VinduesIndustrien’s Technical Regulations form the basis for our complaints processing

We have a policy of providing good service. This also includes service in connection with complaints. To provide you with quick and optimal case handling, please consult this guide before filling out a complaint form.

Click here to fill out the service request form

 

Before filling it out, you should also check the order confirmation, along with the delivered components.

Only in the event of any discrepancies between these can there be a faulty delivery. Preferably attach/send photos as documentation cf.

Vinduesindustrien’s Technical Regulations. Surfaces shall be assessed at a distance of at least 3 metres in diffuse light. 

 

Deadline for submitting complaints

  • Transport damage and scratches on the glass should be reported immediately after delivery and no later than 3 days after receipt.
    Visible transport damage that is immediately apparent shall be recorded on the packing slip.

  • Dirt, etc. between the glass shall be reported within 1 year after delivery.

  • Other defects are reported within 5 years after delivery.

 

What the warranty covers
The warranty covers production defects in components, including glass and surface treatment, within the warranty period. Also covers transport damage reported to STM VINDUER A/S no later than 3 days after receipt.

 

The warranty does not cover

  • Faulty installation, including:

    • a) components that are not installed and secured in accordance with our user instructions.
    • b) components that are not packed in accordance with our user instructions.
    • c) components that are only installed with foam.
    • d) components that are not installed plumb and level and with the same diagonal measurements.

  • Condensation on the inside of the windows that may be attributed to a lack of ventilation. (Condensation on the outside of the windows may occur with energy-saving windows)

  • Split/cracked windows are typically an insurance issue

  • Windows that crack after insertion and with exterior scratches are defect types that are not eligible for complaint to the double glazing manufacturer.

  • Parts that need to be replaced as a result of wear, such as loose hinges, fasteners, seals etc.

 

Maintenance/return delivery

  • Moving parts must be lubricated with a suitable acid-free lubricant, except friction parts.

  • Installation damage to the surface treatment must be repaired

  • Frames must be adjusted for the correct clearance

  • Locking fixtures and hinges must be adjusted for easy movement and correct friction.

  • Components, seals and fittings must be cleaned of construction dirt, etc.

  • The surface treatment must be kept maintained. Small chips and cracks must immediately be repaired. In general, the surface treatment must be maintained as needed and always before weathering has begun.

 

Complaint form
The form must be filled out with the order number stated on the packing slip, order confirmation and elevation plans. If none of these is available, the order number appears on the label attached to the component.

(order number = manufacturer’s code).

STM Vinduer A/S reserves the right to send an invoice of DKK 1500.00 if a technician visits and the complaint is unjustified.