FAQ

Every customer is entitled to make a complaint. Once our company has dealt with it, we try to establish a plan of action to help our customers as quickly as possible. The average time for considering a complaint is 3 to 4 weeks. Depending on the type of issue, we are sending spare parts, new products for replacement, or we refund the money.

Distance is not a problem at all. We do our best to determine the problem and its solution for the customer as quickly as possible. Our Sales Specialists are close to our customers and respond to their expectations at every stage of the order completion as well as after-sales service. We always choose the best way of communication for our customers (Messenger, WhatsApp, email, video calls, etc.) so that we can discuss all the order details and issues that arise together with them.

If any part of the joinery is damaged or missed, new products are ordered as soon as possible. Obviously, if there are unusual colours or non-standard accessories needed, the waiting time may take a bit longer.

The fitting teams we cooperate with are independent contractors, so the installation date is arranged directly between the customer and the team. In case of unexpected changes, we recommend contacting the fitter to reschedule. If needed, we can support you in reaching out or recommending another trusted team.

No, at the moment we do not offer uPVC casement windows. However, if you are interested in outward-opening windows and have a larger budget for the purchase of joinery, we suggest you check the offer of top-quality steel and aluminium windows that open outwards HERE. Additionally, we always advise you to check the benefits of tilt and turn windows from our offer. We hope THIS blog post comparing casement and tilt and turn windows may prove useful for you!

We do not provide grants, we do not consider applications, and we do not participate in any grant programs for financing the purchase of joinery. However, we offer our customers energy-efficient products that meet the requirements of the local granting institutions. You can always contact our Sales Team to ask for energy-efficient window and door models that will complement your home energy upgrade. We’ll also provide you with all the necessary documentation (invoices, sales contract and product certificates) required while applying for government funding. If you want to learn more about how we support our Customers in applying for windows and doors grants, go to THIS blog article.

No, we do not currently sell such door types at Fenbro. However, it is possible that they will be part of our offer in the near future. Check our offer of external doors HERE.

The price difference between uPVC and aluminium window and door models can be up to 150%. However, it is worth noting that uPVC joinery is characterised by excellent U-values, while aluminium joinery is known for its impressive life span and resistance to difficult weather conditions. We encourage you to read THIS blog article to learn more about the differences between these two types of joinery materials.

Yes, you can order our products without installation. Also, Fenbro does not take responsibility for incorrect measurements (the dimensions must be provided and confirmed by the Customer when placing an order) and further issues related to faulty installation.

Triple-glazed units are always much tighter and more efficient than double-glazed units. As a result, they also contribute to a lower ( and thus, better!) U-value and greater sound insulation. The price difference between a double- and a triple-glazed unit is approximately 10-15%.

Yes, of course, we have certificates for all our products, including energy-efficient windows and doors which might be approved by e.g. your local BER assessor. However, the exact certificate for a particular window or door model included in the quote and order can only be generated after the production is completed. The certificates contain all the necessary joinery technical parameters, which can be used by local institutions to assess the level of building thermal insulation. All the certificates are issued in English. The joinery purchased from Fenbro meets all legal requirements and regulations in the European Union, especially the requirements of the local markets to which we sell.

Yes, tilt and turn windows that open inwards meet the criteria of most buildings and housing estates in the UK in terms of technical parameters and ergonomics. They also have the option of micro-ventilation, so using air vents is not always necessary. Go to THIS blog article to learn more about the pros and cons of inward and outward opening windows.

Unfortunately, due to the privacy policy, we cannot share confidential information such as addresses or contact details of other Customers. However, you can always go to the Realizations section on our website and see our products based on the selected region. Additionally, you can always contact our customers who left their reviews at our FACEBOOK profile.

No, we are not a window and door manufacturer but we are a joinery supplier. It allows us to offer products from many different Polish manufacturers, known for their high quality and reasonable prices. Therefore, we are also able to provide many unusual solutions and window and door models that meet various needs, expectations and budgets.

You can find our customers’ reviews on our Google and Facebook profiles and on our website HERE .

