Delivery and Returns Policy

• All products are sold on a factory delivery basis (Ex Works – EXW). The price covers the product price only; transport, shipping and installation are not included in the price and are the buyer’s responsibility.
• The delivery time varies depending on the product group, quantity and production schedule; the estimated time is notified in writing in the quotation and order confirmation.
• Our contracted shipping company does not provide insured delivery. Therefore, we recommend that you collect the products through a transport company or with your own vehicle.
• Check the products on the day you receive them. In the event of damage caused by transport, a report must be prepared together with the carrier; damage claims without a report cannot be processed.
• The products must be collected no later than 10 days from the date they are ready; thereafter, a daily storage fee will apply.

All our polyurethane products are made to order: for each order, mould preparation is carried out according to the model, dimensions and quantity; the mould is revised where necessary, and production is planned according to the order. Therefore, pursuant to the exception to the right of withdrawal applicable to products made to the consumer’s specifications, there is no right of withdrawal for these products.

• Returns of non-defective products may be requested within 14 days from delivery and are limited to a maximum of 10% of the order quantity. A 30% general expense deduction is made from returned and cancelled products.
• The product to be returned must be unused, uninstalled and in its original packaging.
• The following products cannot be returned: products made to special dimensions, painted or deformed products, wooden beams and products with radii.
• Returns of flexible (flex) products are strictly not accepted.

Romanian websites (polure.ro, decoratiunicasa, decorativex, decoratiunipoliuretan): returns of non-defective products are not available; only replacement or a refund is provided in the event of a manufacturing defect or incorrect shipment. The 10% / 30% rule applies to the Turkish websites and polure.eu.

If the product has a manufacturing defect or an incorrect product has been shipped, we will replace the product or refund its price. A clear photograph of the defect and the product code are sufficient. The product must be unused, uninstalled and in its original packaging.

• Shipping and transport charges, including returns and replacements, are not covered by our company.
• If a shipment is returned because the buyer cannot be reached or the contact details are incorrect, the outbound and return shipping charges are the buyer’s responsibility.

• Obtaining a quotation is free of charge; the quotation is valid for 7 days.
• As the products are manufactured according to the order with mould preparation, the order is not confirmed or put into production without receiving the advance payment (40% down payment). An order whose payment has not been completed will not be dispatched.
• Adding products not included in the quotation later is subject to an additional charge.
• The stated lead time (production time) is valid only for the day on which the quotation is issued.

Installation is not included in the price and is the buyer’s responsibility. The profiles are installed using polyurethane-based installation adhesive and, where necessary, mechanical fastening: 60–90 min clamping in the adhesive, full strength after 2–3 days. Ceiling cornices and wide centrepieces must be supported during the curing period.

For your questions regarding delivery and returns, you can write to us at info@polure.eu.