Care® initiative as foundation on a global basis
• Adhere to REACH, the European community’s regulation on chemicals and their safe use
• Use lifecycle assessments to help generate innovations in product design, development and manufacturing processes
• Committed to actively strengthen the Responsible Care® initiative worldwide as demonstrated through the signing
of the Responsible Care® Global Charter
• Committed to achieve and maintain Responsible Care® Management System (RCMS) certification through third party
audits at Lubrizol U.S. facilities

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 Lubrizol’s Personal Care business delivers
solutions that enhance the performance, ease
of use and aesthetic benefits of our customers’
personal care products.
We provide a complete and differentiated offering to
positively impact consumers’ lives in areas such as
hair care; bath and shower solutions; and skin care for
cosmetic markets.

We pair our global research, manufacturing and supply

chain footprint with regional expertise to meet the needs
and demands of our customers and consumers around
the world.

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Application
The services in this document and the related sales of
products are subject to the terms and conditions of any
written supply agreement or Lubrizol’s standard terms and
conditions of sale (as the case may be); collectively called
“Standard Terms.” In the event of a conflict between the
Standard Terms and this document, the Standard Terms will
prevail. Lubrizol will not be responsible if events beyond the
reasonable control of Lubrizol prevent or impair Lubrizol’s
ability to provide the services or products indicated.
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Being Essential
When your company and ours combine energies, great
things can happen.
You bring ideas, challenges and opportunities. We bring
powerful market expertise, unmatched testing capabilities,
integrated global supply and an independent approach to
help you differentiate and succeed.
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Lubrizol Advanced Materials Europe BVBA
Chaussée de Wavre 1945
1160 Brussels

Belgium

Telephone: +32 2 678 1911

www.lubrizol.com
The Lubrizol Corporation is a Berkshire Hathaway company. © 2017 The Lubrizol Corporation. All rights reserved.
December 2017 I 17-52786