Damaged Window Claim Process for Steel-Look Orders

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If your Belgian steel-look profile window or door arrives with visible defects, document everything before installation and notify us in writing as soon as possible. We review the photos, compare them with the approved drawing and specification, and agree on repair, replacement, or adjustment.

Why Prompt Documentation Matters

Damage claims are handled most smoothly when the evidence is clear and recent. Before you unpack the unit fully or start installation, take photos from several angles in daylight. Include the frame, the glazing, the hardware, and the packaging. Note the date and time of delivery.

Keep the original packaging and any delivery note that was signed on arrival. These papers show the condition of the goods when they reached you and help us trace where a problem started.

What Counts as a Visible Defect

Not every mark is a manufacturing fault. Visible defects usually include dents or bends in the profile, scratches through the powder coating, misaligned corners, cracked or chipped glass, and handles or locks that do not operate. Small surface marks that can be removed during finishing are treated differently from structural damage.

Dents, bends or twisted frames
Coating damage exposing bare metal
Glass cracks, chips or scratches
Missing or broken hardware

How to File a Claim With Us

Send your claim in writing, preferably by email or WhatsApp, with your order reference, the delivery date, and clear photos. Describe each defect in one or two sentences and point out where it appears on the unit. If you have the drawing or specification you approved, attach it so we can compare dimensions and finish.

Please avoid attempting your own repairs or cutting into the frame, as this can make the issue harder to assess and may affect what can be corrected in the factory.

How the Review Is Carried Out

Our team reviews your photos against the production record and the approved specification. In some cases we will ask for a short video or a visit to the site to measure and inspect the unit in place. This step confirms whether the issue came from production, transport, or handling on site.

Once the cause is identified, we explain the options in plain terms. Some defects can be repaired in our workshop, such as re-coating a scratched section, while others may require replacing a component or the whole unit.

Repair, Replacement or Adjustment

The right outcome depends on the defect. Surface finishing issues are often corrected in the factory, where the piece can be stripped, treated, and powder coated again. Glass damage usually means replacing the pane. Structural bends may require remaking the affected profile.

Where replacement is needed, we agree on the schedule with you so installation can be planned around it. We will confirm the agreed solution in writing before work begins.

Preventing Damage on Future Orders

Good handling reduces claims. Ask the installer to inspect the unit before accepting delivery, store frames upright on padded supports, and keep them away from wet ground. Protect the finish with the original film until the final stage of installation, and remove it carefully to avoid tearing the coating.

Clear communication at the start also helps. Confirm the measurements, colour, and glazing type in writing so that what is manufactured matches what you expected.

Frequently asked questions

How soon should I report a damaged window?

Report it as soon as you notice the defect, ideally on the day of delivery. Early notice makes it easier to confirm whether the damage happened in transport or production.

Do I need to keep the packaging?

Yes, please keep the packaging and delivery note until the claim is resolved. They help show the condition of the unit when it arrived.

Can I install the unit if it has a small defect?

Please check with us first. Installing a damaged unit can sometimes make the defect harder to correct and may complicate the review.

What information should my claim include?

Include your order reference, delivery date, clear photos of each defect, and the approved drawing or specification if you have it. A short description of each problem also helps us respond quickly.

Common mistakes to avoid

Many claims are delayed because buyers install the unit before reporting damage or try to repair it themselves. Both steps can make it harder to prove the cause and agree on the right fix.

Our recommendation

Photograph everything from several angles on the day of delivery, send the photos with your order reference in writing, and wait for our confirmation before installing or altering the unit.

Summary

Document visible defects immediately, report them in writing with clear photos, and let our team review the unit before any installation or repair.

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