Generally, inward-opening windows (the so-called tilt and turn windows) are a very popular solution throughout Europe. They allow you to either open or tilt the window and have the micro-ventilation option, which is very useful in winter. In everyday life, the tilt option is most often used as it does not take up much space inside the room. Inward-opening windows are also much easier to clean. To learn why you should choose inward opening windows, go to THIS blog article.

Apart from price and design, the most important parameter is the heat transfer coefficient (or U-value). This is the main factor deciding about price and quality of the product. It is called Uw for windows and Ud for doors. Generally, the lower the value, the warmer the window or door is. The coefficient equal or lower than 0.9W/m2K can be considered passive or energy-efficient. With such a U-value, you can be sure that you have chosen windows/doors with really good thermal insulation.

Yes, you can buy glazing units for your old windows at Fenbro. In order to do it, you have to contact our Sales Team HERE and provide the exact number of panes, the thickness of the unit and the width and height [mm]. You may also need new glazing beads when replacing old windows. Remember that we do not provide the service of glazing units replacement in the windows that were not purchased from us. Glazing units, just like windows, are a personalised product and thus, they are non-returnable.

The required U-value depends on the location of the project, type of building (domestic or non-domestic) and the application (floor, wall or roof). We don’t want to make any false conclusions or miss any important piece of information. That’s why before we can answer this question, we would need a joinery list together with the dimensions of your windows (height and width). Is it possible for you to provide us with such a list? For sure, your architect can create one according to the building plans.

To make sure you get the best possible price from us, we need to know what the offer you got from our competition looks like. Therefore, please send us their quote, and then I’ll get back to you with a new offer.

Currently, we do not offer sash windows, but we do not rule out that such a possibility will appear in the near future. At the moment, our bestsellers include tilt and turn uPVC and aluminium windows that open inwards. They can also be made in the design imitating the appearance of sash windows. Check our wide window offer HERE.

After you have paid for the order, it is no longer possible to make any changes in the product specification (product types, sizes or colours) nor to cancel the order. All units are specially made to order, and consequently, the contract is not subject to cancellation. If you cancel the order, then Fenbro shall have the right to retain the received payment and in addition, to claim against you for any costs incurred and for any loss of profit which accrues.

Once we have the final dimensions from the recommended fitter, the Fenbro Sales Specialist updates the offer in accordance with the guidelines (e.g. dimensions and opening patterns). However, all details, such as colours, accessories, etc., should be agreed with the Sales Specialist, not the fitter.

When all changes have been checked and accepted by you, the Sales Specialist sends the contract (agreement) for electronic signature. After signing the contract, you must pay for the order. You can either make a one-time (100%) in advance (with a 2% discount if the order value exceeds €3,000 NET for the products) or pay in 2 instalments (if the order value exceeds €6,000 NET for the products). In the case of the latter, you pay 50% after signing the contract and another 50% before shipping the goods. After paying for the order, you receive a time plan by email regarding the execution of the order (lead time, delivery and installation).

Yes, we do sell joinery to private customers. Even if you don’t have any expert knowledge of windows and doors, you can go to our Blog and Brochures . It is there where you can learn how to choose joinery, find out how windows and doors are constructed and check why Fenbro is the best choice. For regular customers, we have a special discount, too!

Unfortunately not. The minimum order value is 5 windows or the equivalent of Net €2,000 (value of products from the order). When ordering 1-4 windows, the shipping cost is disproportionately high in relation to the value of the windows. However, we can easily ship single entrance doors, composite or wooden, and the shipping cost is Net €300.

We currently do not have a physical showroom in your country. However, many of the fitting teams we cooperate with in Ireland and the UK have access to our product and colour samples. If you’d like to see our windows or doors in person, we’ll be happy to connect you with one of them – free of charge.

When a measurement appointment is arranged with a fitting team, they can bring window section samples and colour charts for you to view. Please note that the cost of a fitter’s visit is £/€200. This amount is deducted from the final fitting price if you proceed with the installation. Please note that the deposit is non-refundable if you change your mind.

You can also explore our completed projects in Ireland and the UK on our website, or check out customer reviews on our Facebook profile.

