Terabyte B.V., trading as ReMarkt

Last updated: 20 August 2026

In this pallet policy we explain when ReMarkt dispatches an order placed via www.remarkt.co.uk with a delivery address in the United Kingdom by pallet, how the transport works and what you need to do on delivery, in the event of damage or for a return. This policy supplements our delivery terms, return conditions and terms and conditions. In the event of any inconsistency, mandatory statutory provisions and the terms applicable to the order take precedence.

PALLET DELIVERY AND PREPARATION

Article 1 – When do we use pallet delivery?

ReMarkt uses pallet delivery when an order is not suitable for standard parcel shipping because of its size, weight, number of products or fragility.

Pallet delivery is used, among other things, for:

• printers and other large or heavy IT hardware;
• multiple monitors or larger quantities of products;
• bulk orders;
• fragile shipments that need extra stability and protection;
• orders that exceed the maximum dimensions or maximum weight for parcel transport.

ReMarkt determines which shipping method is most suitable for the order. When an order is dispatched by pallet, the customer is informed of this in advance or at the latest in the dispatch confirmation.

Article 2 – Carriers and delivery area

For pallet shipments, ReMarkt works with specialised carriers and transport networks.

• For pallet shipments to the United Kingdom, Quicargo or an affiliated specialised carrier is generally used.
• The carrier is chosen on the basis of the size, destination, accessibility, availability, customs options and transport planning.
• Quicargo consolidates shipments through a network of carriers. As a result, the name of the carrier performing the delivery may differ per shipment.

The name of the carrier performing the delivery may differ per shipment. The choice of carrier does not affect ReMarkt's responsibility to deliver a consumer order correctly.

Article 3 – How does a pallet delivery work?

1. ReMarkt informs you that the order will be dispatched as a pallet shipment.
2. The products are placed securely on a pallet and safely fastened.
3. The carrier schedules the shipment and the onward transport.
4. The pallet is delivered to the front door or to an accessible location on the ground floor.
5. The recipient checks the pallet on delivery and signs for receipt.

The driver delivers the pallet but does not unpack the goods, does not install any products and does not move the pallet to another floor or further into the premises. Please therefore make sure that sufficient help or suitable equipment is available if the pallet needs to be moved internally after delivery.

Article 4 – Preparing the delivery address

A pallet truck can only be used safely on a flat, paved surface. Please therefore check before the delivery day whether the delivery address is suitable and accessible.

The delivery address must

• be accessible to a lorry;
• offer enough space to set down the pallet safely;
• have a flat, paved surface, such as asphalt, concrete or paving;
• be free of stairs, narrow passages, loose surfaces and high thresholds on the route to the delivery point;
• be accessible at the agreed or announced delivery time.

Delivery to another floor, via stairs, over gravel, grass or loose sand, or through a passage that is too narrow is not possible. Standard delivery ends at the front door or at an accessible location on the ground floor.

Not sure whether the delivery address is suitable? Then please contact our customer service before dispatch. That way we can assess whether a pallet delivery is possible or whether another solution needs to be agreed in advance.

PACKAGING, TRANSPORT AND DELIVERY TIME

Article 5 – Packaging and groupage transport

ReMarkt builds every pallet so that the shipment remains stable and protected during normal transport.

• Heavy products are placed at the bottom wherever possible.
• The goods are stacked securely and protected against shifting.
• The pallet is wrapped in film.
• If necessary, the shipment is additionally secured with strapping or other protective material.
• The pallet is handed over to the carrier as a single transport unit.

In groupage transport, several shipments are combined in a single journey. A pallet may therefore be transferred to another vehicle en route. A slight shift of the film or outer packaging can occur and does not automatically mean that the contents are damaged. Always inspect the pallet visually on receipt.

Article 6 – Delivery times and expected arrival time

Delivery times for pallet shipments are indicative. An exact delivery day or a fixed time can only be guaranteed when this has been expressly agreed in writing.

• For the United Kingdom: generally 4 to 6 working days after dispatch. For pallet delivery, the actual transit time may differ from the time for a standard parcel shipment. Customs clearance and border checks may cause additional delay.
• The current schedule and the delivery information confirmed by ReMarkt are decisive. A fixed delivery day or a fixed time applies only when this has been expressly agreed in writing.

