Delivery
If this is transport organized by us, it takes place on a wooden pallet with a stand; width x length x height (cm). No stacking possible. Transport Company unload the pallets with maximum width up to 2500 mm. For unloading pallets above 2500 mm responsible is customer.
If it is the customer who arranges the transport, then Fenbro shall not be liable for damage caused during the delivery of the goods to the customer.
Once the order has been manufactured and the transport has been ordered. We send goods to all European countries, if it is a customer from the USA or Africa, we will also deliver the ordered goods to you. Do you prefer to organize transport on your own? No problem, let me know and you will be able to pick up the goods directly from the windows, doors or garage gates factory or our warehouse in Ostrołęka, Poland.
Upon receipt of the goods verify the content of the consignment; compliance with the order, no damage to the goods. All discrepancies must be reported up to 48 hours after receipt of the goods.
Damage and Repair
Scratches to glass or frame must be reported within 48 hours of delivery. The Company cannot be held responsible for normal wear and tear or damages resulting from abuse or misuse of the products.
Guarantee
Windows & doors purchased at FENBRO have a full guarantee.
5 years for all our products
10 years for all VELUX products
2 years for the installation (with service provided by us)
For each sale you are getting an invoice + contract, We archive all invoices for 5 years as evidence of purchase.
In case of any Complaint:
We need to have pictures and a description of issues (email will be perfect).
Please remember that transport also is fully insured, so here everything is secured in all stages. For the delivery, you are getting a CMR document (conformity of delivery – you have 48 hours to check the conditions of your order).
We are sending new products as fast as we can (we are taking care of the claim in the meantime) it takes around from 3 up to 4 weeks, the spare parts you will have in 7 -14 days.
Depends on the type of issue, we are sending the spare parts, new products for replacement, or we refund the money.
Installation on your own:
The guarantee is valid even if the window installation is carried out by you, an external company. The most important thing is that the installation is carried out in an artful manner.
Additionally, you have unlimited support (help) after the guarantee will be over. That’s mean if something will happen with your joinery we can help you to get all spare parts, ready-made product and everything that will be needed just to solve the issue (service chargeable at the end of the guarantee period).
Refunds
Online sales of personalized goods
Personalized goods are subject to the same complaint rules as any other product. On the other hand, product personalization may be relevant from the point of view of the right to withdraw from the contract, because in accordance with art. 38 of the Act on Consumer Rights, personalized goods cannot be returned as part of withdrawal from the contract. This provision states that the right to withdraw from a contract concluded off-premises or remotely is not entitled to the consumer in relation to a contract in which the subject of the service is a non-prefabricated item, manufactured according to the consumer’s specifications or serving to satisfy his individual needs.
Other conditions regarding returns and withdrawal from the purchase contract are described in the Regulations on fenbro.com.
Payment
The payment you can have in two instalments.
– 50% when you accept the order
– second instalment 50% before the dispatch of the goods.
or 100% in advance *then we give you 2% of discount
Payment on the bank account.
