Warranty, returns & claims

A clear route when a project needs attention.

Warranty terms, remedies and durations follow the relevant sales contract, quotation and model documentation.

01Contract controls

The sales contract, accepted quotation and model documents define the applicable terms.

0230 days

Suggested initial reporting window—not a return period or additional warranty promise.

03Written authorisation

Do not return a product until the next step has been confirmed in writing.

What is being assessed

Different issues follow different routes.

Provide the order reference, model, installation details and clear evidence. We review the information before proposing the appropriate next step.

Assessed against the contracted specification, model documentation and supplied evidence.

Requires prompt carrier evidence, package images, labels and photographs of visible damage.

Custom sizes, finishes, branding and made-to-order configurations are assessed separately.

Claim process

01
Record
Keep the order, serial or model information and document the condition.
02
Contact
Send a description, installation context, photographs or video.
03
Review
Technical and commercial teams assess the contracted scope and evidence.
04
Resolve
Follow the written repair, parts, replacement or authorised return instruction.

Evidence matters

01
Order reference
Quotation, invoice or other identifying order information.
02
Product identity
Model, serial information and the supplied configuration.
03
Installation context
Clear views of the installation and surrounding conditions.
04
Images or video
Evidence that clearly shows the reported condition.
05
Transport evidence
Packaging, labels and carrier documents when damage is involved.

Do not return a product without written authorisation.

Unauthorised returns may be refused. Preserve the product, packaging and carrier documents until the next step is confirmed in writing.

Claims contact

Include the order reference, product identity, installation context and supporting evidence in the first message wherever possible.