Register a complaint

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.

Have you fully checked the delivered goods?

We would like to find a final solution to the problem. It would therefore be important that your complaint is complete. It would also be helpful if you have already taken pictures of the problems, which you can provide to us below.

Yes, I have fully checked the delivery.

Hidden

1. Product

Which products would you like to complain about?

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

1. Product

item number

- Where can I find the article number?

portions

length element

Number of planks per element

Length of wooden board

Wide wooden panel

Have you already edited or used the product?

What is the problem with the product?

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

Missing on delivery

We take great care to ensure that all deliveries are complete. We check every delivery several times and count everything again before shipping. However, it can happen that items have been forgotten by us or have been lost during delivery.

Was delivered too much

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

transport damage

Transport damage is when the goods were damaged by the supplier on the way to you. Failure to handle the delivery may result in damage. This can cause cracks or scratches on the wood.

Spin-off

A split 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 constructive stability of the plank.

knothole

Knotholes on the A side are sorted out. On the B-side they are tolerated if they are not consistent. Firmly grown knots without a hole are not sorted out.

Damage at the end of the plank

Floorboards may show minor damage at the end due to transport or cutting. Therefore, the planks are usually delivered slightly oversized. If the damage is so severe that a correct catalog size can no longer be achieved after cutting, the plank will be sorted out.

Damage to long edge

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

width different

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

different length

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

Break

A break occurs when the plank or panel breaks into two pieces during transport. We always sort out breakages and use the most protective packaging material possible when shipping. However, fractures can rarely occur, especially with larger plates.

strength different

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

final crack

End cracks can occur on 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 dimensions despite the excess length after cutting, it will be sorted out.

stains

During transport and storage, water stains can form on the floorboards, for example due to condensation. Since water stains can be removed without much effort - for example by sanding - dirty floorboards are not sorted out.

Color

No decking board is like the other. Planks of the same type of wood also differ in colour. Therefore, the decking boards are not sorted according to their colour.

odor

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

bigger hole

A hole larger than 3mm in diameter may be caused by a moisture meter, a bore 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 rod. An acute insect infestation can be ruled out due to the natural properties of tropical wood.

planing error

Planing defects are indentations or burn marks caused by the planing machine. Planing errors on the A-side of a plank are sorted out. On the B-side they are tolerated.

Wooden spatula

In production, in rare cases, holes are closed with a wooden spatula. We try to sort out the planks that have been filled on the A side. Because the filling has sometimes been implemented very well and is hardly recognizable, it can sometimes be overlooked.

scratch

Scratches can occur during storage or transport. A deep scratch (as shown) on the A side will be rejected and tolerated on the B side. Slight scratches, which can be removed with a simple abrasion, are tolerated.

surface cracks

These are superficial cracks that do not go through the full thickness of the decking. Surface cracks can occur in floorboards after long periods of drought, are among the properties typical of wood and are not sorted out. Decking oil reduces cracking.

pinholes

These are very small holes, less than 3mm in diameter, and tend to appear in clusters. Pinholes are caused by insects in the tropics. To a small extent (up to 10 pinholes per meter), pinholes on the A side are tolerated because they do not pose any structural restrictions. A higher 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 can be a little rougher or fine wood fibers can stand up after weathering. This roughness is a characteristic of wood and is not sorted out. In the case of boards that are perceived as too rough, we recommend sanding them down with a 120 grit after the first weather exposure.

Screws break off

Our decking screws are made of unbreakable stainless steel (AISI 410) and should never tear off. However, in rare cases, using a cordless screwdriver with too much force can break the screw head. Even after installation, the screws can still tear off due to the natural expansion of the wood.

slates

Slate is a wedge-shaped split or peeling off of the decking boards. Slate boards are sorted out by us. However, it cannot be ruled out that the floorboards will slate after installation and for a longer period of time outdoors.

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 more than 20% on the B-side are also sorted out.

Discoloration of timbers

Decking boards are stacked with batts to prevent mold stains and to increase the stability of the stack. This can cause discolouration on wood that darkens. However, since these disappear under weathering, discoloration from wooden battens is tolerated.

pollution

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

delay

Solid wood can warp due to changes in temperature and humidity. A vertical distortion (left-right) of the plank over 1,5% is sorted out. A horizontal warpage (up-down) or less vertical warping is tolerated, since these planks can be straightened and installed without any problems.

interlocked grain

A changing direction of growth of the wood fibers is referred to as interlocked grain. As a result, not all wood fibers are planed off smoothly during planing and strip-like color changes can occur. Interlocking grain is not sorted out because it is one of the typical wood properties. The fibers can be smoothed by grinding.

Which side is the fork on?

Which side is the knothole on?

How deep is the damage?

Is the damage visible on the A side?

What width is the product?

What length is the product?

What is the strength of the product?

What is the length of the end crack?

Which side are there spots?

Which side is the hole on?

Which side is the plane error on?

Which side is the wooden spatula on?

Which side is the scratch on?

Which side are the surface cracks on?

Which side are the pinholes on?

Which side is particularly rough?

When did the screws break off?

On which side does the product lean?

Which side is the sapwood on?

Which side is the discoloration on?

Which side is the pollution on?

How bad is the delay?

Where is the twisted grain?

Free indication of the reason for the complaint

Upload photos of the complaint*

So that we can find a quick solution, it would be helpful if you could document each reason for the complaint with at least one photo.

Drag files here or

Accepted data types: jpg, gif, png, pdf, jpeg, Max file size: 50 MB.

Would you like to complain about another product?

Yes, I would like to complain about another product.
No, that's all I want to complain about.