Claim process (SOP)

1. CLAIM process

Claim error code:

Damaged detail (broken, bent etc. if there package not damaged)
Window and door (broken, bent)
Defect of windows and doors fittings (broken, missing, poor quality etc.)
Transport damage (visible package defects)
Broken glass (glass damage, wrong size etc.)
Production error (quality, missing cuts, incorrect measurements etc.)
Missing detail
Other

2. Responsibilities

Customer / Dealer: reports claim with required documentation (photos, claim form, delivery note).

Sales Manager: first contact for urgent cases, ensures response times are met.

Claims Department / After-Sales: reviews claim, documents in system, analysis and future quality control.

Logistics / Production: provides replacements, corrections, or repairs.

3. Responsiveness levels and timeframes

Error Claim	Severity	Responsiveness level	Target response time	Typical action
1. Damaged detail (broken, bent etc. if package not damaged) – assembly can be done	Medium–High	Level 2 – Standard or Level 1 – Urgent	3–5 working days or within 4 hours	If assembly can be proceeded, fill claim form. If assembly can’t be proceeded, contact responsible sales manager.
2. Window and door (broken, bent)	Medium	Level 2 – Standard	Within 48 hours	Fill claim form. See → Claim form
3. Defect of windows and doors fittings (broken, missing, poor quality etc.)	Medium	Level 2 – Standard	2–5 working days	Fill claim form. See → Claim form
4. Transport damage (visible package defects)	High	Level 1 – Urgent	Within 48 hours	Document with carrier and fill claim form.
5. Broken glass (glass damage, wrong size etc.)	Medium	Level 2 – Standard	Within 24–48 hours	Fill claim form. See → Claim form
6. Production error (quality, missing cuts, incorrect measurements etc.)	Medium–High	Level 2 – Standard or Level 1 – Urgent	Within 4 hours or 2–5 working days	If assembly can be proceeded, fill claim form. If assembly can’t be proceeded, contact responsible sales manager.
7. Missing detail	Medium–High	Level 2 – Standard or Level 1 – Urgent	Within 4 hours or 2–5 working days	If spare parts can be used or solved during assembly – fill claim form. If assembly can’t be proceeded, contact responsible sales manager.
8. Other	Variable	Level 3 – To Be Assessed	Case-by-case	Response time depends on severity (assign Level 1 if safety/structural, otherwise Level 2).

4. Claim filing timeframes

Transport damage (visible on package, broken glass, bent parts on delivery)

Must be reported immediately at delivery.
Reason: insurers and carriers often reject later claims.

Missing details / wrong parts

Within 7–14 days after delivery or before assembly (but no later than 30 days after delivery date).
Gives enough time for the builder to inventory the kit before starting assembly.

Production errors (incorrect cuts, wrong measurements, quality issues, twisted or deformated wood)

Quality issues must be reported 7–14 days after delivery or before assembly (but no later than 30 days after delivery date).
Within 12 months after delivery if it is wrong measurements, incorrect cuts.
Customers usually discover these once construction begins.

Window and door defects, fittings issues, broken glass

Broken glass or bent doors 7–14 days after delivery or before assembly (but no later than 30 days after delivery date).
Within 12 months after delivery if it‘s quality of fittings.

Other issues/hidden defects (e.g. warping, stability, long term wood quality issues)

Covered under warranty period (e.g. 12–24 months).

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