Delivery
If the transport is organised by us, it takes place on a wooden pallet with a stand; length x width x height [mm]. No stacking is possible. It is the Customer who is responsible for unloading the pallets.
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. If the Customer prefers to organise the transport on their own, they have to let the Company know and they will be able to pick up the goods directly from the windows-, doors- or garage gates-factory or the Fenbro warehouse or from the designated location.
Unloading of the pallets
For pallets not exceeding 2000 mm in length, it is possible to use a tail-lift car for the delivery. The driver is able to unload the pallet from the car at the delivery location. However, the windows will not be brought into the customer’s premises by the transport company.
Upon receipt of the goods, the Customer has to verify the content of the consignment, compliance with the order and whether there is no damage to the goods that occurred during the transport. All discrepancies must be reported to the Company up to 48 hours after receipt of the goods.
Even if one pallet exceeds 2000 mm on the length, it is Customer’s responsibility to unload all pallets using a forklift, manual or other method.
Arrival at a given address
If access to the indicated address is not possible due to access restrictions (narrow passages, narrow gates, street blocks, city centres), the goods can be left at the nearest possible place, agreed with the customer.
Carrying out joinery in the customer’s premises
Delivery does not include the service of carrying the windows and doors into the customer’s premises. The windows are only brought in during the installation carried out by Fenbro ( check point “Installation / Fitting provided by FENBRO”)
CMR document
CMR is a document confirming that you have received the goods. It is related only to the delivery. The CMR document needs to be signed electronically by transport Company, sender and receiver within 48 hours of receiving the goods (not earlier).
If FENBRO performs the installation, the CMR document can be signed on the day of installation.
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.
