Transport and terms of delivery
Delivery terms and conditions
Items are delivered to the customer's delivery address. At Polhus, we always offer free shipping to UK mainland on orders over 399 GBP - this does not include Northern Ireland & Any Other Off Shore Locations. For deliveries, using TMF (truck mounted forklift) to the following postcodes in Scotland, AB, DD, EH, FK, G, IV, KA, KY, PA, ML, PH, DG, we charge an additional 250 GBP.
Normally, items can be delivered immediately from our warehouse. Delivery should take place within 10 working days, if the product is in stock. We reserve the right to deny compensation to the customer regarding delivery delays. If the product isn’t in stock, the delivery time stated on the product page applies. If you want to know more precisely when the product will arrive at our warehouse, you’re welcome to contact customer service.
When delivering to islands without a fixed road connection, a shipping cost will be added . You will be notified of the extra cost after placing your order. If you want information about the cost before ordering, you’re welcome to contact customer service, and we will find out what the shipping costs will be.
Please note we don't deliver to islands that require the truck to travel by ferry. If this is the case, please place your order to be delivered to the port on the mainland that is closest to the island. If there are any delivery tolls, the customer is responsible for the cost. The cost of any tolls is invoiced after delivery.
It's your responsibility as the customer to ensure that the route to your delivery address is suitable for heavy loads. By confirming the order, you guarantee that the required permission from the road association has been obtained and that the road allows the transport that the delivery entails - whether the transport can pass and the bearing capacity. Products in so-called 'Smart Packages' cannot be delivered on roads that are uneven, such as gravel roads or forest roads.
Our vehicles drive as close to your delivery address as possible to make your delivery. Unfortunately, we aren’t able to carry items in. In general, unloading on delivery includes the goods being unloaded from the transport vehicle to a place within reach of the transport vehicle. For orders of Smart Packages deliveries are unloaded with pallet jacks. For delivery with a crane truck, the crane's reach is a maximum of 10 m (32 ft). Polhus decides whether the customer's order requires a crane truck or is delivered as a Smart Package. If you wish to receive information about how your order will be delivered, you’re welcome to contact customer service.
Smart Packages: Some of our products are so-called Smart Packages and can be delivered by truck with tail lift and the driver unloads the goods at your address. Unloading takes place with a pallet jack
Truck-mounted crane deliveries: Products that require delivery by crane truck are dropped off directly at the unloading site at your address. All pallets are lifted onto the ground next to the truck, which requires a flat and hard surface when unloading. We cannot deliver on soft surfaces, such as grass, where the heavy vehicle risks getting stuck. The driver assesses where it is safe to unload the goods.
Some of our accessories are delivered by external suppliers. Polhus cannot guarantee that delivery of houses and accessories will take place at the same time and day. You will be notified about the delivery by our external supplier.
Returns
The customer is responsible for any damages that may occur during transport of returned items.
For distance agreements: If you change your mind about your purchase, you’re responsible for the return shipping costs
If the goods aren’t delivered
If you are not available for the unloading of your order or the road isn’t passable, you will be charged for the costs that arise for so-called 'unnecessary driving'. This is comprised of the costs incurred by Polhus in connection with the delivery and return of your order. Please note that these costs can be extensive (up to 500 GBP). Should you wish us to ship the product once more, we reserve the right to charge for the delivery costs, even if the first delivery was free. A list of the situations in which delivery could not take place is given below:
- You entered the wrong delivery address
- The address is not accessible
- The address cannot be reached safely
- The vehicle cannot use the road due to the road conditions
Guarantee
Polhus AB is responsible for any errors or damage discovered in connection with the products being unpacked. Damaged parts will be replaced with new ones at no cost.
Before you have confirmed your delivery, you must check if there are any visible defects or damage. If there are, you should take pictures from different angles and let us know. As the customer, you don't need to contact the shipping company yourself, Polhus takes care of that.