Terms and condition

POLBUD (UK) LTD

TERMS AND CONDITIONS OF SALE

Last updated: 30 October 2026

These Terms and Conditions apply to the sale of goods by POLBUD (UK) LTD. Please read them carefully before placing an order.

1. Company Information

POLBUD (UK) LTD
Company Registration Number: 10494243
Registered business address: Unit 1 Fengate, Peterborough, PE1 5XB
Email: info@polbud.co.uk
Website: www.polbud.co.uk

In these Terms and Conditions, “POLBUD”, “we”, “us” and “our” refer to POLBUD (UK) LTD. “Customer”, “you” and “your” refer to the person or business purchasing goods from us.

2. Scope and Application

2.1. These Terms and Conditions apply to purchases made from POLBUD (UK) LTD:

• through our website;
• at our business premises;
• by telephone;
• by email; or
• through another sales channel expressly accepted by us.

2.2. We sell to both private individuals purchasing for personal use (“Consumers”) and customers purchasing wholly or mainly for business purposes (“Business Customers”).

2.3. We do not accept orders through unsolicited visits to customers’ homes.

2.4. These Terms and Conditions apply to sales in England, Wales and Scotland. We do not offer sales under these Terms and Conditions to customers in Northern Ireland.

2.5. If you are a Consumer, nothing in these Terms and Conditions excludes or restricts any statutory rights that cannot lawfully be excluded or restricted.

2.6. If any provision of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

3. Product Information and Descriptions

3.1. We aim to ensure that product descriptions, specifications, images, dimensions and other information provided on our website and in our sales materials are accurate and up to date.

3.2. Product photographs and images are provided for illustrative purposes. Colours and finishes may appear different depending on screen settings, lighting conditions and the device used to view them.

3.3. Where customers inspect samples or display products at our premises, the appearance of the supplied goods may vary slightly from the samples or displays, including because of differences between manufacturing batches, production dates or materials.

3.4. Natural materials and manufactured products may exhibit reasonable variations in colour, pattern, texture, grain or finish. Any material variation that is relevant to the purchase should be discussed with the customer before the order is confirmed.

3.5. Where goods are supplied in manufacturing batches, products supplied at different times may not be identical in appearance. Customers purchasing additional goods to match an earlier purchase should contact us before ordering so that we can advise on availability and possible variations.

3.6. Manufacturers may occasionally change product specifications, materials, packaging or production methods. Where a proposed change affects an existing order, we will inform the customer if the change is material. We will not rely on a manufacturer's change to supply goods that fail to meet the contract or the customer's statutory rights.

3.7. Nothing in this section limits a Consumer's statutory rights where goods are not as described, are not of satisfactory quality or are not fit for a particular purpose where the law requires them to be fit for that purpose.

4. Product Availability and Minimum Order Quantities

4.1. All orders are subject to product availability and, where applicable, manufacturer or supplier availability.

4.2. Certain products may be subject to minimum order quantities, minimum pack sizes or other manufacturer requirements. These will be communicated to the customer before the order is confirmed.

4.3. Some products are sold only in full factory packs or standard manufacturer packaging. Where this applies, customers must purchase the required full pack or quantity unless we expressly agree otherwise.

4.4. If a product becomes unavailable after an order has been placed, we will inform the customer as soon as reasonably practicable.

4.5. Where we cannot supply an affected product, we may cancel the affected part of the order and refund any payment received for that part. If the unavailable product means that the remainder of the order cannot reasonably proceed, we may discuss cancellation of the whole order with the customer.

4.6. Where we cancel an order or any part of an order because we cannot supply the goods, we will refund the corresponding amount paid by the customer. We will not retain payment for goods that we have cancelled and cannot supply.

4.7. We may offer an alternative product, but we will not substitute a different product without the customer's agreement.

5. Orders and Formation of the Contract

5.1. Customers are responsible for checking their order details before confirming an order. This includes product names, quantities, dimensions, colours, finishes, specifications, delivery details and any other requirements.

5.2. An order submitted through our website or sent to us by telephone or email is an offer to purchase the specified goods, subject to these Terms and Conditions.

5.3. An order acknowledgement may confirm that we have received the order. It does not necessarily mean that the order has been accepted or that a contract has been formed.

5.4. The contract will be formed when we expressly accept the order, confirm it as accepted in writing, or otherwise indicate acceptance through our agreed sales process.

5.5. We may refuse an order where there is a legitimate reason, including a product being unavailable, an obvious pricing or description error, or the inability to obtain required supplier confirmation. If we have received payment for an order that we do not accept, we will refund the amount received.

5.6. For orders requiring a deposit, supplier confirmation or confirmation of product specifications, the order will not be submitted to the supplier until the required deposit has been received and the customer has confirmed the relevant specifications.