The actual transit time depends on the destination, route planning, the number of transfer points, traffic conditions, public holidays and the schedule of the carrier performing the delivery.

Indicative transit times within Europe

Country	Working days	Country	Working days
Germany	1-3	United Kingdom	2-6
Luxembourg	2	Sweden	2-6
Austria	2-3	Hungary	3-5
Poland	2-4	Ireland	3-6
Czech Republic	2-4	Romania	3-6
Slovenia	2-4	Croatia	3-7
Slovakia	2-4	Spain	3-7
Denmark	2-4	Italy	3-8
France	2-5	Portugal	4-6
Estonia	2-5	Bulgaria	4-6
Latvia	2-5	Finland	4-8
Lithuania	2-5	Greece	5-8

These times are indicative and apply to usual and easily accessible destinations. Islands, remote areas, public holidays, limited availability, groupage scheduling or special shipments may result in a longer delivery time. For the United Kingdom, customs formalities, import duties and the availability of a local transport partner may also affect the schedule.

Article 7 – Tracking and shipping information

After dispatch you will receive a dispatch confirmation from ReMarkt at the e-mail address provided with the order. The tracking and delivery information available varies per carrier and per shipment.

• PostNL Cargo does not send a direct notification or time slot to the recipient for every pallet shipment.
• With Quicargo or an affiliated carrier, status updates or an expected arrival date may be available.
• A live location or an exact time slot is not included as standard.
• An expected arrival date is an estimate and may change due to transport scheduling.

Please also check your spam folder. Have you not received any useful information after the dispatch confirmation, or does the shipment appear to be delayed? Then please contact our customer service. We will request the current status from the carrier.

RECEIPT, DAMAGE AND FAILED DELIVERY

Article 8 – Receipt and inspection on delivery

Make sure that someone is present at the time of delivery who can take receipt of the pallet. Before signing, check at least the outside of the pallet and the packaging.

1. Check that the pallet and the visible packaging are complete and stable.
2. Check for tears, dents, moisture, holes, toppled products or other visible transport damage.
3. In the event of any irregularity, immediately take clear photos of the whole pallet, the packaging, the damage and the transport labels.
4. Have visible damage noted as specifically as possible on the delivery note or the digital proof of delivery and sign with reservation.
5. Then contact ReMarkt as soon as possible.

Signing with reservation helps with the investigation into transport damage. A signature without reservation or the absence of an immediate note does not automatically cause a consumer's statutory rights to lapse in the event of hidden or later-discovered damage.

Is the pallet seriously damaged, unstable or possibly unsafe? Discuss this with the driver, take photos and contact ReMarkt immediately. Do not refuse the shipment without a clear reason or without having the damage recorded, unless safe receipt is not reasonably possible.

Article 9 – Reporting damage or an irregularity

Visible damage

Report visible transport damage preferably immediately on delivery and within 24 hours to ReMarkt. A prompt report makes it easier to establish the cause and to start an investigation with the carrier.

Hidden damage

Do you only discover damage after unpacking? Then report this as soon as possible after you have discovered the damage. A recommended reporting period does not limit consumers' statutory rights.

When reporting, please state:

• the order number;
• the date of delivery;
• a clear description of the damage or irregularity;
• photos of the whole pallet, the packaging, the transport labels and the damaged product;
• a copy or photo of the delivery note, if damage was noted on it.

Keep the pallet and the packaging material until ReMarkt has assessed the report and given instructions. Do not throw damaged packaging away straight away. Could there be a dangerous situation? Then stop using or moving the product.

ReMarkt assesses the report and agrees the appropriate next step with you. Depending on the situation, this may for example be repair, replacement, collection of the goods, a price reduction or a refund.

Article 10 – Failed delivery and a new delivery attempt

A delivery may fail when:

• no one is present to take receipt of the pallet;
• the address provided is incorrect or incomplete;
• the address is not accessible to the lorry or pallet truck;
• the surface, passage or delivery point is unsuitable;
• the recipient refuses the shipment without a valid reason.

The carrier may then take the pallet away, store it, offer it for delivery again or return it to ReMarkt.

