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We are sorry that you are not completely satisfied with our goods. So that we can find a quick solution together, please provide a few details about the defects below.

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1st product

Which products would you like to complain about?

Please enter the article number and quantity of the products you wish to complain about below and upload photos of the complaint.

1st product

Item number

- Where can I find the article number?

Piece

Length element

Number of planks per element

Length of wooden panel

Wide wooden panel

Have you already processed or used the product?

What is the problem with the product?

Select up to three reasons for your complaint for this product here.

Missing on delivery

We take great care to ensure that all deliveries are complete. To this end, we check every delivery several times and count everything again before dispatch. It can still happen that items are forgotten by us or are lost during delivery.

Too much was delivered

Our employees check every delivery several times to ensure that it is correct. Should we make a mistake and send you more than you ordered, we appreciate your honesty!

Transport damage

Transport damage is when the goods have been damaged by the supplier during transportation to you. Damage can occur if the delivery is not handled properly. For example, cracks or scratches may appear on the wood.

Spin-off

A splinter is a wedge-shaped splinter that can form on the long edge of a plank. Planks with a split on the A-side are sorted out by us. These may occur on the B-side, as they do not impair the structural stability of the plank.

Knothole

Knotholes on the A-side are sorted out. On the B-side they are tolerated if they are not continuous. Firmly intergrown branches without a hole are not sorted out.

Damage to the end of the floorboard

The planks may show minor damage at the end due to transportation or cutting. For this reason, the planks are usually supplied slightly oversized. If the damage is so severe that an error-free catalog size can no longer be achieved after cutting, the plank will be rejected.

Damage to longitudinal edge

Planks may show minor damage on the long edge due to transportation or cutting. These are usually small dents, splits or cracks in the wood.

Deviating width

The widths of the decking boards change slightly depending on the humidity. Such natural changes in width are not sorted out. However, if the width is too narrow or too wide due to an error in the planing, the plank is rejected.

Deviating length

Decking boards are usually supplied with a slight oversize in length. This makes it possible to eliminate transport damage at the end of the plank and still install the plank in the specified catalog dimensions. Planks that do not reach the length of the catalog dimensions are sorted out.

Breakage

A break is when the plank or board is broken in two during transportation. We always sort out any breakages and use the most protective packaging material possible when shipping. However, breakages can still occur in rare cases, especially with larger boards.

Deviating thickness

The plank thickness can vary by a tenth of a millimeter due to moisture and temperature changes. If the plank thickness is different due to a planing error (as shown), the plank will be sorted out by us.

Final tear

End cracks can occur at the cut edge of the decking boards. Good drying and front edge wax reduce the risk, but cannot completely eliminate it. If the end crack is so deep that the plank can no longer be installed in your catalog size despite the excess length after cutting, it will be sorted out.

Stains

During transportation and storage, water stains can form on the floorboards due to condensation, for example. As water stains can be easily removed - by sanding, for example - dirty floorboards are not discarded.

Color

No two decking boards are the same. Planks of the same wood species also differ in color. The decking boards are therefore not sorted according to their color.

Odor

Some types of wood can develop an odor - especially when freshly laid and when it is warm and damp. This is one of the typical properties of wood. Planks are not rejected because of their odor. The odor usually disappears after a few days or weeks.

Larger hole

A hole with a diameter of more than 3 mm may have been caused by a moisture meter, a drill hole or an insect. Such holes are sorted out on the A-side and tolerated on the B-side. The holes can be closed with a round bar. Acute insect infestation can be ruled out due to the natural properties of tropical woods.

Planing error

Planing defects are indentations or burn marks caused by the planer. Planing defects on the A-side of a plank are sorted out. They are tolerated on the B-side.

Wood filler

In rare cases, holes are filled with wood filler during production. We try to sort out the planks that have been filled on the A side. However, because the filling is sometimes very well implemented and barely visible, it can sometimes be overlooked.

Scratch

Scratches may occur during storage or transportation. A deep scratch (as shown) on the A-side is rejected and tolerated on the B-side. Slight scratches, which can be removed by simple sanding, are tolerated.

Surface cracks

These are superficial cracks that do not go through the full thickness of the decking board. Surface cracks can occur in floorboards after long periods of dryness, are a typical characteristic of wood and are not sorted out. Decking oil reduces the formation of cracks.

Pinholes

These are very small holes with a diameter of less than 3 mm and usually occur in groups. Pinholes are caused by insects in the tropics. Pinholes on the A-side are tolerated to a small extent (up to 10 pinholes per running meter), as they do not represent a design restriction. A stronger occurrence of pinholes on the A-side is sorted out. Pinholes are tolerated on the B-side.

Roughness

Decking boards differ in their surface structure. Some planks may be slightly rougher or fine wood fibers may stick up after weathering. This roughness is a typical characteristic of wood and is not sorted out. If the boards are considered too rough, we recommend sanding them down with 120 grit after the first weathering.

Screws tear off

Our decking screws are made of unbreakable stainless steel (AISI 410) and should not break off. However, using a cordless screwdriver with excessive force can still cause the screw head to break in rare cases. Even after installation, the screws can still break off due to the natural expansion of the wood.

Slate

Slating refers to a wedge-shaped split or peeling of the decking boards. Slate floorboards are sorted out by us. However, it cannot be ruled out that the planks will peel after installation and prolonged outdoor use.

Sapwood

Sapwood is the younger growth wood and occurs at the edges of a tree. Planks with a sapwood content of more than 5% on the A-side are sorted out. Planks with a sapwood content of over 20% on the B side are also sorted out.

Discoloration of stored wood

Decking boards are stacked with wooden battens to prevent mildew stains and increase the stability of the stack. This can cause discoloration in darkening woods. However, as these disappear with weathering, discoloration due to storage wood is tolerated.

Pollution

During transportation and storage, water stains can form on the floorboards due to condensation, for example. In rare cases, there may also be traces of varnish, chalk marks or tape residue on the floorboards. As these blemishes can be removed without great effort - for example with soft soap - dirty floorboards are not sorted out.

Default

Solid wood can warp due to fluctuations in temperature and humidity. Vertical warping (left-right) of the plank of more than 1.5% is rejected. Horizontal warping (up-down) or minor vertical warping is tolerated, as these planks can be pulled straight and installed without any problems.

Alternating torsion

An alternating direction of growth of the wood fibers is referred to as alternating twist growth. As a result, not all wood fibers are planed smoothly during planing and streaky color changes can occur. Interlocked grain is not sorted out as it is one of the typical characteristics of wood. The fibers can be smoothed by sanding.

Which side is the spin-off on?

On which side is the knothole?

How deep is the damage?

Is the damage visible on the A-side?

What is the width of the product?

What is the length of the product?

What is the strength of the product?

What is the length of the end crack?

On which side are there stains?

Which side is the hole on?

On which side is the planing error located?

Which side is the wooden spatula on?

On which side is the scratch?

On which side are the surface cracks located?

On which side are the pinholes located?

Which side is particularly rough?

When were the screws torn off?

On which side does the product skew?

On which side is the sapwood?

On which side are the discolorations?

On which side is the soiling located?

How severe is the delay?

Where is the alternating torsion growth located?

Free indication of the reason for the complaint

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