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These regulations define the general terms, conditions, and sale methods conducted under the brand by Fenbro Sp. z o.o. with its registered office in Warsaw, Poland, at Lindleya 16, 02-013 Warsaw, NIP (tax identification number) VAT PL7011070120, VAT UK GB 422325925.
The Seller can be contacted at the e-mail address: [email protected] and/or phone number: +48 571 310 485 (a standard call toll – according to the price list of a relevant operator).



Seller – means Fenbro Sp. z o.o. company, Warsaw, Poland, at Lindleya 16, 02-013 Warsaw, NIP (tax identification number) VAT PL7011070120, VAT UK GB 422325925, which is the owner of at the same time.

Regulations – means these Regulations.

Goods – means the products presented by the Seller on the website

Services – means the services offered by the Seller on the website

Supplier – means an entity which the Seller cooperates with, in the delivery of Goods

Customer – means an entity for which services may be provided electronically or with which a Sales Contract can be concluded in accordance with the Regulations and legal provisions.

Order – refers to the Customer’s declaration of intent sent to the Seller, constituting an invitation to conclude a remote contract for the sale of goods, specifying, among others, Goods that the Customer intends to buy, their number and the Customer’s data necessary to conclude and perform the Sales Contract of Goods covered by the Order.

Delivery – means the actual act of delivering to the Customer by the Seller, via the Supplier, the Goods specified in the Order.

Sales contract – means a sales contract concluded electronically on the terms defined in the Regulations, between the Customer and the Seller.



  1. These Regulations lay down the terms and conditions under which the Seller sells and delivers goods and services ordered, and define the rights and obligations of the Seller and the Buyer. These Regulations apply to all transactions for the sale of goods presented on the website. Each Customer shall be obliged to read these Rules and Regulations before placing an order.
  2. The Regulations are part of the Sales contract for the sale of Goods available at
  3. The Seller reserves the right to amend these Regulations in whole or in part at any time. The amendment to these Regulations shall be effective from the moment of publishing the amended Regulations. The Customer shall not be bound by the provisions of Regulations that have changed after the Order has been placed.
  4. The Seller shall have the right to refuse to accept an Order, the content, or circumstances of which indicate that it was placed in breach of the provisions of these Regulations, or in breach of other provisions applicable to a given Order. The latter apply, in particular, to the rules of purchasing promotional goods, regulations related to periodic promotions, etc., as well as the provisions of generally applicable law.
  5. As a Seller, we are obliged to provide you with Goods free from defects. We are also responsible for the compliance of our services in accordance with the Sales contract you will conclude with us. All products we sell are brand new, free from physical and legal defects.
  6. All rights to the content of website, including proprietary copyrights, intellectual property rights to its name, its internet domain, as well as to patterns, forms, logos posted on the website and related (except for logos and photos for goods presentation to which copyrights belong to third parties) belong to the Seller.



