General Terms and Conditions of Sale

GENERAL PROVISIONS FOR THE OPERATION AND SALE OF GOODS

With WoodCore projects for terraces, fences, and façades, we understand that you are not just purchasing individual boards, but a complete system and a long-term solution for your home or property. Our guiding principle is reliable material performance, and ensuring that you feel confident and well informed throughout your cooperation with us.

For this reason, the following general terms and conditions are written in a more detailed manner. Their purpose is to clearly define in advance what you can expect from us (warranties, support, delivery timelines, and the handling of claims) and what we require from you to ensure a smooth project process (accurate measurements, compliance with technical instructions, and proper collection and storage of the materials).

For consumers (B2C), we always respect all statutory rights granted under the Slovenian Consumer Protection Act (ZVPot-1). Should any issues nevertheless arise, our first priority is always to seek a practical solution and reach a fair agreement. The rights and obligations are described in more detail below.

IN SHORT FOR CONSUMERS (B2C)

As a consumer, when purchasing WoodCore products from us, you are entitled in particular to the following rights:

- the statutory right to claim lack of conformity of goods (currently 2 years from delivery)
- a 15-year commercial warranty on WoodCore boards, provided that the conditions of the warranty and technical instructions are met
- for distance contracts, the right of withdrawal in accordance with ZVPot-1, except in the case of custom-made goods
- the right to clear information about the material, its use, cleaning, and maintenance
- the right for every complaint to be handled seriously and within a reasonable timeframe

In return, we expect you to carefully review the details of the offer before placing an order (dimensions, quantities, colours), to follow the technical instructions in case of self-installation, and to ensure proper storage and maintenance of the material.

The conditions set out below regulate these relationships in more detail for different situations (B2B, B2C, distance contracts, installation, self-installation).

1. General provisions

These general terms and conditions (hereinafter: the Terms) apply to all offers, pro forma invoices, orders, contracts, sales, and installation of products of ROKSAL d. o. o. (hereinafter: the Seller), regardless of whether the contract is concluded remotely or on the Seller’s business premises.

The Terms govern the rights and obligations between the Seller and the buyer (hereinafter: the Buyer) and form an integral part of every legal transaction between them, unless otherwise agreed in writing. The Terms apply to both business customers (B2B) and consumers (B2C); certain provisions may expressly apply only to business customers.

A consumer (B2C) is a natural person who acquires or uses goods and services for purposes outside their professional or commercial activity. A business customer (B2B) is a legal entity, a sole trader, or another natural person who acquires goods or services for purposes related to their professional or commercial activity.

In relations with consumers, mandatory provisions of the Consumer Protection Act (currently ZVPot-1) and other applicable regulations always apply in addition to these Terms. In the event of any inconsistency between these Terms and mandatory consumer protection legislation, statutory provisions shall prevail.

By placing an order, submitting an online form (including confirmation of acceptance of these Terms), confirming an offer in written or electronic form, or paying an advance payment, the Buyer expressly confirms that they are familiar with these Terms and fully agree to them, regardless of the method of contract conclusion.

1.1 Types of contracts (distance contracts and contracts concluded on business premises)

For the purposes of these Terms, contracts between the Seller and consumers (B2C) are divided into:

contracts concluded at a distance, and
contracts concluded on the Seller’s business premises.

(1) A distance contract is a contract between the Seller and a consumer concluded within an organised distance sales system, without the simultaneous physical presence of the contracting parties, where the Seller exclusively uses one or more means of distance communication up to the conclusion of the contract (e.g. telephone, email, online form).

A contract shall in particular be considered a distance contract by the Seller where the consumer:

does not visit the Seller’s business premises in relation to the specific order, and
where the enquiry, preparation of the offer/pro forma invoice, coordination of quantities and prices, acceptance of the offer, and payment are carried out exclusively at a distance.

(2) A contract concluded on the business premises is a contract where the consumer personally visits the Seller’s business premises before concluding the contract (e.g. the showroom or warehouse at Savska loka 21, 4000 Kranj), where:

the offer is presented in person (inspection of samples, colours, and profiles),
technical explanations and advice regarding use and installation are provided, and
based on this, the essential elements of the order are agreed (selection of material, profiles, colours, and quantities).