5.7. Customers should retain their order confirmation, invoice and any written agreement relating to their purchase.

6. Prices and Payment

6.1. Prices will be stated in pounds sterling (£), unless expressly indicated otherwise.

6.2. The applicable price is the price confirmed for the order, subject to any obvious error that is addressed before the contract is formed.

6.3. Delivery charges and any other additional charges will be communicated to the customer before the order is confirmed.

6.4. Payment must be made using a payment method accepted by us. The payment methods available will be communicated during the ordering process or by our sales team.

6.5. For online orders, the customer must be clearly informed that placing the order creates an obligation to pay. The relevant website button or equivalent confirmation step will clearly communicate this obligation.

6.6. We will not charge a customer for additional items or services that the customer has not agreed to purchase, except where a charge is otherwise permitted by law.

7. Special Orders and Deposits

7.1. Certain goods may need to be ordered specifically for a customer from a manufacturer or supplier. These are referred to as “Special Order Goods”.

7.2. Unless we expressly agree otherwise in writing, the following deposits apply:

• Special Order Goods: 10% - 50% of the agreed order value.

7.3. We will not submit the order to the supplier until the required deposit has been received and the customer has confirmed the relevant product specifications.

7.4. Customers must check all special-order details carefully before confirming them. Depending on the product, these details may include dimensions, opening direction, colour, finish, configuration, accessories and other technical specifications.

7.5. Once the supplier has accepted or started processing a special order, cancellation may result in costs being incurred. Where the customer requests cancellation, we will explain any applicable costs and assess any refund in accordance with the contract and applicable law.

7.6. A deposit is not automatically non-refundable. Any amount retained following cancellation must be justified by the contract and applicable law, including any reasonable, recoverable costs or losses actually incurred where legally permitted.

7.7. Nothing in this section removes a Consumer's statutory right to cancel a distance contract where that right applies. However, statutory cancellation rights may not apply to goods made to the Consumer's specifications or clearly personalised, as explained in Section 9.

8. Delivery and Collection

8.1. Delivery options, estimated delivery times and applicable charges will be communicated to the customer before the order is confirmed.

8.2. Delivery dates and times are estimates unless we expressly agree a guaranteed date or time in writing.

8.3. We will take reasonable steps to deliver goods within the agreed period. If no delivery period has been agreed, statutory delivery requirements will apply.

8.4. Customers must provide an accurate delivery address and appropriate contact details. They must also inform us of any relevant access restrictions, delivery limitations or other circumstances that may affect delivery.

8.5. Customers are responsible for ensuring that the delivery location is suitable for the goods ordered and that someone is available to receive the delivery where required.

8.6. If delivery cannot be completed because of incorrect information supplied by the customer, the customer's unavailability or unsuitable access arrangements, we may need to arrange a further delivery. Any additional charge must be reasonable, communicated to the customer and permitted by law.

8.7. Customers should inspect the goods upon delivery, where reasonably possible, and report visible damage, missing items or discrepancies to us as soon as practicable.

8.8. Where possible, customers should note visible damage on the delivery documentation and take photographs. However, failure to note damage on a delivery document or report it immediately to the driver does not, by itself, remove a Consumer's statutory rights.

8.9. If goods arrive damaged, incomplete or incorrect, customers should contact us at info@polbud.co.uk or by telephone so that we can investigate and discuss an appropriate resolution.

8.10. Risk in the goods passes to the customer in accordance with applicable law. For Consumers, risk generally passes when the goods come into the physical possession of the Consumer or a person identified by the Consumer to take possession of them, subject to applicable legal exceptions.

8.11. We do not provide a storage service for customers' orders. Customers should arrange to receive or collect goods within the agreed delivery or collection arrangements. Any exceptional arrangement must be expressly agreed in writing.

9. Cancellation Rights for Consumers

9.1. This section applies to Consumers purchasing goods under distance contracts, such as qualifying orders made online, by telephone or by email, where the law provides a right to cancel.

9.2. In most qualifying distance sales, Consumers have the right to cancel the contract within 14 days after the day on which they, or a person they nominate other than the carrier, receive the goods. Where an order is delivered in separate lots or on different days, the applicable statutory period may run from receipt of the last item or lot.

9.3. Consumers do not generally have to give a reason for exercising a statutory right to cancel a qualifying distance contract. They must communicate their decision to us within the applicable cancellation period.

9.4. To exercise a right to cancel, the Consumer may email info@polbud.co.uk or write to our business address, clearly identifying the order and stating that they wish to cancel it. A statutory model cancellation form may also be used where applicable, but is not compulsory.