If there are any products for sale, we will communicate that in a separate tab on our website. All our products are of the highest quality and manufactured according to individual customer needs, and therefore they are completely new. Products sold by Fenbro are personalised, i.e. made according to the individual needs of the customer, and therefore are not returnable.

Our entire sales team is based in Poland. However, we cooperate with experienced fitting teams in Ireland who can assist with measurements and present available window sections or colour charts. If needed, we’ll be happy to connect you with them.

The current lead time is approximately 5-14 weeks. It depends primarily on the type of products, colours and accessories included in the order and the installation service. If the installation is included in the offer, we depend heavily on the fitting team’s availability – and then, the lead time might be longer.

First of all, you should send us your enquiry where you specify your chosen joinery parameters, dimensions and preferences.
In order to prepare a personalised quote for you, we need the following details:

• Model window/door (aluminium/uPVC) – [any specific U-value is required?]
• Width x Height [mm]
• Colour from the internal/external side
• Glazing: double/triple glazed
• Opening scheme (direction: inwards/outwards – note: outward-opening windows are only made of aluminium, which is a more expensive material)
• Information about unusual structures requiring the use of connectors, cladding, etc. (bay windows, corner structures, etc.)
• Eircode (to check delivery cost)
• Contact details, email address, phone number

You will then receive a personalised quote for the joinery purchase from us, along with estimated delivery cost and lead-time. For more info, contact our Sales Team HERE.

If you’re also interested in installation support, let us know. We’ll connect you with one of our trusted fitting teams, who will provide a separate quote based on your project type (new build or replacement).

The minimum order value for Fenbro products is as follows:

• windows – at least 5 windows or the order value needs to be equal Net €2,000 or more (for products)
• uPVC doors/aluminium doors – the order value needs to be equal Net €2,000 or more (for products)
• composite doors/sliding systems – 1 product or more

However, it does not apply to single front doors (composite or timber) or sliding systems.

If there are more products you need, please send all your enquiries to our Sales Team HERE and we’ll send you the necessary information required to receive an offer.

Yes, the price may change after measurements because the window/door dimensions previously provided by the Customer will probably change. However, they are not usually the biggest cause of price changes. The changes are most often influenced by add-ons and product upgrades chosen by the Customer after measurements, such as colour changes, glazing units or accessories (e.g. silent closing, handles, electronic controls, etc.). 

To prepare an initial quote, we need at least rough dimensions of your windows and doors. Due to the high number of enquiries, we are unable to arrange measurement visits before you receive your offer. That’s why we’ve prepared guides for you on our blog: How to measure windows and doors?

If you decide to proceed with your order and need installation support, we’ll connect you with a trusted fitting team. They will verify all dimensions before finalising the purchase. When a measurement appointment is arranged, the fitter takes a £/€200 deposit – this covers the travel costs, professional measuring and advice regarding the future installation. The amount is deducted from the final fitting price. Please note that this deposit is non-refundable if you do not proceed with the installation.

During the visit, the fitting team can also present product samples and colour charts upon request.

If the house plans include dimensions (width by height in mm / cm), they are of course a sufficient basis for obtaining an offer. If the plans lack necessary information or are illegible, our Sales Specialist may ask for a detailed list with the dimensions of windows and doors (width x height [mm]). Without complete data, we won’t be able to prepare even the rough quote.

The preferred method of payment is to pay the €200 deposit in cash directly to the independent fitter during the measurement visit. However, if the fitter agrees, bank transfer may also be possible. Payment terms are arranged directly with the fitting team.

The only prepayment required before signing the contract is the €200 deposit collected by the recommended fitter during the measurement visit. This amount is deducted from the final fitting price if you proceed with the installation.

You’ll need to pay for the goods before shipment. You can choose between two payment options:

• A one-time 100% advance payment (with a 2% discount if the order value exceeds €3,000 net for the products), or

• A two-installment plan (available for orders over €6,000 net): 50% is paid after signing the contract, and the remaining 50% before shipping – usually 5–8 weeks later.

Yes, we do. In order to get a 2% discount, a one-time 100 % payment in advance is required. Please also follow our seasonal promotions during which we offer attractive discounts on products and delivery.