  1. The offer contained on the website is an invitation for Customers to get in touch with the Seller to submit offers and conclude a contract for the sale of Goods.
  2. The Customer determines his preferences regarding the Goods pressing the ‘Get a quote’ button on the website, using contact form on the website or by contacting the Seller by e-mail or during a conversation with the Seller (via chat or by phone). Afterwards, the Seller provides the Customer with the quote, being the proposed total price of the selected Goods and/or Services and the proposed total cost of the selected method of Delivery.
  3. Placing an order is making an offer by the Seller’s Customer to conclude a sales contract of the Goods being the subject of the order.
  4. The offer is valid only for 7 days.
  5. The applied minimum order value of products is over 2000 EUR net (i.e. 5 windows). Smaller orders will not be not processed.
  6. It is a Customer’s responsibility to check and confirm, the number of items and their dimensions), colour, side, and opening scheme; side, direction of windows and doors.
  7. After placing the order, the Seller sends the confirmation of the placed order with the payment details to the e-mail address given by the Customer.
  8. The basis for the start of the production process is the order confirmed by the Customer.
  9. After confirming the order, the Customer’s data, delivery address and technological changes cannot be changed.
  10. The Seller is not responsible for customer-generated mistakes, errors or defects, including incorrect sizes, styles, or other ordering errors. To prevent these errors from happening, Customers are asked to review the order carefully before submitting it.
  11. Faulty Goods will be rectified free of charge. Any problems with any part of your received Goods must be reported to us within 48 hours of their receipt.
  12. In the case that after confirming the acceptance of the Customer’s order, its implementation turns out to be impossible for various reasons, including when the purchase of Goods from the Seller’s suppliers will not be possible within the time provided for the implementation of the order and for the price specified in the order, the Seller will inform the Customer by e-mail or by phone about the resulting circumstances.
  13. The exact date of completion of the Order is communicated by e-mail up to 5 days after the payment for the Order has been made (as a single payment or in instalments as agreed in the Sales contract).
  14. Prices presented in the Pricelist on the website:
    – are net prices and are defined in EUR, GBP, USD;
    – do not include changes in colours, accessories, dimensions, etc . – each change affects the final price of the product;
    – do not contain information about the costs of Delivery, about which the Customer will be informed when choosing the method of Delivery;
    – do not contain information on possible duties and taxes;
    – are not definitive and final;
    – are for information purposes only.
  15. The Seller reserves the right to change the prices of the Goods in the Seller’s offer, introduce new products to the offer, carry out and cancel promotional campaigns on the website and change them at any time. However, the final price binding the parties to the Sales Contract is the price of the Goods included in the confirmation of the order sent to the Customer together with the data for payment.
  16. All and any promotions, special offers, rebates, and discounts in Seller’s offer shall not be used in combination with each other, unless otherwise explicitly specified in the promotion, special offer, information about the rebate or discount.
  17. The number of Goods at promotional prices that can be purchased by one Customer may be limited.
  18. Promotions and stock clearance are limited in time and may be limited in terms of quantity or until stocks last.
  19. The Customer may not request a refund of the difference between the promotional price and the standard price if the Order has been placed before or after the period during which the promotion was valid.
  20. The Customer may choose the following forms of payment for the ordered Goods: -electronic payment via bank transfers
  21. The Customer has the following payment options: -single payment in advance (discount -2%);-payment in two instalments: 1st payment in advance (50%) and 2nd payment before dispatch (50%)
  22. All the Seller’s products are bespoke Goods made to order, and they are manufactured according to the Customer’s specifications. Changes to orders cannot be made once the Order has been confirmed and signed off or paid in whole or in part. Orders for bespoke goods cannot be cancelled or changed (once the work has started on them).
  23. When the payment for the Order is in two instalments, after producing the product, it is necessary for the Customer to transfer the second part of the payment. Then the Seller will issue the invoice for the full value of the Order. The Seller informs the Customer each time the status of the Order changes.



  1. The Seller sends the Goods to all European countries, as well as the USA or Africa. If the Customer prefers to organise the transport on their own, they have to let the Seller know and they will be able to pick up the goods directly from the windows-, doors- or garage gates-factory or the Seller warehouse or from the designated location
  2. Delivery does not include the service of carrying the windows and doors into the Customer’s premises. The joinery is carried by the fitters on the day of installation (only if installation is executed by the Seller).
  3. 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.
  4. If the transport is organised by the Seller, 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. For pallets not exceeding 2000 mm in length, it is possible to use a tail-lift car for the delivery (selected delivery countries only). The driver is able to unload the pallet from the car at the delivery location. The pallet will be placed on the ground but not unpacked, and the windows will not be brought into the Customer’s premises by the transport company.
  5. The Customer must ensure unloading (removal of pallets from the trailer of the truck/lorry), of all pallets (the whole order) using a forklift, manual or other method. Responsibility for unloading is on the Customer’s side. Even if one pallet exceeds 2000 mm in length, it is a Customer’s responsibility to unload all the pallets.
  6. 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 Seller up to 48 hours after receipt of the goods.
  7. 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.
  8. Within 48 hours of receiving the goods (not earlier), the CMR document needs to be signed electronically. CMR is a document confirming that the Customer has received the Goods and is related only to the delivery. It has to be signed by the transport Company, the Seller and the Customer.
  9. Refusal of delivery on the scheduled date (within the scheduled week according to the communicated time plan), or postponement of delivery to the following week (at the request of the Customer) will incur an additional charge for the Customer.



