1. Scope and shipping origin
Orders are shipped within Poland from the manufacturer’s central warehouse: 48607 Ochtrup, Germany. International shipments — upon individual arrangement.
2. Lead times
- Standard: 2–14 business days, depending on product availability and delivery method.
- For information: indicative lead times are shown on the product page and in the order confirmation.
- At the latest: we fulfil the order within max. 30 days from contract conclusion (unless agreed otherwise).
3. Delivery methods
- Courier service — parcels and smaller shipments; standard delivery within 2–7 business days from dispatch.
- Pallet freight / forwarding — heavy/oversized goods; the carrier will contact you to agree a delivery window.
The carrier is selected based on size and weight. We reserve the right to change the carrier to optimise time and transport safety.
4. Delivery costs
The delivery cost depends on the chosen method, weight/size, and address. The exact price is shown in the cart and at checkout.
5. Tracking and scheduling
- Courier: you will receive a tracking number to monitor shipment status.
- Freight: the carrier will contact you by phone/SMS to confirm a delivery window.
6. Receipt and damage report
- Check the shipment on receipt. If the packaging shows visible damage, write “subject to inspection” on the delivery note and take photos.
- Damage report with the courier. In case of transport damage, draw up a report with the courier and send us a scan/photos and damage pictures without delay (preferably within 24h) via HelpCenter/E-mail.
- Concealed damage. After unpacking, notify us immediately with photos and documentation — this will speed up the claim process.
Lack of notes/report may hinder or extend the carrier’s claims procedure.
7. Curbside delivery
Delivery is made in the “curbside” model: the driver brings the goods to the nearest accessible spot by the building, reachable by the vehicle. It does not include carry-in, installation, levelling, or packaging disposal.
Requirements for bulky items
- Ensure access for the delivery vehicle and a hardened surface for unloading.
- For heavy units, a pallet jack/forklift and the presence of 1–2 people to receive are recommended.
- Before commissioning, do not remove packaging in a way that prevents potential return/re-shipment.
8. Risk & liability (consumer vs B2B)
| Customer status | Rule |
|---|---|
| Consumer / sole trader with consumer rights | The risk of accidental loss/damage passes to the Customer upon delivery (handover). Until then, the seller/carrier is liable according to applicable law. |
| Business customer (B2B) | The risk passes to the Customer upon handover to the carrier. We recommend immediate inspection and drawing up a damage report when receiving from the carrier. |
9. Failed delivery, storage, address change
- Uncollected shipment: we may charge for re-delivery and any storage according to carrier rates.
- Address change after dispatch: may involve extra costs and extend delivery time.
10. Returns and send-backs
In case of a return, the shipping cost back to us is borne by the Customer. Returns are also curbside; please properly secure and palletise the goods.
Detailed return and withdrawal rules are available in our Terms.
11. Force majeure and delays
We are not liable for delays arising from circumstances beyond our control (e.g., weather conditions, road disruptions, system outages, carrier decisions) or from incorrect address data. Delivery times are indicative and do not constitute an obligation to pay damages.
12. Contact
- HelpCenter / tickets: please include the order number, photos, and a description of the situation.
- E-mail: info@primegastro.pl | Phone: +48 12 444 57 57