In such cases, the contract is deemed to be concluded on the business premises, regardless of whether the consumer pays the purchase price on the premises or later by bank transfer to the Seller’s transaction account.

A contract is also considered to be concluded on the business premises where the consumer first contacts the Seller at a distance (e.g. by email or telephone), then visits the Seller’s business premises before concluding the contract, where key explanations are provided and the essential elements of the order are agreed, and the contract is ultimately accepted or paid for at a distance.

In case of doubt as to whether a contract is concluded at a distance or on the business premises, the specific case shall be assessed in accordance with the actual circumstances and the mandatory provisions of the Consumer Protection Act (ZVPot-1). Where ZVPot-1 provides a more favourable arrangement for the consumer, the interpretation more favourable to the consumer shall apply.

1.2 Responsibility for data and review of the offer

The Buyer is responsible for the accuracy of all data (dimensions, spacings, quantities, colours, etc.) on the basis of which the Seller prepares an offer or pro forma invoice. The offer or pro forma invoice is prepared based on the data provided by the Buyer or data specifically agreed upon by the parties in writing. The Buyer is obliged to carefully review these data before confirming the offer or pro forma invoice.

If the Seller delivers goods that correspond to the data contained in the offer or pro forma invoice confirmed by the Buyer, the goods shall be deemed to have been delivered in accordance with the contract, even if it later turns out that the goods do not correspond to the actual conditions on the site due to incorrectly measured spans, a different execution on the property, or other errors on the Buyer’s side. The Seller shall not be liable for any calculation errors insofar as they arise from incorrect or incomplete data provided by the Buyer. In such cases, the Buyer bears the consequences (inappropriate delivery, incorrect installation, additional costs, etc.) and is not entitled to a refund or replacement of the goods or to additional free deliveries of material. This provision does not affect the Buyer’s statutory rights regarding the lack of conformity of goods nor the mandatory provisions of the Consumer Protection Act and the Obligations Code.

1.3 Informative nature of offers

All offers are of an informative nature and are based on the data provided by the Buyer. Offers are not binding until the Buyer expressly confirms the order by advance payment or written confirmation.

1.4 Limitation of liability

For business customers (B2B): The Seller shall not be liable for any indirect damage, loss of profit, loss of reputation, production downtime, or other consequential costs incurred by the Buyer due to defects in the goods or delays in delivery. The Seller’s total liability for damages is limited to the value of the delivered goods per individual invoice, except in cases of wilful misconduct or gross negligence on the part of the Seller.

For consumers (B2C): The Seller’s liability for damages is limited to the extent permitted by mandatory regulations (ZVPot-1 and the Obligations Code). The Seller shall not be liable for damage resulting from improper installation, failure to follow instructions for use, inappropriate maintenance, or mechanical damage caused by the Buyer or third parties.

1.5 Dispute resolution

The contracting parties shall endeavour to resolve any disputes amicably. If this is not possible, in business-to-business (B2B) relationships shall fall under the jurisdiction of the court at the registered seat of ROKSAL d.o.o. In relations with consumers (B2C), territorial jurisdiction is determined in accordance with applicable law and cannot be limited by these Terms.

1.6 Validity of offers

An offer is valid for the period stated in the offer itself. If the offer does not specify a validity period, it is valid for 1 day from the date of issue. The validity of the offer is subject to material availability; if the material is sold in the meantime, the offer is no longer valid and is not binding on the Seller.

1.7 Confirmation of the offer

Offers are of an informative nature and are prepared based on the data received.
If you agree with the offer, you confirm it by making the agreed advance payment. A confirmed offer is considered a contract.
By making the payment, the Buyer expressly confirms that they are familiar with the general terms and conditions published on the Seller’s website and fully agree to them.
If the offer is confirmed after the option period has expired, it is deemed void and is not binding on the Seller, unless the Seller expressly confirms its validity and material availability.

