When a part fails, the claim is handled by us and the first reply comes within 48 hours. The default remedy is replacement, shipped with your next order or in another container of yours.
What to send with a claim
A claim moves fastest when the first message already carries the evidence. Send:
- photographs or a short video of the part and of the fault itself;
- the model or item code;
- the order number or invoice reference;
- the quantity affected.
Our first reply to an after-sales message is within 48 hours. Where the fault shows in the material or the finish, a clear photograph usually settles the question; where it is mechanical, a short video of the part in use saves a round of messages.
How a claim is judged
Before a cause is assigned, we check the conditions the part has been working in and the way it was fitted:
- the climate at the site, and how close to the coast it is;
- the cleaning agents the part has been in contact with;
- how it was installed — the glass thickness the fitting is made for, the hole spacing against the drawing, and whether the wall fixings sit in a reinforced substrate.
These checks come first because coastal air, aggressive cleaners and an over-tightened clamp screw each produce a fault pattern that looks like a manufacturing defect and is not one. Where photographs and video are not conclusive, we may ask for a sample back for examination. If a fitting has been used above the door weight its model is rated for, ask us for the rated figure for that model.
The batch record behind your order
Every bulk batch is sampled for spectrometer analysis at an independent laboratory, and the retained sample is kept. Nothing is released without passing inspection, and a batch that does not match the material we quoted does not ship. A claim can therefore be checked against the material actually sent, not only against the material ordered.
The remedy
The default remedy is replacement. Replacements travel with your next order, or in another container of yours if you have one moving sooner, so a single part does not need a shipment of its own.
Warranty terms
| Material | Warranty period |
|---|---|
| Zinc alloy | 6 months |
| Stainless steel | 2 years |
| Brass | 2 years |
The exact scope is per the formal terms on the quotation and the order confirmation.
If a delivery date slips
When production runs late, we come back to you with three choices:
- accept the new date;
- ship the part of the order that is ready;
- cancel the part that is not yet in production.
We confirm the position with the workshop 7 days before the due date, so the decision is taken before the loading date rather than after it. Compensation is limited to our own scope — expediting cost, a price concession or a remake — and does not extend to your downstream losses.
Accessories bought alongside an order follow the same warranty as the order they were sold with. To see how material and finish are checked before a batch leaves, read quality control; to raise a claim, contact us with the details listed above.