Is the failed delivery attributable to the customer? Then the reasonable costs actually incurred for storage, return transport or a second delivery attempt may be charged. ReMarkt informs the customer of these costs in advance before a new delivery is scheduled.

Did the delivery fail because of an error by ReMarkt or the carrier, for example due to a demonstrably incorrect address label or a delivery time that was not agreed and not usefully announced? Then no additional costs are charged to a consumer for a necessary new delivery attempt.

RETURNS, RESPONSIBILITY AND CONTACT

Article 11 – Returns, defects and incorrectly delivered products

A pallet return is always arranged in consultation with ReMarkt. Register the return first and wait for the return or collection instructions before you send the pallet or have it collected. For a return from the United Kingdom to the Netherlands, you also follow the customs and export instructions provided by ReMarkt.

You can submit the request via the returns portal of www.remarkt.co.uk. You will immediately receive a confirmation that the request has been registered. Requests are checked and approved on working days; the return instructions therefore do not always follow immediately after registration.

Presenting the pallet ready for transport

The customer ensures that a return pallet is ready, safe and prepared for transport at the agreed time:

• preferably use the original pallet and packaging, or equivalent sturdy materials;
• place the goods securely on the pallet, with heavy products at the bottom;
• protect products against knocks, moisture and shifting;
• wrap the pallet firmly in film and use strapping if necessary;
• remove or cover old transport labels;
• place the pallet in an accessible location on the ground floor that a pallet truck can reach.

ReMarkt does not offer an on-site packing service. Please therefore keep the original pallet and packaging material until you have checked the products. The absence of the original packaging does not automatically exclude a statutory right, but the return shipment must be properly and safely packaged.

Defective or incorrectly delivered

Is a product defective, damaged or incorrectly delivered, and is ReMarkt responsible for the cause? Then ReMarkt will provide an appropriate solution and, where return transport is necessary, the return instructions and the reasonable return costs. The customer remains responsible for presenting the pallet safely and ready for transport.

Cancellation or return at your own request

In the event of cancellation or another return at your own request, the direct return costs may be borne by the consumer, where this was clearly communicated before the purchase and the applicable mandatory law allows it. Because a pallet cannot be sent back by ordinary post, scheduling and costs are always arranged through customer service. The return conditions and the information provided before the order are decisive.

Article 12 – Responsibility and statutory rights

ReMarkt takes care in processing, packaging and handing over every pallet shipment. The actual transport is carried out by an external carrier.

In a consumer purchase for delivery in the United Kingdom, the risk of loss or damage during outbound delivery in principle remains with ReMarkt until the consumer, or a third party designated by the consumer who is not the carrier, has received the shipment. This is different where the consumer chooses a carrier that was not offered by ReMarkt, to the extent that mandatory law allows this.

After correct delivery, the recipient is responsible for safely unpacking, moving internally, storing and using the goods. ReMarkt is not responsible for damage that arises because the pallet is moved unsafely, unpacked incorrectly or stored unsuitably after delivery, unless the damage results from a defect for which ReMarkt is responsible.

This pallet policy does not limit:

• the statutory right to cancel, to the extent that it applies to the order;
• the right to a product that conforms to the contract;
• the right to a free statutory remedy for a defect for which ReMarkt is responsible;
• the possibility of reporting hidden damage or a defect within a reasonable period after discovery;
• the other rights under the terms and conditions, warranty terms and return conditions.

For business customers, additional or different arrangements may apply where these have been agreed in writing or follow from the applicable terms and conditions.

CONTACT

Article 13 – Contact and company details

Do you have questions about the accessibility of the delivery address, the status of a pallet shipment, transport damage or a pallet return? Then please contact our customer service and always state your order number.

Company name: Terabyte B.V.

Trading name: ReMarkt

Address: Ellerweg 2, 6037 RS Kelpen-Oler, Netherlands

KvK number: 52945855

VAT number: NL850678201B01

E-mail address: [email protected]

Telephone number: +31 (0)495 712876

Website: www.remarkt.co.uk

Our customer service handles questions on working days. When reporting damage, we would appreciate receiving clear photos of the pallet, packaging, transport labels and the product concerned straight away.