VAT (Value Added Tax ) is a tax charged on the sale of goods or services and is usually included in the price of most products and services. However, the customer who has a VAT number registered can pay 0% VAT . To do so, please inform our Sales Specialist you’d like to pay through the company and provide your business details such as the name of the company, the address and the VAT number. Once verified by the Sales Specialist, you will receive an invoice with the company details and 0% VAT.

We have prepared the Price List HERE to help you search and compare products from the Fenbro offer. Remember that the prices shown in the Price List are for standard white, double-glazed and/or triple-glazed products and do not include changes in colours, accessories, dimensions, etc. Each change affects the final price of the product.
Generally, uPVC windows, aluminium windows, sliding systems, and garage doors are quoted individually. Each of our products is personalised. It is quoted according to individual customer needs. All enquiries about the offer should be sent to our Sales Team HERE.

You can make a one-time (100%) in advance – then we give you a 2% of discount (for orders equal or more than €3,000 NET for the products)

Besides, you can make a payment in two instalments (if the order value exceeds €6,000 NET for the products):

• 50% when you accept the order
• second instalment of 50% when the order is completed / before the shipping of the goods.

Important note: If the second instalment of the order is not received one week before delivery, we reserve the right to suspend delivery until funds are received. You will additionally be charged the adequate amount for storing the goods and logistics costs which ought to be paid before the delivery of the goods.

Customers should use bank transfers to send money directly to our bank account.

No, you cannot. The only method of payment for your order is via bank transfer. The transfer details are provided in the contract and pro forma invoice.

At the moment, it is not possible to pay in cash, you can only pay for your order by bank transfer. Note: there is no need to convert currencies and pay the amount in PLN, because Fenbro has an account dedicated to payments in the local currency of a given country (EUR, GBP, USD, PLN), so the transfer can be made directly in the same currency, to the account indicated in the contract (or pro forma invoice). For more details, contact our Sales Team HERE.

The possibility of granting a discount depends on the number of products, selected models, the value of the order and whether you are our regular customer or not. This is something you should discuss with your Fenbro Sales Specialist.

The €200 deposit is taken by the recommended fitter during the measurement visit. It covers travel expenses, accurate measuring, and advice related to the planned installation. This amount is deducted from the final fitting price, provided that you go ahead with the installation through the same team. Please note that the deposit is non-refundable if you cancel the order or choose not to proceed with the installation.

No. The €200 deposit is taken by the recommended fitter and is deducted from the final fitting price, not from the joinery order placed with Fenbro. If you cancel the installation, the deposit is non-refundable.

Unfortunately, we are unable to unload the goods if any of the ordered products exceed 2000 mm in width. This is due to the fact that the car used for such a delivery does not have a lift to remove the pallets from the car. However, it is possible to rent additional transport that will enable unloading for an additional fee – please ask our Sales Team for details and price HERE.

Yes, the transport organised by us is fully insured. You do not have to worry about any potential damage to the joinery that may occur during transportation. For the delivery, you get a CMR document. It is a confirmation of delivery and a proof that the products were received in good condition and that the transportation was concluded under the specified conditions. You have 48 hours to check the conditions of your order.

Yes, we deliver joinery worldwide. While we don’t provide installation services directly, we cooperate with trusted independent fitting teams who offer installation support in Ireland and the UK.

Our offer includes:

• Product
• Delivery
• After-sales service
• Access to recommended fitting teams

Our company is based in Warsaw (Poland), and we also operate a warehouse in Ostrołęka. All joinery is manufactured in Poland and shipped directly to our customers from there.

Yes, you can. When ordering from us, you can pick up the goods yourself and arrange transport, but then the goods are not covered by warranty in the event of damage during reloading or transport. Please keep in mind to secure the goods, we place all joinery on a wooden pallet with the rack (this is an additional cost for self-pick-up).

Fenbro provides delivery services to your location. If transport is organised by Fenbro, the goods are delivered on a wooden pallet. For pallets up to 2000 mm in length, unloading is done by the driver using a tail-lift – the pallet will be placed on the ground, but it won’t be unpacked or carried inside.

