Warranty and complaints

When submitting a complaint, it must be accompanied by one or more photos, a description of the deficiency, the article number of the Product and the serial number given by the manufacturer (as marked on the page of the Inspection Certificate and on the label attached to the packing).

1.1. The scope of warranty liability is exclusively limited to the faulty element to be replaced under warranty. The Buyer and Seller shall agree on the quickest possible delivery date and location. The scope of warranty liability excludes transport, installation, time and communication costs related to the detection of the defect and installation. The Seller shall not be held liable before the Buyer or a third party for any incidental or consequential damage arising from the deficiency in the Product.

1.2. In case of doubt, the Seller reserves the right to process the incident for longer than 14 working days and to involve experts, of its own volition, to establish whether: the Product was installed according to the provided installation instructions; and circumstances exist which exclude the warranty liability described in Article 2.

1.3. The Seller has the right to claim compensation from the Buyer for the costs incurred in processing an unjustified complaint.

2. This warranty excludes the following:

2.1. Damage caused by the incorrect storage of the Product after the Product has been delivered to the Buyer (exposed to weather conditions, in contact with the ground or in heated rooms) or damage occurring during transport and installation. Damage occurring during transport (if the Product was delivered to the home address or another address of the Buyer) which can be determined before accepting the goods (i.e. before unloading from the vehicle) shall be recorded by taking one or more photos, which shall be forwarded to the Seller.

2.2. Minor transport damage to product elements that does not affect the static functionality of such elements. For example, a broken corner of hipped end in the transport package. This does not compromise static strength and can be easily repaired using screws or special timber glue to restore proper visual appearance.

2.3. Mistakes made during installation of the Product: the installation instructions were ignored during the installation process; weather conditions (strong wind, snow, ice or rain) which could harm the Product were not taken into consideration during installation; the distance between the upper edge of the foundation or the first wall element of the house is less than 45 mm; the outer edge of the bottom wall row is not installed 5 mm beyond the outer edge of the foundation; the subframe is not level and square; no damp-proof barrier has been installed between the foundation and structure; the entire Product has not been finished with wood preservative immediately after installation, including the doors and windows, which should be finished on both sides (to prevent discolouration, bending and expanding). When choosing wood preservatives, an expert/paint seller should be consulted; in terms of ensuring the durability of the Product, it has not been sufficiently protected against weather conditions, e.g. by means of roofing covering strips and fastening strips, anchors, storm strips or other means, even if the listed accessories are not included in the garden house set; objects have been rigidly fastened to a wall which prevent the normal drying, shrinking, settling or expanding of the Product (which must also be taken into consideration when fastening the nut of the storm strip); during installation of the roof boards 1-2 mm of expansion space has not been provided; and/or for roofing felt (if this is included in the garden house set) meant to be used as an underlayer with the roofing material.

2.4. Peculiarities of wood as a natural material: expanding, shrinking (below 3% in width and thickness), differences in colour and twisting and bending of elements, none of which hamper the installation of the garden house; intact/ingrown knots in elements of the Product which do not harm its stability; unplaned areas, dull areas or areas where knots extend beyond the edge of the roof or floor boards of the garden house, if the boards can be installed so that these defects remain hidden after final finishing (e.g. by rotating the boards); knots with a max. diameter of 20 mm extending beyond the elements of the Product, including if they appear on the edge of an element of the Product but remain hidden in the structure after final finishing; small fissures or cracks formed in the Product (as a result of drying) which have not penetrated through and do not hamper the stability of wax pockets in elements of the Product.

2.5. Finger-jointed wooden elements used in the Product.

2.6. Damage related to the normal wear and tear of the Product (e.g. signs of wear on floor boards or the doorsill).

2.7. Glazed units/glass panes mechanically damaged by the Buyer, broken or thermally broken (which may occur when the difference in temperature of the glass in the central area and in the hidden edge area of a pane or glazed unit exceeds the critical value).

2.8. Reasons related to normal physical phenomena. For example, condensation of moisture caused by greater differences between interior and exterior temperatures, and excessive humidity. This mostly affects windows or corners of the garden house (spots or mould may develop). This can be avoided only by using heating or ventilation systems.

2.9. Damage related to unforeseeable factors (e.g. vandalism, flooding, wind speed over 21 m/s).

2.10. Product elements installed in an environment that is unsuitable for the product (excessive humidity, temperature differences, etc.). For example, wooden doors (included in delivery) are not designed for wet rooms (like bathrooms or saunas). Using them in wet environments may cause excessive bending or expansion that compromises their functionality.

2.11. Damage resulting from negligence whilst using the product. For example, entrance doors that may be flipped open by wind or storm and slammed against the wall or beyond their opening range. This could break the hinges or cause cracks to develop in the wood. We recommend using latches or stoppers (not included in delivery) to avoid this. Excessive snow loads should be removed from the garden house roof during winter season, particularly if there is heavy snowfall or melting which poses a major risk for buildings with a flat or low-pitched roof. Be sure to follow safety precautions if you decide to remove the snow from the roof by yourself.