9.5. Following cancellation, the Consumer must return the goods within the period required by law. Unless we have agreed to collect the goods or applicable law requires otherwise, the Consumer is responsible for arranging the return and paying the direct cost of returning the goods where we have informed them of that responsibility before the contract was made.

9.6. Consumers should take reasonable care of goods they intend to return. Where the law permits, we may deduct an amount reflecting any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

9.7. Where a Consumer validly cancels a distance contract, we will issue any required refund within the statutory time limit and in accordance with the applicable refund rules. We will normally use the original payment method unless the Consumer expressly agrees otherwise.

9.8. The statutory right to cancel does not generally apply to goods made to the Consumer's specifications or clearly personalised. This may include certain made-to-measure, cut-to-size or specially configured products. Whether an exception applies depends on the nature of the goods and the applicable law.

9.9. The statutory cancellation right also does not generally apply to goods purchased in person at our premises merely because the customer changes their mind.

9.10. The exceptions described in this section do not remove a Consumer's rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

10. Our Voluntary 28-Day Returns Policy

10.1. In addition to any statutory rights, we offer a voluntary returns policy for eligible standard products.

10.2. Subject to this section, eligible standard products may be returned within 28 days of purchase or delivery, as applicable, provided that the goods:

• are unused and in resalable condition;
• are complete, including all supplied components and accessories;
• have not been cut, altered, fitted, installed or otherwise modified; and
• are returned with their original packaging and proof of purchase.

10.3. Where products are sold in full factory packs or manufacturer packaging, the full pack must be returned intact if required by the product's stated return conditions. We will communicate any applicable packaging requirement before purchase where reasonably necessary.

10.4. The voluntary 28-day returns policy does not ordinarily cover:

• goods made to the customer's specifications or clearly personalised;
• made-to-measure or customised products;
• goods cut to size or otherwise altered at the customer's request;
• products ordered specifically for the customer from a supplier where a change-of-mind return has not been agreed; or
• incomplete, used, installed or damaged goods.

These exclusions apply only to our voluntary change-of-mind policy and do not exclude any statutory rights that apply.

10.5. Customers wishing to return eligible products should contact info@polbud.co.uk or our sales team before returning the goods. We will explain the return arrangements and confirm whether the goods qualify under this voluntary policy.

10.6. Unless otherwise agreed, the customer is responsible for the reasonable cost of returning goods under this voluntary policy.

10.7. Once we have received and inspected eligible returned goods, we will confirm the outcome and arrange any applicable refund. Any refund under this voluntary policy will normally be made to the original payment method.

10.8. This voluntary returns policy does not limit a Consumer's statutory cancellation rights or legal remedies for faulty or non-conforming goods.

11. Faulty, Damaged or Incorrect Goods

11.1. We aim to supply goods that conform to the contract and comply with applicable legal requirements.

11.2. If goods are faulty, damaged, incomplete, misdescribed or otherwise do not conform to the contract, customers should contact us as soon as reasonably practicable and provide their order details and, where helpful, photographs or other relevant information.

11.3. Consumers have statutory rights under applicable consumer law. Depending on the circumstances and the applicable legal requirements, these may include the right to reject goods, receive a refund, require repair or replacement, or obtain an appropriate price reduction.

11.4. We will assess complaints fairly and in accordance with the Consumer Rights Act 2015 and any other applicable legislation.

11.5. We may ask for reasonable information to help us understand the issue and determine an appropriate remedy. This does not remove or restrict the Consumer's statutory rights.

11.6. Nothing in these Terms and Conditions requires a Consumer to accept a repair, replacement or other remedy where the law entitles them to a different remedy.

11.7. A customer's failure to report visible damage immediately upon delivery does not automatically prevent them from exercising statutory rights.

11.8. Where damage or a problem appears to have resulted from incorrect installation, misuse, neglect or alteration after delivery, we may investigate the circumstances before determining our responsibility. This does not affect any rights or obligations imposed by law.

12. Installation and Use of Products

12.1. Unless expressly stated in writing, the sale of goods does not include installation, fitting, building work or other services.

12.2. Customers are responsible for checking product suitability, dimensions, quantities and relevant technical requirements before installation.

12.3. Where a customer relies on advice from us about a particular intended use, the customer should ensure that the purpose and relevant circumstances are clearly communicated before purchase.

12.4. Customers should follow applicable manufacturer instructions and safety guidance when handling, storing, installing or using products.

12.5. We are not responsible for damage caused by incorrect installation, improper handling, misuse or failure to follow applicable instructions, except to the extent that we are legally responsible.

12.6. Nothing in this section excludes liability for goods that do not conform to the contract or for any other liability that cannot lawfully be excluded.