1.8 Force Majeure

The Seller shall not be liable for delays in delivery or performance of services resulting from force majeure, such as natural disasters or extraordinary weather conditions (including rain, wind, and low temperatures)strikes, fires, epidemics, war, disruptions in transport or material supply, and similar events. Force majeure also includes sudden illness or inability to work of installers or key personnel required for the execution of the order. In the event of force majeure, the delivery or installation deadline shall be extended accordingly.
The party invoking force majeure must notify the other party without delay and take reasonable measures to mitigate the damage.

1.9 Use of subcontractors

The Seller reserves the right to engage subcontractors for the performance of works as necessary. The Buyer agrees that the Seller shall be liable for any errors of subcontractors only within the scope of the general warranty conditions and shall not be liable for damages exceeding this obligation.

1.10 Electronic communication

The Buyer agrees that all official communication, including offers, reminders, changes, or notifications, may be conducted via email. Such communication has the same legal validity as written form.

1.11 Delays caused by the Buyer

If delays in performance occur due to an unprepared site, insufficient access, incorrect information, or other circumstances on the Buyer’s side, the performance deadline shall be extended accordingly, and the Seller may charge any costs related to additional organisation, waiting time, or transportation.

1.12 Final provision

These General Terms and Conditions shall enter into force on the date of their publication on the Seller's website. The Seller reserves the right to change the terms and conditions without prior notice. Existing orders shall be subject to the terms and conditions in force at the time of confirmation of the order by the Buyer.

1.13 Technical instructions for installation, use and maintenance

For WoodCore products, the Seller provides technical instructions for installation, use, maintenance, and cleaning. These instructions include in particular:
- the provisions of points 6 to 10 of these general terms and conditions, and
- more detailed instructions published for individual products on the Seller’s website (e.g. pages for WPC terraces, fences, and façades), in the “Frequently Asked Questions” section, and in documents attached to the offer, invoice, or delivery documentation.

The Buyer shall be deemed familiar with the instructions once access to these documents is provided (publication on the website, a link or QR code in the offer or invoice, or delivery by email). Compliance with these instructions is a condition for the validity of the commercial warranty and for asserting claims related to the installation, use, maintenance, and cleaning of WoodCore materials.

If you encounter any uncertainties while reviewing the instructions or preparing the project, you may contact us for additional clarification; we will be happy to help clarify technical questions before ordering or installation.

2. Colour shades

The boards are coloured during the manufacturing process, and the shade may partially vary between individual production batches. WoodCore boards do not turn grey, but the colour may slightly lighten over time (by approximately up to 10 %), which is a normal characteristic of the material. Due to the nature of the material, the displayed sample and the delivered goods may therefore differ in pattern, tone, shade, or colour. Such deviations do not affect the usability or durability of the product and do not in themselves constitute grounds for return or complaint.

Different profiles of the same shade do not necessarily originate from the same production batch, which means that the shade may not be completely identical. For this reason, combining longitudinal joints of terrace boards with lengths of 4.0 m and 2.2 m is not permitted, as visual differences between batches may become more pronounced.

3. Warranty and conformity of goods

The warranty for WoodCore boards is a 15-year limited warranty from the date of purchase and applies only when the products are used for the purpose and loads specified in the warranty certificate. As WoodCore profiles are used for various applications, the Buyer is obliged to verify with the Seller how each profile must be properly installed. The warranty applies exclusively in the case of installation carried out in accordance with the Seller’s instructions. The detailed WoodCore warranty conditions are published on the Seller’s website and are considered an integral part of these general terms and conditions; they are also available in written form upon the Buyer’s request.

The Buyer is entitled to claim the voluntary 15-year commercial warranty of the Seller only on the condition that all invoice-related obligations are fully settled no later than 30 days from the invoice issue date or within the period stated on the invoice. The voluntary commercial warranty of the Seller may be exercised only if the Buyer has no overdue and unpaid obligations towards the Seller. Until such obligations are settled, the Seller may withhold warranty services and other contractual benefits.

