We believe that prompt, attentive and responsible reaction to incoming enquiries is vital to maintain and improve customer satisfaction with our products, so the Company has adopted the Uralkali Product Enquiry Management Policy and put in place procedures to ensure compliance therewith.

What to do if you encounter products that do not meet the standards established in the contract?

If you are a buyer of the Uralkali products in the Russian Federation under the contract not directly entered into with Uralkali:
  • Contact your supplier directly.
If you are a buyer of the Uralkali products in the Russian Federation under the contract directly entered into with Uralkali or, if outside the Russian Federation, directly with Uralkali subsidiaries, i.e. Uralkali Trading SIA, UKT Chicago Inc. or United Fertilizers Company Ltd.:
  • Follow the provisions of the contract between Uralkali (or our subsidiary) and your organization;
  • Follow the instructions below:

Section 1. Defects in the goods are obvious, visible and can be identified via visual inspection upon acceptance of the goods from a carrier

If upon delivery/acceptance of the goods from the carrier, you (being a buyer or a consignee) find obvious, visible defects in the goods, then

1. Do not sign the document on accepting the goods from the carrier. Demand that the carrier draw up and sign a certificate stipulated by law and confirming the identified non-conformity of the goods to the standards applicable to the relationship between the carrier and the consignee (buyer). In case of delivery of the goods by a carrier JSCO "RZD", this certificate shall be carrier’s statement. If the applicable law does not provide such a certificate, a non-conformity certificate shall be drawn up by the consignee (buyer) and the carrier, giving a detailed description of such non-conformity and the circumstances of the transportation and delivery of the non-conforming goods by the carrier to the consignee (buyer). The certificate shall be signed by an authorised representative of the carrier delivering the goods, and the consignee (buyer).

2. Please keep in mind that calculation of the short-delivered goods must follow the methods of error calculation MI 1953-2017 (for road transport) and MI 3115-2008 (for rail transport) “Recommendation. State System for Providing the Uniformity of Measurements”.

3. You should take into account that shortages in case of prepackaged products should be assessed using OIML R 87 “Quantity of prepackaged products” standard.

4. Please sign the document of acceptance of goods from the carrier only after the carrier has signed a non-conformity certificate (indicating shortages, defects, deficiencies) of the goods referred to in paragraph 1. In this case, the document of acceptance of goods from the carrier must correctly indicate the actual quantity of goods which has no visible defects and are accepted “without complaint” by the consignee (buyer) from the carrier as well as specify that a document confirming the identified deficiencies of goods has been executed.

5. In addition, it is recommended to use the unified form of the certificate TORG-2 to record the defects of the goods delivered.

6. In addition, in accordance with the terms of the contract, please prepare the documents that are necessary to confirm the defects of the delivered goods, and notify the supplier about the detection of non-conformities and the above-mentioned actions against the carrier.

7. Within the time period stipulated by the contract or law, please file the appropriate claim (complaint) against the carrier or Uralkali (the seller), depending on the terms of the supply contract (provisions on the time when the supplier’s obligation to transfer the goods shall be deemed fulfilled) and the causes of the defects.

7.1 Prepare your application: describe the circumstances and your demands, attach the necessary documents:

7.2 Enquiries to Uralkali should be sent to the contact details, provided for in the contract, as well as to Russia-sales@uralkali.com, with a copy to quality@uralkali.com.

You will be informed as soon as your enquiry is registered in the enquiry management system and an individual registration number is assigned to it.

7.3 Enquiries to the subsidiaries of Uralkali (Uralkali Trading SIA, UKT Chicago Inc., United Fertilizers Company Ltd.) should be sent to the contact details, provided for in the contract, as well as to the email of your sales manager, with a copy to quality@uralkali.com.

You will be informed as soon as your enquiry is registered in the enquiry management system and an individual registration number is assigned to it.

7.4 Depending on complexity, a resolution regarding the enquiry is usually made within 3-15 business days.

You may be asked for more information. In this case, please send us the additional information we need to consider your request.

