All windows and doors purchased at FENBRO have a following full guarantee:
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5 years for all our products
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10 years for all VELUX products
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2 years for the installation (with service provided by us)
In case of each sale, you get a sales contract together with an invoice. We always archive all invoices for 5 years as evidence of purchase.
Guarantee and complaints:
In case of any complaint, we will ask for photos and a description of what happened (preferably by an email). We are sending new products as fast as we can and in the meantime, we are taking care of the complaint. The typical length of time for complaint resolution is from 3 up to 4 weeks . You will get the spare parts within 7 -14 days.
Please remember that the transport also is fully insured so everything is secured at all stages. For the delivery, you get a CMR document. It is a confirmation of delivery a proof that the products were received in good condition. You have 48 hours to check the conditions of your order.
Depending on the type of the issue, we are sending spare parts, new products for replacement, or we refund the money.
Guarantee and DIY installation:
The guarantee is valid even if the window installation is carried out by our clients themselves or by an external company. The most important thing is that the installation is carried out in an artful manner and according to the installation instructions for the window.
Additionally, we offer support after the guarantee period is over. It means that if something happens with your joinery afterwards, we can get you all the necessary spare parts, ready-made products and tools to help you solve the issue (the service is chargeable at the end of the guarantee period).
Please note that if you choose your own fitter, you are responsible for providing them with correct measurements of the openings as well as products dimensions. We cannot be held responsible for any irregularities in this regard.
