1. General provisions

These complaints and returns conditions govern the rights and obligations between the seller and the buyer on the purchase of security doors made to measure according to the customer’s requirements (hereinafter the “goods”), in accordance with Act No. 40/1964 Coll., the Civil Code, and Act No. 102/2014 Coll.

2. Nature of the goods – made to measure

Security doors are made to measure according to the customer’s individual dimensions and technical and design requirements (dimensions, opening direction, surface finish, hardware, locks, etc.).
For this reason, the right to withdraw from the contract within 14 days without giving a reason does not apply to the goods, in accordance with Section 7(6)(c) of Act No. 102/2014 Coll.

3. Right to make a complaint

The buyer has the right to make a complaint about the goods if they have manufacturing defects that were not caused by:
– incorrect installation (if not carried out by the seller),
– unprofessional intervention,
– mechanical damage,
– incorrect use or maintenance,
– building work carried out after installation,
– natural wear and tear.

4. Warranty

– Security doors come with a 60-month warranty (5 YEARS)
– The warranty covers manufacturing defects in materials and workmanship.
– The warranty does not cover normal wear and tear, surface damage occurring after installation, or defects caused by unsuitable building conditions (crooked walls, settling of the building, etc.).

5. Complaints procedure

The buyer must make a complaint without undue delay after discovering the defect.
The complaint must be made:
– in writing (by e-mail or post),
– with a description of the defect,
– with photographic documentation,
– with proof of purchase.
The seller will decide on the complaint within 30 days of receiving it.

6. How complaints are resolved

In the case of a justified complaint, the seller has the right to:
– remedy the defect by repair,
– replace the defective part,
– in the case of an irreparable defect, make new doors,
– provide an appropriate discount on the price.

A refund is possible only in the case of an irreparable defect, unless the seller and the buyer agree otherwise.

7. Returns

Because these are goods made to measure, they cannot be returned without a reason.
Goods can be returned only if a complaint is upheld and:
– the defect cannot be remedied,
– a replacement solution cannot be provided within a reasonable time.

8. Responsibility for measurement

If the customer arranges the measurement of the dimensions themselves or through a third party, they bear full responsibility for the accuracy of the dimensions. In such a case, no complaint can be made on the grounds of incorrect dimensions.

9. Final provisions

These complaints and returns conditions are valid from the date of publication and form an integral part of the purchase contract.

Published on 27 December 2025