7.5 You can check the status of your enquiry by sending a request to quality@uralkali.com and specifying the registration number of your enquiry, which was assigned to it as described in Clause 7.2 or 7.3.


Section 2. Non-conformity of the goods is hidden and impossible to be identified via visual inspection upon acceptance of the goods from a carrier

In case when, during use of the goods, you have identified any hidden defects which were impossible to be identified via visual inspection upon acceptance of the goods from a carrier:

1. Promptly notify the supplier – Uralkali about identified hidden defects and invite a representative of Uralkali to draw up a bilateral certificate regarding the defects identified.

  • The notice must include the information about the goods delivered, amount of the goods with hidden defects identified, circumstances of identification of these defects, test results followed by accreditation documents of the laboratory (if any) and other documents confirming the presence and cause of any non-conformity;
  • Attach to the notice detailed photographs with visible markings on the package and shipping documents.

In case a representative of Uralkali is not able to pay you a visit for the purpose of drawing-up of a bilateral certificate regarding the defects identified, or in case your organization does not receive a Uralkali reply to the notice within two business days, please draw up the certificate regarding the defects identified engaging representatives of the Chamber of Industry and Commerce of the Russian Federation.

2. Please keep in mind that calculation of the short-delivered goods must follow the methods of error calculation MI 1953-2017 (for road transport) and MI 3115-2008 (for rail transport) “Recommendation. State System for Providing the Uniformity of Measurements”.

3. You should take into account that shortages in case of prepackaged products should be assessed using OIML R 87 “Quantity of prepackaged products” standard.

4. Draw up a certificate regarding the defects identified with representatives of Uralkali or, when acceptance is being performed without representatives of Uralkali, with a representative of the Chamber of Industry and Commerce of the Russian Federation.

5. In addition, in accordance with the provisions of the contract, draw up any documents which are necessary to confirm the defects of the goods delivered.

In addition, it is recommended to use the unified form of the certificate TORG-2 to record the defects of the goods delivered.

6. Within the time period stipulated by the contract or law, please file the appropriate claim (complaint) against the carrier or Uralkali (the seller), depending on the terms of the supply contract (provisions on the time when the supplier’s obligation to transfer the goods shall be deemed fulfilled) and the causes of the defects.

6.1. Prepare your application: describe the circumstances and your demands, attach the necessary documents:

  • Application form:
  • Documents confirming product defects
  • Certificate of acceptance of goods
  • Photographs/videos of the defects identified in the goods
  • A calculation of losses or description of the actions needed to solve the problem;
  • In case when, during the assessment, a product analysis was performed, attach sampling and analysis protocols including the information regarding the normative documentation, being the basis for sampling and analysis, as well as the documents confirming competence of the laboratory in the field of the measurements being performed
  • In case of shortage of goods (discrepancy between the actual quantity of goods and the quantity indicated in the shipping documents), attach the manufacturer’s certificate and calibration certificate for the scales used, along with a weighing certificate
  • Any additional information that will help us respond promptly to your request.

6.2 Enquiries to Uralkali should be sent to the contact details, provided for in the contract, as well as to Russia-sales@uralkali.com, with a copy to quality@uralkali.com.

You will be informed as soon as your enquiry is registered in the enquiry management system and an individual registration number is assigned to it.

6.3 Enquiries to the subsidiaries of Uralkali (Uralkali Trading SIA, UKT Chicago Inc., United Fertilizers Company Ltd.) should be sent to the contact details, provided for in the contract, as well as to the email of your sales manager, with a copy to quality@uralkali.com.

You will be informed as soon as your enquiry is registered in the enquiry management system and an individual registration number is assigned to it.

6.4 Depending on complexity, a resolution regarding the enquiry is usually made within 3-15 business days.

You may be asked for more information. In this case, please send us the additional information we need to consider your request.

6.5 You can check the status of your enquiry by sending a request to quality@uralkali.com and specifying the registration number of your enquiry, which was assigned to it as described in Clause 6.2 or 6.3.


Should you have any further questions or troubles:

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