Conditions of Guarantee

Purpose

The purpose of this regulation is to harmonize complaint solutions between MP win-doors s.r.o. (“Company“) and “Customer”. By implementation and abiding this regulation the processing of complaints will be more effective and the time for unjustified complaints will be reduced.

General information

In order to admit the complaint it is important to confess the faults that were made while handling with products during transport, manipulation and final installation. This applies to Company as well as to Customer. Therefore, it is essential to take the products from Company carefully and to complain possible faults immediately.

Only complaints submitted in written form with all required data and within the set period will be accepted. Physical properties and functionality are understood to mean technical and safety requirements of windows, glass and profiles according to EN 14351-1 , EN12 608. Complaint’s technical expert will process the complaint at Customer’s only on the basis of written complaint approved by Company.

Glass

• • Insulating glass is under guarantee for 36 months. During this period Company guarantees the physical properties.

• • The accepted complaints are:
    • • Faults of glass according of Standard Specification for Insulating Glass Unit Performance and Evaluation ASTM E2190
    • • Running butyl in the space between glasses which is beyond the glazing bead more than 2 mm
    • • Foreign objects in the space between glasses
    • • Damaged metallized layer
    • • Burst glass – up to 1 day after receipt of the product
    • • Scratched glass from outside– up to 1 day after receipt of the product
    • • Steaming up in the space between glasses
    • • Decorative lattice – not corresponding with ordered thickness, color and structure
    • • The type of glass – not corresponding with the ordered type

Profiles

• • The doors and the windows are under guarantee for 36 months. During this period Company guarantees the physical properties of these products’ profiles.

• • The accepted complaints are:
    • • scratched profiles through plastic film – up to 1 day after receipt of the product
    • • scratched profiles under the plastic film which are seen from the distance of 1 meter or more – up to 1 day after installing the product (we recommend to pull off the protective tape from the profile and check possible faults after the installation of the product).
    • • faults on profile which are seen from the distance of 1 meter or more
    • • undelivered accessory profiles
    • • the size of sash and frame is beyond the tolerance +- 3mm
    • • corner gap between glazing beads is beyond 1 mm (AL door)
    • • crumpled seal under the glass and on glazing beads
    • • bending of the profile more than 3 mm for length of 1 000 mm

Accessories

• • Accessories are under guarantee for 24 months. During this period Company guarantees the functionality and physical properties of accessories

• • The accepted complaints are:
    • • Supply without all ordered accessories – up to 1 day after receipt of the order
    • • Supply with a missing part of ordered accessories – up to 3 days after receipt of the order
    • • Supply of accessories which does not correspond to the order – up to 1 week after installation
    • • Faults which are seen from the distance of 2 meters or more
    • • Scratches which are seen from the distance of 2 meters or more – up to 1 day after installation
    • • Undesirable change of functionality of accessories

Fittings

• • Fittings are under guarantee for 24 months, if the prescribed maintenance is abided (lubrication at least once a year) and if the products are treated properly. During this period Company guarantees the functionality and physical properties. The adjustment of fittings’ elements is not taken for complaint .

• • The accepted complaints are:
    • • Complete or partial loss of functionality
    • • Rusting
    • • The sashes ( casements) hanging loosely, if the adjustment elements are maximally set
    • • Non-functioning locks and inserts supplied by Company

Door’s infills

• • Door’s infills are under guarantee for 36 months. During this period Company guarantees the physical properties, if the door’s infills are not exposed to much sunshine.

• • The accepted complaints are:
    • • Supply of the infill which does not correspond to the order
    • • Deformation of the infill
    • • Scratched infill through plastic film – up to 1 day after receipt of the product
    • • Faults and scratches under the plastic film which are seen from the distance of 2 meters or more – up to 1 day after installing the product