In relation to consumers (B2C), this limitation does not affect their statutory rights regarding the lack of conformity of goods with the contract. The consumer is entitled to rights arising from lack of conformity within the statutory period (currently 2 years from delivery of the goods), regardless of the commercial warranty and payment deadlines, in accordance with consumer protection legislation. For consumers (B2C), the provisions of applicable consumer protection legislation apply directly with regard to lack of conformity of goods.

This does not affect any mandatory statutory rights where applicable.

3.1 Technical and visual properties of WoodCore WPC material

WoodCore WPC is a wood-plastic composite made from a combination of wood fibres and HDPE plastic.

The material has certain technical and visual properties and typical characteristics resulting from its composition, exposure to UV radiation, weather conditions, and manner of use. The phenomena listed below do not in themselves generally constitute a defect or lack of conformity and are therefore not normally subject to complaint or commercial warranty, provided that the goods still allow normal use for their intended purpose. This does not affect the statutory rights of consumers (B2C) in cases of actual lack of conformity.

Typical technical properties and characteristics include in particular:

colour change: WoodCore WPC contains natural wood fibres and is coloured during the manufacturing process. Due to UV exposure and weather conditions, the colour may partially lighten over time after installation (approximately 5–10 %) and stabilise, and minor shade variations between production batches may also occur. Such colour variations do not affect the usability or service life of the product and are not subject to complaint;
expansion and contraction of the material: WPC boards naturally expand and contract due to temperature changes, and such expansion may be uneven. This is a normal phenomenon, and typical deviations caused by expansion are not subject to warranty or complaint. During installation, the Buyer must observe the prescribed expansion gaps and installation instructions; deformations resulting from failure to comply with these instructions are not subject to complaint;
biological phenomena on the surface: the appearance of mould, algae, moss, or lichen on the surface of the material results from environmental factors (moisture, shade, pollen, dirt) and insufficient cleaning and maintenance as described in the cleaning instructions. Such phenomena do not constitute a material defect and are not subject to complaint.
water stains and marks after water dries on the surface: due to water evaporation and mineral content in water, such as limescale, lighter or darker water stains, marks, or visible drip traces may appear on the surface of boards or façade cladding. These phenomena do not affect the mechanical properties of the material and do not in themselves constitute a defect or lack of conformity and are not subject to complaint or warranty; in most cases, they can be removed by appropriate cleaning in accordance with the manufacturer’s or Seller’s instructions;
damage due to improper use: WoodCore WPC boards are not resistant to heavy loads and impacts; therefore, areas subject to higher loads must be additionally reinforced. Damage caused by overloading, impacts, mechanical damage, or an inadequate substructure is not covered by the warranty;
damage due to freezing water: if water remains trapped in the central channels of boards or support battens and freezes during winter, the board or batten may crack; such damage is not covered by the warranty and is not subject to complaint.

WPC boards naturally expand and contract with temperature changes, and such expansion may be uneven. This is a normal phenomenon, and typical deviations due to expansion, as described above, are not subject to warranty or complaint. Water stains, lighter or darker spots, and drip marks may also appear on the surface due to rain, snow, water spraying, or mineral content in the water, such as limescale. These phenomena generally do not affect the mechanical properties of the material and do not in themselves constitute a defect, provided the goods can be normally used for their intended purpose. If gaps or more pronounced visual changes occur, the Buyer may adjust them independently or attempt to remove them by appropriate cleaning in accordance with the manufacturer’s or Seller’s instructions. If the Buyer wishes such expansion adjustments to be carried out by our company, they are performed as a paid service, with the cost determined individually based on the scope of work and installation location. This does not affect the Buyer’s statutory rights in cases where the lack of conformity exceeds the described normal characteristics of WPC materials.

4. Ordering of goods

In the case of purchasing made-to-order goods (in particular goods not in stock with the Seller) or cut-to-size goods that are manufactured or otherwise adapted according to the Buyer’s exact specifications (e.g. custom board lengths, special combinations of elements for a specific project), the Buyer may not subsequently withdraw from the order. If the Buyer cancels the order and the execution of the order can no longer be stopped, the Buyer shall be charged a proportional share of the costs incurred (e.g. costs of ordering and supplying materials, cutting, preparation of goods, packaging, storage).

