Customer Service

Shipping & Returns

Poly Temp Scientific B.V. · Bolsward

Ordering at Poly Temp

Poly Temp Scientific B.V. supplies exclusively to business customers. You can place an order in several ways:

Via our webshop: add products to your shopping cart and complete your order using iDEAL, Bancontact or credit card
Via a quotation request: add products to your quote list for a tailored offer
By telephone: on business days from 08:00 to 16:30 on +31 515 575 105
By email: info@polytemp.com

After placing your order via the webshop, you will immediately receive an automatic acknowledgement of receipt. Your order becomes final once you receive a separate order confirmation from us by email. We strive to confirm and process your order as quickly as possible.

Shipping costs within the Netherlands

We ship your order from our warehouse in Bolsward. The following rates apply within the Netherlands:

Orders from € 600.00 (excl. VAT): free shipping
Orders under € 600.00 (excl. VAT): shipping costs based on weight and volume, starting from € 5.00

This applies to standard doorstep delivery. Additional services such as transport to a specific room, placement, installation, removal of packaging material or taking away old equipment are available at an additional charge. Please contact us to discuss the options or request a tailored quote via info@polytemp.com or +31 515 575 105.

International shipping

For shipping to other EU countries and beyond, we prepare a quote upon request. Please contact us via info@polytemp.com or +31 515 575 105. For orders within the EU with a valid VAT identification number, we apply the VAT reverse charge mechanism (0% VAT).

Large transport and installation

Larger equipment such as ULT freezers, safety cabinets, large centrifuges and incubators are delivered by specialist transport. Upon request, we also provide on-site installation through our qualified service partners. Please contact us for an appropriate quote.

Delivery times

Delivery times are always indicative and are not to be regarded as strict deadlines. The actual delivery time depends on various factors, including product availability and the required preparations.

For orders placed via a quotation, we perform a functional check on the equipment as a standard service before it leaves our warehouse. Transport from the factory to us, sometimes from America or elsewhere in the world, may in exceptional cases affect the calibration or functioning of sensitive equipment. By checking and, where necessary, recalibrating your order at our premises, you are assured of equipment that is ready for immediate use.

For orders placed via the webshop, we offer this check on request. Please indicate at the time of ordering if you would like this additional service; we will then contact you to discuss the options.

The expected delivery time of your order will be stated in the order confirmation. Do you require a specific delivery date? Please feel free to contact us in advance via +31 515 575 105 or info@polytemp.com.

Risk during transport

We arrange transport in two ways. When shipping via a carrier, the risk of damage or loss passes to you as soon as your order is delivered to you or to a carrier designated by you. If we deliver and install the equipment at your premises ourselves, the risk passes to you only after successful delivery and commissioning of the installation.

When receiving goods delivered by a carrier, always inspect your shipment immediately for visible damage and report any defects to us in writing within eight (8) days. We recommend always having a notation made on the consignment note in the event of visible transport damage.

Returns

Poly Temp Scientific B.V. enters into agreements exclusively with business customers (B2B). The statutory right of withdrawal for consumers (section 2B of title 5 of Book 6 of the Dutch Civil Code) therefore does not apply.

Should you wish to return a product for other reasons, this is only possible with our prior written consent. The following conditions apply to accepted returns:

Your return request must be submitted to us within 14 days of delivery
The products are returned unused, complete with all accessories and in their original condition (including undamaged original packaging and without signs of use)
Shipping costs and transport risk of the return shipment are at the customer's expense
Any damage during return shipment is at the customer's expense. Please ensure the items are properly packaged.
We charge a handling fee of 20% of the purchase price, with a minimum of € 100.00. These handling fees cover administrative, inspection and logistical costs and any depreciation in value.

These return conditions apply exclusively to return requests without defects or incorrect delivery. For complaints about defects, please refer to the section “Complaints about defects”.

Returns are not possible for:

Products delivered to your specifications or ordered specifically for you, or made to measure
Products that have been used or connected by you
Consumables, spare parts and accessories
Products whose market value has decreased after delivery and which can no longer be resold as new

Refunds

When we accept a return or cancellation, or when a complaint leads to a credit, the refund will take place as follows:

For payments via iDEAL, Bancontact or credit card: refund to the same account or card used for the original payment
For payments on invoice: refund to the business bank account known to us
In the case of partial crediting due to handling fees or previously provided services: you will receive a credit invoice with specifications

The refund takes place within 30 days of acceptance of the return and receipt of the products at our warehouse. The actual crediting to your account may take a few business days longer, depending on your bank or card issuer.

If additional services have been provided, such as installation, transport or inspection, these costs may be deducted from the refund.

Requesting a return

Do you have a return request? Please feel free to contact us via info@polytemp.com or +31 515 575 105. We are happy to think along with you. We will assess your request and confirm by email whether a return is possible and under what specific conditions. Upon approval, you will receive shipping instructions and (if applicable) a return number that must be clearly stated on the shipment.

Complaints about defects

Our products come with a standard warranty period of 12 months from the date of shipment, unless the manufacturer applies a different warranty period or we have agreed otherwise with you in writing. A different manufacturer's warranty remains fully in force.

Visible defects in delivered products must be reported to us in writing within eight (8) days of delivery. For defects that could not reasonably have been discovered within this period, the reporting period is no later than six (6) months after delivery. The reporting periods stated do not affect the applicable warranty period. Should a defect arise within the warranty period, please contact us as soon as possible. In that case, we will work with you to find a suitable solution.