13. Business Customers

13.1. Where a customer purchases goods wholly or mainly for business purposes, the terms of the contract and applicable commercial law will apply.

13.2. The statutory consumer cancellation rights and consumer-specific remedies described in these Terms and Conditions apply only where the customer qualifies as a Consumer under applicable law.

13.3. Business Customers should inspect goods upon delivery and notify us promptly of any apparent damage, shortage or discrepancy. This request does not override any mandatory legal rights or contractual obligations.

13.4. Returns of goods purchased by Business Customers are subject to the agreed contract and any applicable voluntary returns policy. We do not guarantee that Business Customers may return correctly supplied goods simply because they change their minds.

13.5. Any discount or special arrangement offered to a Business Customer applies only to the extent expressly agreed.

14. Limitation of Liability

14.1. Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation would be unlawful.

14.2. In particular, nothing in these Terms and Conditions limits a Consumer's statutory rights or excludes liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence where such liability cannot lawfully be excluded.

14.3. Subject to the preceding provisions, we will be responsible for losses that are a reasonably foreseeable consequence of our breach of contract or negligence, in accordance with applicable law.

14.4. We are not responsible for losses caused by circumstances outside our reasonable control, subject to applicable legal requirements and any rights the customer may have under the contract or law.

14.5. If an event outside our reasonable control affects our ability to perform an order, we will take reasonable steps to inform the customer and explain the expected impact. Where the law or the contract permits cancellation, we will handle any refund in accordance with the applicable requirements.

15. Complaints and Customer Service

15.1. We aim to provide helpful and professional customer service. If you have a concern about an order, delivery, product or service, please contact us using the details below.

Email: info@polbud.co.uk
Telephone: Contact our sales team using the telephone number provided on our website or order documentation.
Address: Unit 1 Fengate, Peterborough, PE1 5XB.

15.2. When making a complaint, please provide your name, order number, contact details and a clear description of the issue. Relevant photographs or supporting documents may help us investigate.

15.3. We aim to acknowledge, review and respond to complaints within two working days. This is a service target rather than a guarantee that every complaint will be fully resolved within that period.

15.4. If further investigation is required, we will explain the next steps and keep the customer informed where reasonably practicable.

15.5. We will consider complaints fairly and seek a reasonable resolution in accordance with the contract and applicable law.

15.6. We do not currently offer a specific alternative dispute resolution (ADR) scheme. Customers may seek independent advice about any dispute and retain any rights to pursue a claim through the appropriate legal channels.

16. Personal Data and Privacy

16.1. POLBUD (UK) LTD is responsible for handling customers' personal information in connection with our sales activities.

16.2. Depending on the transaction, we may collect and use:

• name and surname;
• billing and delivery addresses;
• telephone number;
• email address;
• order and delivery information; and
• communications relating to an order or complaint.

16.3. We use this information to process orders, arrange deliveries, take payments, communicate with customers, handle returns and complaints, and meet our legal obligations.

16.4. Payment card details submitted through our online payment process are processed by our payment service provider, Stripe. We do not collect or store full payment card details on our website, except where a specific payment arrangement expressly states otherwise.

16.5. Where necessary to fulfil an order, we may share relevant information with delivery companies, payment processors, suppliers and other service providers involved in the transaction.

16.6. We do not send marketing emails unless we have an appropriate lawful basis and any required consent.

16.7. Personal data will be handled in accordance with applicable data protection law. Customers may contact us at info@polbud.co.uk with questions about the personal information we hold or how it is used.

16.8. This section summarises certain aspects of our data handling. It does not replace any separate privacy notice that we may publish.

17. Changes to These Terms and Conditions

17.1. We may update these Terms and Conditions from time to time.

17.2. The version applicable to an order will generally be the version in force when the relevant contract is formed, unless a change is required by law or the customer expressly agrees to a change.

17.3. Changes to these Terms and Conditions will not retrospectively remove rights that have already arisen under an existing contract.

18. Governing Law and Jurisdiction

18.1. These Terms and Conditions and any dispute or claim arising out of or in connection with them will be governed by the law of England and Wales, subject to any mandatory legal protections that apply to the customer.

18.2. The courts of England and Wales will have jurisdiction, subject to any mandatory rules governing jurisdiction and any rights that a Consumer may have to bring proceedings in another competent court.

18.3. Nothing in this section deprives a Consumer of mandatory protections available under applicable law.

19. Contact Information

If you have questions about these Terms and Conditions, an order, a return or a complaint, please contact:

POLBUD (UK) LTD
Unit 1 Fengate
Peterborough
PE1 5XB
United Kingdom

Email: info@polbud.co.uk
Website: www.polbud.co.uk