If any of the delivered pallets exceed 2000 mm in width or length, the customer is responsible for unloading the entire delivery. This is because vehicles used for such deliveries do not have forklifts. The customer must ensure unloading using a forklift, by hand or other method.

Please note that installation and bringing the joinery inside is handled by the independent fitting team on the day of fitting (if applicable and previously agreed).

Sometimes it is possible to change the delivery date, i.e. postpone it by a week or two. However, the shortest lead time for most products is 5-8 weeks, although it may vary depending on the selected models and the scope of services.

We ship to all countries in Europe. Currently, we focus mainly on the UK, Ireland, Germany and Austria, where we also cooperate with trusted fitting teams who offer installation services.

The cost of delivery is calculated individually. The cost of delivery depends on the weight, size of pallets and their quantity.

For example:

The transport price depends on the number of pallets, their weight and dimensions. For example for 2 pallets (15 windows) with total weight around 1000 kg and dimensions 2500 (width) x 1200 (depth) x 2200 (height) mm. The cost will be approx. €900 depending on the postcode. For single doors (composite or wooden) it amounts up to €300.

Transport organised by us is fully insured, so you do not have to worry about possible damage to the joinery due to transport. If you wish, you can arrange transport by yourself.

For more information contact our Sales Team HERE.

The delivery cost depends on the number of products (their weight and dimensions) as well as the route covered. Our transport is fully insured, which gives the Customer a sense of security in the event of damage to the goods during transport. However, our orders are very well secured and such situations do not happen often, but we always do our best to order new goods as soon as possible.

The duration of the installation depends on several factors: the number of ordered windows and doors, the type of project (replacement or new build), and any additional work required. Since the installation is carried out by one of the trusted fitting teams we work with, the exact timeframe may vary. Typically, installations take 1–3 days. The fitting team will confirm the schedule with you directly, usually after the order is placed and all technical details are known.

Yes, the installation date is arranged directly between you and the fitting team we recommend, based on the delivery schedule and availability. In most cases, installation takes place no earlier than two working days after you receive the goods.

Yes, you can! Additionally, you can count on our support even after the warranty period – but only for issues related to the product itself, not the fitting. If anything happens to your joinery, we can help you get spare parts, accessories or ready-made components. Please note that this post-warranty service is chargeable.

If you decide to use your own fitter, please make sure they receive the correct measurements and product specifications. Fenbro cannot take responsibility for any issues caused by incorrect installation or fitting errors, including problems with product performance or order confirmation based on inaccurate dimensions.

We don’t provide installation services directly, but we cooperate with trusted fitting teams who offer professional installation in Ireland, Northern Ireland, and the Greater London area. We’re also working on expanding our network of fitting partners in other EU countries.

Yes – we cooperate with trusted fitting teams who can carry out on-site measurements only if you’re also interested in installation. If you’re happy with the initial quote and would like to proceed with both the product and installation, please contact our Sales Team. We’ll connect you with a fitting team in your area to arrange a measurement visit. Please make sure that all window and door openings are ready for measuring (width x height). The fitter will also bring product and colour samples during the visit. A €200 deposit is required for the measurement service – it’s deducted from the final fitting price if you proceed with the installation. Please note that the deposit is non-refundable if you cancel the order.

In the case of a new building and new windows, you should measure the width and the height from one edge of the brickwork to the other. Do not measure your existing window frame, but measure the brick opening. Measure brick to brick in at least three different places, and deduct 20 mm from the final width and 10 mm from the final height measurements. You should do the latter to allow for fitting tolerance around the new frame.

When you are replacing the old windows with the new ones, you should always go outside to record your window measurements. The height and the width should be measured from one edge of the brickwork to the other. It is important to add 10 mm to the final width. In case of the height, you should measure the window tightly up to the cover strip (which itself is not measured). To ensure your measurements are accurate, always take internal measurements as well.

Learn more about correct window measurements in THIS blog article.