  1. The transport organised by the Seller is fully insured.
  2. The Customer is obliged to control the quality and quantity of the Goods upon delivery. The CMR document is a confirmation of delivery and proof that the Goods were received in good condition and that the transportation was concluded under the specified conditions.
  3. Visible defects, such as scratches on glass or frames, must be reported to the Seller within 48 hours of collecting the goods. After the indicated deadline, the complaint is considered as arising from the Customer’s fault.
  4. The Seller cannot be held responsible for normal wear and tear or damages resulting from abuse or misuse of the products.
  5. Goods sold by the Seller are covered by the following types of guarantees:
    -5 years for all uPVC, aluminium Windows, doors, sliding doors;
    -5 years for Wikęd doors
    -10 years for all VELUX products
    -2 years for the installation (with service provided by us)
  6. The Customer receives an invoice with every Sales contract. All the invoices are archived for 5 years as evidence of the purchase.
  7. In the case of Goods covered by the guarantee, the Customer may complain about a defective product using the rights resulting from the warranty. In such circumstances, the Customer is obliged to make a complaint directly to the Seller.
  8. All complaints are to be sent using electronic forms of communication (preferably by e-mail). In case of any complaint, the Customer will be asked to provide photos and a description of what happened.
  9. On the basis of the information provided to the Seller by the Customer, in particular information regarding the defect of the Goods, each time the Seller shall decide whether it is necessary to deliver the defective Goods to the Seller in order to resolve the complaint, and inform the Customer about it.
  10. If, in accordance with the Seller’s decision, the Customer should send the defective Goods back to the Seller for the complaint to be resolved, the shipment containing such Goods should be secured to prevent damage during transport.
  11. The Customer may demand replacement of the Goods with those free from any defects or removal of the defect. The Seller shall be obliged to replace defective Goods with Goods free from any defects or to remove the defect within a reasonable time without undue inconvenience to the Customer.
  12. The Seller is obliged to send new Goods as fast as possible and in the meantime, to take care of the complaint. The typical length of time for complaint resolution is from 3 up to 4 weeks. The Customer will get the spare parts within 7 -14 days.
  13. Depending on the type of complaint issue, the Seller is to decide whether to send new Goods, spare parts or refund the money.



  1. In the event of circumstances obliging the Seller to refund the money, paid by the Customer to the Seller’s account, the refund shall be made within a maximum of 14 days, using the same payment method that the Customer selected while placing the Order, unless the refund with the use of the same form of payment that the Customer chose when placing the Order is not possible.
  2. The Seller reserves the right to verify the Customer’s identity by submitting the return order. The Seller shall not be responsible for failure to refund or delay of the return date if the Customer, despite the request sent to the Customer’s e-mail address, fails to provide the bank account number to which payment is to be made, or if the Customer fails to provide the Seller with all the data necessary to make the payment (provided that such data has not been provided before).
  3. The Seller shall not be held liable for failure to refund or for delay of the return if it was due to the Customer providing incorrect personal data (name, surname, address) or an incorrect account number.
  4. All refunds shall only be cashless.



  1. All the Goods and their units are specially made to order, and consequently the contract is not subject to cancellation. If the Customer does cancel the contract, then the Company shall have the right to retain the deposit being 50% of the total price and in addition, to claim against the Customer for any costs incurred and for any loss of profit which accrues.
  2. The Goods shall remain in the ownership of the Seller until the Seller receives payment in full without any deductions.
  3. Should the Customer default on the agreed payment terms, then the Seller reserves the right to take possession of the Goods and to enter onto the Customer’s property to enable the recovery of the Goods.
  4. By signing the Sales contract, the Customer confers permission on the Seller to enter onto the Customer’s property to enable the removal and/or recovery of the Goods.
  5. The Seller will not be liable to the Customer for any works or remedial works that may be required once the Goods are removed.
  6. Should it become necessary for the Seller to take possession of the Goods, the Customer will be liable to pay all outstanding sums immediately.
  7. Should the Customer sell, transfer or assign the Goods prior to the Seller receiving payment in full for the Goods, then the Seller reserves the right to pursue the Customer for a sum equal to the outstanding sum due to the Seller, plus any costs incurred with recovering this sum.



