Complaints & service

It may happen that something is not quite to your satisfaction. Fenceonline advises you to make your complaint as soon as possible to Fenceonline via our complaint form. We will strive to resolve your complaint as soon as possible.

Warranty

Fenceonline products are covered by the legal guarantee. This means that you are always entitled to a good product. If the product is not to your satisfaction, you are entitled to a free repair, a new product or a refund.

We treat our products very carefully and therefore always try to deliver our products in top condition. Something can always happen/occur that requires you to make a warranty claim. You are obliged to report the defect to us within two weeks of discovering it. We advise you to claim your warranty via customerservice@fenceonline.co.uk If it concerns transport damage, this must be stated on the packing slip with the carrier.

Fenceonline maintains the usual tolerances with regard to dimensions, weights, material specifications and other decisive data on images and drawings provided by Fenceonline, without the customer being able to derive any rights from these.

The customer may claim under the guarantee in case of defective quality of delivered products, unsuitability of the materials used and incompleteness of the delivered product.

The goods delivered by Fenceonline are guaranteed for material and manufacturing defects. This guarantee means that Fenceonline reserves the choice of either redelivering the faulty parts free of charge, or refunding the price paid by the Customer by taking back the goods.

With regard to materials and/or products procured by Fenceonline from third parties and used to manufacture goods, the guarantee provisions of Hekwerkonline's suppliers apply to the Customer.

Excluded from the guarantee are in any case, but not exclusively: measurement errors, normal (material-dependent) wear and tear, shrinkage, discolouration, damage as a result of improper use, own adjustments, use in unsuitable spaces, damage as a result of cleaning agents or improper cleaning and consequential damage.

Our fencing is finished with powder coating. Unfortunately, we cannot guarantee corrosion. If the fencing is mounted within a radius of ~25 kilometres from the coastline, we reserve the right of warranty due to salt deposits.

In the event of a timely complaint, the Customer must give Fenceonline the opportunity to investigate the merits of the complaint. If the complaint is justified, the Customer shall grant Fenceonline a reasonable period of time for repair or replacement of the product/service.

Frequently Asked Questions

What is Fenceonline complaint procedure?

We strive to deliver all our products in top condition by handling them very carefully. However, do you have a defective product from Fenceonline or are you not satisfied with our products? Please let us know as soon as possible. If you have a complaint, please send us an e-mail with a picture of the complaint. We will deal with the complaint as soon as possible. We will then come up with an appropriate solution as soon as possible.

What should I do in the event of a complaint?

We will make every effort to deliver all our products in top condition by treating them very carefully.

Wood

Wood is a natural product with specific properties. Certain types of wood, such as Douglas fir and pine, are prone to cracking in dry and warm weather.

In addition to the cracks, impregnated pine may contain green or white traces, as the resin impregnating agent reacts with the resin (salt formation). These stains can be wiped off slightly with a hard broom. These stains will disappear naturally through weathering and UV radiation.

Knots and knots are inherent to wood (it is and remains a natural product). Generally speaking, the more expensive the wood species, the fewer knots and knots it has. Pine and Douglas generally contain more knots and knotty knots than, for instance, hardwood. Hardwood contains little to no knots and knotting.

Steel

Sometimes there is a slight colour difference in different types of products, because the products were sometimes produced at different times. As a result, it is possible that the coating has a slightly different ratio, resulting in minimal colour differences.

Order not complete

Is your order not complete? Hekwerkonline takes photos of every order to check what you have received. It may happen that small materials are included in the delivery, usually these are placed at the bottom of the pallet or in the plastic between the other large products. It is important to check the whole package first. Should the order still not be complete, we will work with you to find a suitable solution.

Damage

Has your order been delivered damaged? Please take pictures as soon as possible and send them to customerservice@fenceonline.co.uk Please add your order number to this e-mail. We will then deal with the complaint as quickly as possible. As soon as we have dealt with the complaint, we will contact you to come to a solution together. Do you want to start installing your fencing or hoarding? Then start with the materials that are not damaged, save the parts that are damaged, you may be able to use them at the end because you may need to cut a piece to size.

We usually respond substantively to your complaint within 2 working days at the latest.

Complaint form