Ordering a made-to-measure balustrade online should be a worry-free experience. Here you'll find information about the warranty, returns, shipping, and support, as well as what you should check before placing your order.
For the complete legal terms and conditions, please refer to our Terms and Conditions of Purchase and Delivery.
Warranty on products with manufacturing defects
Balustradedesign We offer a 1-year warranty on products with manufacturing defects. If a defect is covered by the warranty, the product will be repaired or replaced. Your invoice serves as your warranty certificate, so please keep it after your purchase.
The warranty does not cover damage caused by improper handling, incorrect installation, or other factors unrelated to manufacturing. If a warranty claim is filed and no defect is found, any costs incurred in connection with the claim may be charged to the customer.
Scratches, marks, and minor defects are assessed in accordance with the applicable terms and conditions, and specific assessment criteria may apply to glass and other materials.
Complaint
Please contact us as soon as possible if there is a problem with your delivery, and provide your order number and a clear description. If your claim is approved, Balustradedesign will repair or replace the item. The defective item may need to be returned, and if your claim is approved, Balustradedesign will reimburse any costs associated with the return.
Claims cannot be made for errors in the order documentation, such as incorrectly specified dimensions, nor do they apply to damage that occurs during installation.
| Situation | What you should do |
|---|---|
| Visible shipping damage | Please note any damage upon delivery and contact us using the claim form. |
| Concealed damage | Please contact us as soon as you notice the damage. |
| Wrong quantity or item | Check against the packing slip and contact us before installing. |
| Incorrect measurements in the order | Contact customer service to see if there is a possible solution. Incorrectly specified measurements are not covered by the return policy. |
| Problems During Installation | Please stop and contact us before continuing. |
Peace of Mind Upon Delivery
Check the packaging, the number of packages, and the contents against the packing slip before you begin assembly. If you notice any damage upon delivery, it must be noted immediately upon receipt. Then contact us using the complaint form.
If you discover hidden damage after receiving the product, you must report it as soon as possible. Save the packaging, document the damage with photos, and do not assemble or use the product until the matter has been resolved.
Check before you order
Review your order carefully before submitting it:
Before Placing Your Order
Review these points
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Dimensions and placement
Height, length, angles, and openings.
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Product and Design
Materials, color, glass, and optional features.
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Substrate and fixings
That fixing (e.g., wood screws or concrete anchors) is suitable for the location.
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Use class
The usage class is displayed in the ordering tool based on your selections.
Not sure before you order?
Contact our customer service. We'll help you with dimensions, materials, fixing , installation, and usage class.