When you want to measure doors in a new building, you start by checking the width of the door opening inside and outside, in three places (top, middle, bottom). If the door opens outwards, you have to add about 10 mm to the outside width. It is because of door hinges: if the door is too big, the hinges will touch the wall and the door won’t swing properly (at 90°). It is different when the door opens inwards. Then, if during measurements you get the width of e.g. 950 mm, you need the door that is 940-950 mm wide. In the case of inward opening doors, there is enough space inside for the door to open – so the width of your chosen door can be in total accordance with taken measurements.

The door opening height, similarly as the width, should be measured from both outside and inside of the building. When measuring the door opening height, you need to know the finished floor level, i.e. concrete plus tile. As a standard, it is 250 mm in total: 230 mm (concrete) + 20 mm (tile, panel) – but these measurements may differ depending on the building project. If the floor is completed, you measure the height from the finished floor level (250 mm) up to the upper door reveal. If, on the other hand, the floor is not completed, you have to ask the person in charge of the building project what the finished floor level is going to be. Then you measure the door height straight from the given number.
Learn more about correct door measurements in THIS blog article.

No, installation does not take place on the day of delivery. It is scheduled separately, in agreement between the customer and the fitting team recommended by Fenbro. Typically, the installation date is set within 3 to 7 working days after the order is placed and payment is received. Installation can take place no earlier than two working days after the goods are delivered. If you’ve arranged installation with one of our recommended fitting teams, they will usually carry the goods into the building on the day of installation.

On the day of delivery:
All products are weatherproof and securely packed, so they can be stored outdoors until installation. The condition of the goods is checked during loading at our warehouse in Poland, during unloading at your site (by the customer), and again with the fitting team (if applicable) on the day of installation. Any damage should be reported to Fenbro no later than on the day of installation.

Yes, when replacing windows/doors, a skip (a large open-topped waste container) is ordered the day before the installation team’s visit and the old windows/doors are thrown into it. The skip is removed from the Customer’s property within 3 days of completion of the installation work. The Customer does not bear any additional costs related to the disposal of joinery or ordering a skip.

We cooperate with several independent fitting teams based in different parts of Ireland, Northern Ireland, and the Greater London area. Many of them have product and colour samples available, so if you’d like to see them in person, we can help connect you with a nearby team.

In most cases, the fitting team will also bring samples when they come to confirm the measurements before placing the final order. Please note that the fitter takes a €200 deposit for the measurement visit and future installation. This amount is deducted from the fitting price if you proceed, but is non-refundable if you decide not to place an order.

For more details or to arrange a visit, please contact our Sales Team HERE.

If your order does not include installation:
In case of any complaint, please send us clear photos and a description of the issue by email. Scratches on glass or frames must be reported within 48 hours of delivery. Fenbro is not responsible for normal wear and tear or damage resulting from misuse or improper installation of the products.

If installation is arranged through a fitting team we recommended:
The transport is fully insured, and the condition of the products is checked during loading, unloading and again during installation. You will receive a CMR document upon delivery – please inspect the goods and report any visible damage within 48 hours of receiving the order, or by the day after installation at the latest.

The average time for considering a complaint is 3 to 4 weeks. Depending on the type of issue, we are sending spare parts, new products for replacement, or we refund the money. We ship new products as quickly as possible, and in the meantime, the complaint is processed.

If any part of the joinery is damaged, new products are ordered as soon as possible. Most often, we are able to ship new items much faster than the entire order takes. However, the exception will be products with unusual colours or non-standard accessories.

All windows and doors purchased from Fenbro come with a full product warranty: 5 years for all joinery products. For each order, you receive an invoice and a contract. We archive all invoices for 5 years as proof of purchase. Installation warranty is provided separately by the fitting team, if you decide to work with one of the trusted partners we recommend.

Yes, the product warranty remains valid even if the installation is carried out by you or by an external company. What matters most is that the installation is done properly and in accordance with the manufacturer’s guidelines.

After the warranty period, we also offer after-sales support. If anything happens to your joinery, we can help you get spare parts or components to solve the issue (this service is chargeable after the warranty expires).

Please note that if you choose your own fitter, you are responsible for providing correct measurements. Fenbro cannot take responsibility for issues resulting from incorrect sizing or improper installation.