# 2-Year Warranty, 15-Year Spare Parts Supply Source: https://www.fenetresystems.com/en/warranty/ # Warranty and Spare Parts Supply Not a promise — a written undertaking: 2-year product warranty, 15-year spare parts supply, written response within 24 hours. ## This Page Is a Letter of Undertaking Not marketing copy — a written pledge. The five clauses below apply to every product leaving the Gebze plant. Warranty and Spare Parts Undertaking FENETRE Systems San. ve Tic. Ltd. Şti. — Gebze/Kocaeli 1. **Product warranty.** — Every product we manufacture is covered by a 2-year warranty from the delivery date. Coverage includes manufacturing defects in the mechanism and hardware, the profile and accessories, and the fabric and mesh. 2. **Spare parts supply.** — Spare parts for every product we manufacture are supplied for 15 years. When a part is not in stock it is re-produced from the measurements and material recipe in the production file. 3. **Written response.** — Warranty and parts requests are answered in writing within 24 hours. The assessment is made together with the product’s production file; the outcome is reported with its justification. 4. **Free-of-charge resolution.** — For faults within coverage, the part and the labour required are free of charge. For out-of-scope requests the price is submitted for written approval before any work is done. 5. **Permanent record.** — Every request and resolution is entered into the product’s production file. The record lives with the file even if the product changes hands. The undertaking covers all FENETRE Systems products regardless of sales channel or product group. The application conditions are detailed in the [Order and Custom Production Terms](https://www.fenetresystems.com/en/order-and-custom-production-terms/) and [Installation and Application Terms](https://www.fenetresystems.com/en/installation-and-application-terms/) documents. 2 years ### Product Warranty Full coverage against manufacturing defects in the mechanism, profile and fabric. 15 years ### Spare Parts Supply A spare for every component; re-produced to the same recipe if not in stock. 24 hours ### Written Response Every request is assessed in writing, together with its justification. ## What It Covers, What It Does Not The warranty boundary is written upfront. Both the covered components and the excluded damage are stated below. Warranty coverage by component and period Component — Covered Condition — Period Mechanism and hardware — Functional defect in the cord, pulley, tension and locking assembly — 2 years Profile and accessories — Manufacturing defect in coating, form and connections — 2 years Fabric and mesh — Weave, colour and size errors — manufacturing defects only — 2 years Spare parts — One-to-one supply of all components — 15 years ### Covered Conditions - Faults arising from materials or workmanship - Loss of function of the hardware under normal use - Peeling, blistering and colour fading in the profile coating - Weave, colour or size defects in fabric and mesh ### Excluded Conditions - Usage damage such as claw marks, cuts, impacts and tearing - Incorrect cleaning, chemical and abrasive contact - Unauthorised disassembly, modification and repair attempts - Approved measurements submitted incorrectly - Installation-related issues - Natural disasters, fire and flood damage Even in excluded cases the 15-year spare parts supply still applies; the fee is submitted for written approval before any work. ## The Code on the Label Is the Key to the File Every product label carries a [catalogue code](https://www.fenetresystems.com/en/products/) holding the product family, variant and production year. The code is also the key that opens the product’s production file. The file stores the order’s net measurement, colour, fabric and hardware recipe. That is why the 15-year parts promise rests on the record, not the stock: the part may run out, the recipe does not. If the code is not at hand, the file is still located with the invoice or order details. A [request](https://www.fenetresystems.com/en/warranty-claim/) does not require the code; it speeds up the process. - **The Code on the Label** — Every product label carries a catalogue code holding the product family, variant and production year: such as FS-PLP-03. - **Production File** — The code links to the file where the order’s measurement, colour, fabric and hardware recipe is stored. The file lives on after shipment. - **The Same Recipe** — A part requested 15 years later is re-produced with the same measurements and materials in the file. It is the recipe that is kept, not the part. ## How a Request Is Processed Two pieces of information on the form are enough: the product code and a description of the problem. The rest comes from the production file. 01. **Request Opened** — The request form is completed with the product code and a short description of the problem. Without the code, the invoice or order details are sufficient. 02. **File Located** — The production file is opened via the code; the product’s measurement, colour and hardware are seen. 03. **Written Response** — The request is assessed within 24 hours; the coverage decision is reported in writing with its justification. 04. **Resolution Shipped** — In-scope parts are dispatched free of charge. For out-of-scope work the price is first submitted for approval. [Open the Request Form](https://www.fenetresystems.com/en/warranty-claim/) ## Questions About Warranty and Spare Parts How long is the warranty period? All products are covered by a 2-year warranty from the delivery date. Coverage includes manufacturing defects in the mechanism, profile and accessories, and the fabric and mesh. How is a spare part found after 15 years? The production file of every order is kept. If a part is not in stock it is re-produced from the measurements and material recipe in the file. The promise rests on the file, not the stock. Does installation fall under the warranty? No. The warranty covers the product; installation runs as a separate procedure. In installations carried out by FENETRE, faults are corrected free of charge; the conditions are set out in the [Installation and Application Terms](https://www.fenetresystems.com/en/installation-and-application-terms/). Is a torn fabric covered by the warranty? Fabric is warranted only against manufacturing defects. Claw marks, cuts and abrasion count as usage damage; in that case the part is supplied for a fee within the 15-year period. Is the product code required for a request? Not required, but it speeds up the process. The code is on the product label and the invoice; without it the production file is located with the order details. I am abroad — how does the part reach me? Approved parts are shipped disassembled and ready to fit. The shipping method and conditions are stated in the request response. Can a dealer open a request for a past order? Yes. The code of every product is stored in the order archive in the dealer panel. The service request is opened linked to the relevant order record; the process is explained on the [Warranty and Service Management](https://www.fenetresystems.com/en/warranty-and-service-management/) page. Is a separate warranty document provided? No separate document is needed. The product code on the label and the invoice are the keys to the product’s production file. ## Your Request Is Answered Within 24 Hours Complete the form with the product code and a short description of the problem; the assessment is made together with your production file. [Request a Quote](https://www.fenetresystems.com/en/contact/) [WhatsApp](https://www.fenetresystems.com/en/whatsapp/)