For contracts concluded on the Seller’s business premises (e.g. showroom or warehouse at Savska Loka 21, Kranj), the consumer generally does not have a statutory right to withdraw from the contract within 14 days without stating a reason. Any returns of goods purchased on the business premises are possible only upon prior written agreement with the Seller and under the conditions set out in point 12.3 of these Terms.

The basis for an order is the receipt of an advance payment, a received purchase order, a signed contract, or a written confirmation of the pro forma invoice or offer (including electronic confirmation).

With regard to consumers (B2C) who conclude a distance contract with the Seller (e.g. via the website or email), the limitation of the right to withdraw from the order set out in the first paragraph of this article applies only in cases where the goods are made to the consumer’s exact specifications or are clearly customised to their personal needs, as these constitute an exception to the right of withdrawal under applicable consumer protection law. In other cases, the right of withdrawal is regulated in point 4.1 of these Terms.

4.1 Special provisions for consumers in distance contracts

This provision applies when a consumer (a natural person purchasing goods for purposes outside their professional or commercial activity) concludes a distance contract with the Seller, as defined in point 1.1 of these Terms, for example via the website, email, telephone, or other means of distance communication.

For contracts concluded on the Seller’s business premises (e.g. showroom or warehouse at Savska Loka 21, Kranj), the general rules of these Terms apply, and the consumer generally does not have a 14-day right of withdrawal without stating a reason, unless otherwise provided by law or expressly agreed in writing between the Seller and the consumer.

4.1.1 Pre-contractual information

Before placing a distance order, the consumer is informed of the main characteristics of the goods, the final price including taxes and all delivery costs, the methods of payment and delivery, and other information required by applicable consumer protection legislation.

The Seller provides this information to the consumer in a clear and understandable manner, on an appropriate durable medium, for example in an offer or pro forma invoice sent by email or on the Seller’s website.

4.1.2 Consumer’s right of withdrawal from a distance contract

The consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

In the case of a sales contract, the 14-day period begins on the day when the consumer or a third party designated by the consumer, other than the carrier, acquires physical possession of the goods. If the contract covers multiple goods delivered separately, the period begins on the day the consumer acquires physical possession of the last item.

To exercise the right of withdrawal, the consumer must send the Seller a clear written statement of withdrawal within the specified period, by post or email, stating their details, the invoice or offer number, and the goods from which they are withdrawing. The consumer may, but is not obliged to, use a withdrawal form if provided or published by the Seller on its website.

The consumer must return the goods to the Seller no later than 14 days from the day on which the Seller was informed of the withdrawal from the contract. The return deadline is deemed met if the goods are dispatched before the expiry of the 14-day period.

In the event of a timely withdrawal from the contract, the Seller shall refund all payments received from the consumer without undue delay and no later than 14 days from the day of receipt of the withdrawal notice. The Seller may withhold the refund until the returned goods are received or until the consumer provides evidence that the goods have been sent back, whichever occurs first.

The Seller shall refund the received payments using the same payment method used by the consumer, unless the consumer expressly agrees to a different payment method and does not incur any additional costs as a result. In the event of withdrawal, the Seller shall also refund the delivery costs, up to the amount of the cheapest standard delivery option offered.

The consumer bears the direct costs of returning the goods, unless the Seller expressly states otherwise in writing or the consumer was not properly informed of this obligation prior to concluding the contract.

4.1.3 Exceptions to the right of withdrawal – made-to-order goods

The right of withdrawal from a distance contract does not apply in cases where the subject of the contract is goods made to the consumer’s exact specifications or clearly customised to their personal needs, as well as in other cases defined as exceptions under applicable consumer protection legislation.

For the Seller, made-to-order goods are considered, in particular, goods prepared for a specific project in special lengths, combinations, or sets that are not kept as standard stock and cannot be sold to another customer as standard goods without additional processing, re-cutting, or significant waste.

