Service Request Details
Please complete form below
Missing / Broken Parts - Important Information!
All moving parts including locks, handles, rollers, screen clips etc. are covered under warranty for 1 year from date of purchase. Please ensure your parts are within the warranty period. If the warranty period ended, please contact our sales staff to purchase.
Missing parts must be reported within 24 hours of delivery date as per the Delivery Agreement Conditions.
Missing Keys - Important Information!
Missing keys must be reported within 24 hours of delivery or product pick up. You may still submit the form and we will check our records on the key register. You must be the invoice holder to report the missing key.
If you lost or damaged the key, you will need to contact your locksmith.
Damaged Product - Important Information!
Any visible damage including scratches to uPVC or glass or dents must be reported within 24 hours of delivery as per Delivery Agreement Conditions - prior to product being moved or installed.
Note: Damage on product picked up by the customer from the warehouse is not covered by warranty once it leaves the premises.
If you are having issues with product operation (issues opening/ closing) please select an appropriate category above.
Problem Operating Product - Important Information!
If you are having problems opening or closing your window/ door please check the following prior to lodging a service request to ensure it is not an installation issue as this site visit would be a chargeable service.
- Check that the item is installed level, square and plumb.
- Check that tracks are clear from dirt and debris.
- Check that the rollers have been adjusted (up or down) depending on the level of your floor.
- For bifold doors check that the head of the door has been secured by brackets and fixed directly into the beam above.
Missing product - Important Information!
Any missing item must be reported within 24 hours as it is harder to track any goods after an extended period.
You should still report an item that has been left behind on pick up or during delivery as we will investigate and do our best to locate it.
Most back orders or short deliveries are communicated to customers prior.
Missing, damaged or incorrect screens - Important Information!
Report any incorrectly made size of screens by filling out details below and provide the following:
- Which item the screen is for? Height and Width
- What is the size of the screen received? Height and Width
Any missing or damaged screens must be reported within 24 hours as per Delivery Agreement Conditions.
Damage on screens picked up from the warehouse is not covered under the warranty once the product leaves the premises.
Please note we may require additional information such as photos or more detailed description of the issue. We will let you know if any further information is required to proceed with the service request.
By submitting this form you agree that you have read and understood the Important Information guidelines and are aware that should you proceed with the service booking in the event of the service call out being due to installation or mishandling issues on customer's behalf, there will be a chargeable service fee of a minimum of $165+GST depending on the area of service and rectification work performed on site.