SHIPPING POLICY (ver 3.1) - HART 4 TECHNOLOGY B.V.
Due to busy periods at the delivery services, shipments may be delayed. We have no control over this and ask for your understanding.
Order and shipment or pick-up
After you have completed your order and met all applicable conditions, you will receive an order confirmation by email or SMS. If a product is not in stock, you will be informed and the product will be backordered. We reserve the right to postpone the shipment until your order is complete with us.
After your order has been prepared for shipment, you will receive the track & trace code by email.
Order confirmations and track & trace codes by email may end up in your spam folder. If you cannot find these messages there either, please contact us.
In some cases, it is possible to collect your order by appointment at our location in Eibergen (Netherlands). If you have agreed with us to collect your order while shipping costs have already been charged, these costs will be waived.
Delivery time
Delivery of orders within the Netherlands usually takes place within one to two working days. Different delivery times apply for orders delivered outside the Netherlands. These differ per country.
In some cases, software delivery may take a little longer because we may need to ask questions for the registration and processing of it.
The delivery of high-grade cryptographic material, such as Viasat FREEDOM and DARC, may take longer due to the sales authorization. If necessary, we will contact you about this.
Exceptional delivery times
If we need to backorder products from your order from our supplier, or if the products need to be custom-made, the delivery time can increase to three to six weeks.
The product "Smart Keeper PRO" has an average delivery time of three to six weeks, and in busy periods, four to eight weeks. For FREEDOM 600 and DARC-600 products, you must take into account a delivery time of four to twelve weeks. Whether your organization receives an X-ref code from the NCSC in the United Kingdom depends on this. The X-ref code is your ticket to purchase certain products.
Due to unforeseen external circumstances, there may always be a delay in production, delivery and/or shipment. We can therefore never guarantee delivery times.
Shipping method
We work with various delivery services, namely PostNL, DHL, DHL Express, and FedEx.
By default, we send parcels via PostNL, including for international shipments. Sometimes we opt to use DHL or another delivery service.
You may also choose to use the DHL pick-up point service if you expect not to be present at the time of delivery and/or if you wish to determine the pick-up time yourself. You are responsible for collecting the parcel within the stipulated period. If the parcel is left too long, it may be returned to us and you will have to pay the shipping costs again.
Payment
Unless expressly agreed otherwise, payment must be made prior to delivery of the products. Our payment methods are: iDeal, Bancontact, bank transfer, credit card, PayPal, and cash, with payment by credit card and PayPal available only for our partners.
Additional fees apply to credit card and PayPal payments. In the case of payment by credit card, you will receive a surcharge of 2.9% of the order amount plus € 0.25 variable costs. In the case of payment by PayPal, you will receive a surcharge of 5.5% of the order amount plus € 0.10 variable costs. For payments with a non-Dutch credit card, delivery may sometimes be delayed by one or two days because a standard fraud score procedure is carried out.
Shipping costs (exclusive VAT)
Any shipping costs will be visible once the address details have been added to your order and the first steps of the checkout have been completed.
The cost of standard shipping is € 10.00, including tracking and packaging material. For orders from € 200.00 to be delivered within the Netherlands, no shipping costs are charged, except for orders with discounts, large sizes, and express deliveries. For these exceptional cases, you will be contacted in advance, after which the shipping costs will be invoiced separately after the order has been placed.
If you want your shipment to be insured, please contact us for a customized quote.
Address details
It is your responsibility to enter and check the delivery address correctly. We are never liable for any damage resulting from incorrect or incomplete information provided by you, and any ensuing extra costs, such as additional shipping costs, may be charged to you.
Receipt of products
You are responsible for receiving the shipment. Any extra shipping costs incurred will be charged to you separately.
For deliveries inside or outside the EU, we have registered all our products and are a Registered Exporter and will indicate this on our shipments to customs in the respective country. This ensures our REX registration is recognized and customs clearance proceeds smoothly. However, we dispatch our products under Delivery term: ICC Incoterms® 2020 ExW Ex Works.
Shipment delayed or lost
If you inform us that an order has not been delivered to you, we will initiate an investigation. This investigation can take about two weeks.
If our investigation shows that the delivery service made a mistake, we will notify you and it is your responsibility to resolve the issue with the delivery service, unless you are a consumer; in the latter case, the shipment is at our risk and we are obliged to provide a solution. If you are not a consumer, the delivery is at your risk because we have agreed delivery Ex Works with you.
If our investigation shows that we made a mistake, we will notify you and resolve the issue.
If, as a business customer, you need to file a claim with the delivery service, we will provide you with all necessary information upon request, as far as can reasonably be expected from us. If you have paid by credit card or PayPal, you may be entitled to purchase protection from that payment service. Please check the terms of the relevant payment service.
Product safety
As importer and exporter, we comply with European legislation (EU) 2019/1020.
To ensure the free movement of products within the Union, it must be ensured that the products comply with Union harmonization legislation and consequently with regulations that provide a high level of protection for public interests, such as health and safety (all our products bear a CE label and we can also provide, upon request, the Declaration of Conformity CE letter and the associated technical documents) in general, consumer protection, environmental protection (electronic waste via Stichting Open), public safety, and the protection of other public interests (private copy levy via Stichting Thuiskopie), all of which are protected and complied with under that legislation. This means we also carry out monthly and annual administration and audits to comply with these regulations.