Due to batch production, WPC boards and other elements may differ in colour shade and texture between individual batches. Once boards from a specific batch are cut to special lengths or otherwise customised for a particular customer, the Seller generally cannot include them in subsequent orders for other customers without disproportionate additional processing to ensure matching shades between new and existing boards. In such cases, the cut pieces cannot be treated as standard goods that could be returned to stock and resold without special adjustments.

For the Seller, made-to-order goods include, in particular, specially prepared sets of fences, façades, or terraces in which individual elements are cut to specific lengths, spans, angles, and heights for a particular project, combinations of short pieces for precisely defined spans, or specially prepared finishing profiles and load-bearing posts manufactured in special lengths or dimensions and additionally processed or painted to the Buyer’s order.

For made-to-order goods, once the order has been confirmed, i.e. after payment of an advance or written confirmation of the offer, cancellation of the order and return of the goods are not possible, except in cases of lack of conformity in accordance with applicable legislation. In such cases, point 4 of these Terms shall also apply mutatis mutandis.

When assessing whether a particular order constitutes made-to-order goods within the meaning of consumer protection legislation, the specific circumstances of each case shall be taken into account. If the circumstances indicate that, despite partial cutting or adjustments, the goods are still suitable for further sale as a standard product and can be incorporated into another order without particular difficulty, the consumer who concluded the contract at a distance shall not have their right of withdrawal restricted and may withdraw from the contract in accordance with point 4.1.2 of these Terms.

4.1.4 Condition of returned goods and reduction in value

The consumer may inspect and test the goods to the extent necessary to determine their nature, characteristics, and functioning, as would be possible in a physical store.

If the reduction in the value of the goods results from handling by the consumer that is not necessary to establish the nature, characteristics, and functioning of the goods, the consumer shall be liable for such reduction in value in accordance with applicable legislation. The Seller reserves the right to proportionally reduce the refund of the purchase price or to refuse the refund if the goods have become unsuitable for further sale as new due to use, damage, or soiling.

When assessing the condition of returned goods, the criteria set out in point 12.3 of these Terms, which governs returns of goods when the Buyer changes their mind, shall apply mutatis mutandis; in relation to consumers in distance contracts, the mandatory provisions of consumer protection legislation shall always be taken into account.

5. Collection and delivery of goods

The provisions of this section apply to all buyers, regardless of whether the contract was concluded at a distance, on the Seller’s business premises, or outside the business premises, unless explicitly stated otherwise in individual provisions.

The Buyer may collect the goods in person at the Seller’s warehouse or arrange delivery to a selected location, in accordance with the provisions of the subsections below. Upon collection, the Buyer is obliged to check the quantity, visible quality, and any apparent damage to the packaging or goods and to notify the Seller of any irregularities without delay.

In relation to business buyers (B2B), the goods shall be deemed accepted without remarks if the Buyer does not submit a written complaint or a complaint recorded on the delivery note regarding quantity or visible defects at the time of collection, except in the case of hidden defects, for which the deadlines set out in point 12.1 of these Terms apply. In relation to consumers (B2C), this provision does not limit their statutory rights to claim lack of conformity of the goods with the contract that becomes apparent later, within the time limits and in the manner prescribed by the applicable Consumer Protection Act (ZVPot-1).

5.1 Personal collection of goods (EXW parity)

In the case of personal collection, the Buyer collects the goods at the Seller’s warehouse under EXW parity, warehouse Savska Loka 21, 4000 Kranj. The Seller’s delivery obligation is deemed fulfilled when the goods are prepared for loading and made available to the Buyer at the Seller’s warehouse.

The Buyer loads the purchased goods into their vehicle independently or with the assistance of a warehouse worker. The Buyer is solely responsible for proper loading, securing, and protection of the goods, as well as for any deformations or damage occurring during transport. This applies in particular to cases of bending or breaking of boards due to insufficient support, overloading, an inadequately sized vehicle, improper fastening, or loading onto unsuitable vehicles.

Due to the length of WPC profiles, which are most commonly 4.0 m and 5.8 m long, loading the goods onto the roof of passenger vehicles is not permitted. During transport, WPC boards must be supported along their entire length, not only at individual points; otherwise, permanent deformation or damage to the profiles may occur. Damage resulting from improper loading or transport is not subject to complaint and is not covered by the Seller’s warranty conditions.