  1. The Seller provides the Customers with installation services.
  2. If installation services are included in the offer presented by the Seller, then the Customer receives a full warranty for the installation as well as the after-installation and after-sales support.
  3. If the Customer chooses installation services offered by the Seller, they have a warranty that the dimensions of the received Goods will be correct. When the Seller’s fitter has measured the openings before the purchase, the Seller takes full responsibility for the correctness of the dimensions of the joinery ordered.
  4. The exact installation date is confirmed up to 5 days after the contract is signed and payment is done.
  5. The installation date may be changed if the parties (the Seller and the Customer) agree upon it. The date of the installation is scheduled between 3 up to 7 working days after the delivery.
  6. The fitters carry the Goods into the building on the day of installation.
  7. The scope of installation services include:
    -new building installation: openings in the raw state prepared for the installation of windows/doors (joinery);
    -renovation: the scope of work includes removal of old windows/doors, installation of new joinery, plastering around the joinery and disposal of old joinery
  8. The scope of the installation work does not include the renovation of floors, the preparation of drains on the outside of the building for the drainage of water during rainfall, construction such as the reconstruction of roofs, the construction, or improvement of roof structures, garage openings, or performing of additional work not previously agreed with the installation team or not included in the Sales contract.
  9. Any additional work which goes beyond the scope of the joinery installation must be agreed directly with the Seller or the installation team, as it may incur additional charges.



  1. The Seller processes the Customer’s personal data in accordance with applicable law and the Seller’s own privacy policy.
    The rules according to which the Seller processes the Customer’s personal data are described in the Privacy Policy to be found at the website: At this address, the Customer will find detailed information about the processing of their personal data, including information about their rights.
  2. The controller of the Customer’s personal data is Fenbro Sp. z o.o. with a registered office in Warsaw, Poland, at Lindleya 16, 02-013 Warsaw, NIP (tax identification number) VAT PL7011070120, VAT UK GB 422325925.
  3. The Seller uses the mechanism of “cookies”, which are saved by the Seller’s server on the hard drive of the Customer’s end device when using the website.
  4. The use of “cookies” is aimed at the correct operation of the website on customer end devices. This mechanism does not destroy the Customer’s end device and does not change the configuration of the Customer’s end devices or the software installed on these devices. Cookies are not intended to identify the Customer.
  5. The Seller uses the “cookies” mechanism in order to:
    -remember information about Customer’s end devices;
    -verify and develop the Seller’s offer;
    -for statistical reasons.
  6. Each Customer may close the “cookies” mechanism in the web browser of his end device.



  1. The Customer is obliged to inform the Seller about the change of the electronic address and the telephone number under which the contact between the Seller and the Customer is conducted, under the pain of recognising the information sent to the address indicated by the Customer as effectively delivered.
  2. The Seller and the Customer undertake to resolve disputes arising in connection with the submission and implementation of the order and the performance of obligations by each party through mediation. The sale and provision of services by the Seller are governed by the properties of Polish law.
  3. If it is not possible to resolve the dispute through mediation, the court competent for the case is the court competent for the seat of the Seller.
  4. The Regulations apply from the date of publication on the website and replace the previously applicable Regulations.
  5. Regulations may change. Each Customer will be informed about the content of the changes to the Regulations by placing a message by the Seller on the website, containing a list of changes to the Regulations and maintaining this information on the website for a period of at least 7 following days. The notification about the change of the Regulations in the manner specified above will take place no later than 7 days before the introduction of the changed Regulations.
  6. All orders accepted by the Seller for implementation before the date of the changes in the Regulations are implemented on the basis of the regulations that were in force on the date of placing the order by the Customer
  7. In the event of a dispute arising from the concluded Sales Contract, the parties will try to resolve the case amicably. The law applicable to the settlement of any disputes arising from these Regulations is Polish law.
  8. You are requested not to copy or distribute any information contained in the Regulations and the website
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