Upon collection of the goods, the Buyer is obliged to check the quantity and quality of the goods and to immediately report any irregularities. For business buyers (B2B), subsequently identified irregularities regarding quantity and visible defects may not be claimed, except in the case of hidden defects, for which the deadlines set out in point 12.1 of these Terms apply. In relation to consumers (B2C), this provision does not limit their statutory rights to claim lack of conformity of the goods.

If, at the time of personal collection, the Seller assesses that the vehicle or the proposed loading method does not allow for safe transport of the goods, for example due to an inadequately sized vehicle, loading onto the roof of a passenger car, insufficient support along the entire length of the profiles, or improper securing, the Seller reserves the right to refuse loading. In such cases, the Seller may propose an alternative transport solution to the Buyer, such as the use of a trailer, van, or delivery by the Seller’s vehicle for an additional fee.

If, due to an unsuitable vehicle or loading method, the goods have already been moved from the warehouse to the loading ramp or partially loaded and must be unloaded again and returned to the warehouse, the Seller is entitled to charge the Buyer for the costs of additional unloading and reloading in accordance with point 5.3 of these Terms.

5.2 Delivery of goods (DAP parity)

For an additional fee, the Seller may provide delivery of the goods to the Buyer under DAP parity, in accordance with the Seller’s delivery schedule. Under DAP parity, the Seller delivers the goods to the agreed address of the Buyer, loaded on the vehicle. The Seller’s obligation is fulfilled when the goods are delivered to the agreed location and are ready for unloading from the vehicle

Unloading and carrying the goods from the vehicle to the building shall be carried out by the Buyer or by a person provided by the Buyer, unless otherwise agreed in writing with the Seller. Upon receipt of the goods, the Buyer is obliged to check the quantity and quality of the goods and immediately report any irregularities.

For business buyers (B2B), subsequently identified irregularities regarding quantity and visible defects may not be claimed, except in the case of hidden defects, for which the deadlines set out in point 12.1 of these Terms apply. In relation to consumers (B2C), this provision does not limit their statutory rights to claim lack of conformity of the goods with the contract that becomes apparent later, within the time limits and in the manner prescribed by applicable consumer protection legislation.

If a business buyer is not present at the time of delivery or does not provide a person to receive the goods, the goods left by the carrier at the agreed location shall be deemed accepted without remarks, except in the case of hidden defects. This provision does not affect the statutory rights of consumers (B2C), who are entitled by law to claim lack of conformity of goods even after delivery.

The Seller offers two types of delivery: individual delivery and consolidated delivery. In the case of individual delivery, the delivery is carried out specifically for an individual Buyer, and the delivery date is agreed between the Buyer and the Seller, taking into account the Seller’s delivery schedule and logistical constraints.

In the case of consolidated delivery, the Seller combines multiple orders on the same route in order to reduce delivery costs for the Buyer. Consolidated delivery is a more cost-effective option and represents an additional benefit for the Buyer. With this type of delivery, the Seller cannot guarantee an exact delivery date. The delivery time for consolidated delivery is not predefined and depends on the number and arrangement of other orders on the same route. By choosing consolidated delivery, the Buyer expressly agrees that the delivery date shall be determined unilaterally by the Seller based on its delivery plan and that such delivery method in itself does not constitute a delay by the Seller.

If the Buyer wishes delivery within a shorter or precisely defined timeframe, they may choose individual delivery or personal collection of the goods at the Seller’s warehouse when placing the order. If the Buyer has paid for delivery and subsequently decides on personal collection, the Seller shall refund the charged delivery cost.

5.3 Failure to collect ordered goods, storage, and additional loading

If the Seller does not have available warehouse capacity for the ordered goods or if the goods are already prepared for collection or delivery, the Seller may notify the Buyer in writing or by email that the Buyer is obliged to collect the goods or enable delivery no later than within 8 calendar days from receipt of the notice.

If the Buyer fails to collect the goods or enable delivery within this period without justified reason, the Seller is entitled to charge storage costs. Storage is charged at a flat rate of EUR 10.00 + VAT per day for purchase values up to EUR 1,000.00 net, or EUR 20.00 + VAT per day for purchase values exceeding EUR 1,000.00 net, whereby the total storage cost may not exceed 50% of the net value of the goods concerned. Storage costs accrue from the expiry of the collection deadline set out in the previous paragraph until the actual collection of the goods.

If the goods prepared for personal collection on a specific day are not collected by the Buyer on the agreed date without prior notice at least one working day in advance, the Seller must return the goods to storage and repeat the preparation and loading upon later collection. In such cases, the Seller reserves the right to charge the cost of additional unloading and reloading.

The cost of additional unloading and reloading amounts to EUR 30.00 + VAT for goods up to 1,000 kg, EUR 60.00 + VAT for goods from 1,001 to 1,500 kg, and EUR 100.00 + VAT for goods from 1,501 to 2,000 kg. The weight of the goods is determined based on the delivery note or order data. The cost of additional unloading and reloading is charged to the Buyer on the invoice upon actual collection of the goods.

These provisions do not affect any other rights of the Seller under the Obligations Code, including the right to claim compensation for damages incurred or to withdraw from the contract due to the Buyer’s delay, where the statutory conditions for such actions are met.

6. Installation instructions

Detailed installation instructions for individual WoodCore systems (terraces, fences, façades) are published on the Seller’s website with the description of individual products and/or in the “Frequently Asked Questions” section. The Buyer is obliged to review and follow these instructions before starting installation.

Installation instructions are available on the website www.roksal.comIn case of any uncertainties, the Buyer is obliged to contact the Seller. Claims are not accepted for goods that have been cut, installed, or otherwise used, even in the case of visible defects. If you are not adequately qualified, installation must be carried out by a professional. WoodCore WPC boards naturally expand and contract with temperature changes, as described in more detail in point 3.1 of these General Terms. Prescribed expansion gaps and installation instructions must be observed during installation. Installation of WoodCore material is not suitable when the outdoor morning temperature is below 5 °C.

With regard to liability for installation errors and the consequences of improper installation, the provisions of point 12.2 of these General Terms apply.

7. Instructions for use

WoodCore boards are not resistant to heavy loads, scratches, and impacts; therefore, areas where higher loads may occur must be additionally reinforced. Narrow chair and table legs on terraces are not recommended, as they may damage the edges of the boards. Any small stones remaining on footwear may cause scratching of the floor surface.

When moving furniture, use appropriate protective pads, and attach dedicated protective felt pads to the legs of chairs, tables, and other furniture to prevent permanent deformation and indentation of the floor surface. Remove all sharp objects that could mechanically damage the surface of the flooring.

8. Maintenance instructions

WoodCore boards do not require painting or oiling. There are no coatings approved by the manufacturer.

In the case of minor surface damage, the affected area of the board can be lightly sanded using sandpaper with a grit of 40. The colour shade in that area may differ temporarily.

9. Cleaning

Regular cleaning and maintenance in accordance with these instructions are a prerequisite for claiming the warranty. The Seller is not liable for damage, permanent stains, mould, or changes to the material resulting from a lack of regular cleaning, accumulation of organic matter, or the use of inappropriate cleaning agents.

9.1 Cleaning instructions

WoodCore WPC boards are made of a combination of wood fibres and plastic. The wood fibres are encapsulated within the plastic component of the material, which means that mould and lichen generally remain on the surface and can be removed with appropriate cleaning.

Because WoodCore terrace, fence, and façade boards are sanded on the visible side, fine dust (sanding dust and production residues) is always present on the surface after delivery and installation. Regardless of whether installation was carried out by the Buyer or by the Seller’s installer, an initial thorough washing of the entire surface with a sufficient amount of clean water must be performed after installation, if necessary several times, to completely remove dust and fine dirt from the surface and joints.

If the initial thorough washing after installation is not carried out and sanding dust remains on the surface, pronounced water stains and blotchy discoloration may occur during the first rainfall or watering, as water distributes dust and dirt unevenly across the surface. Such blotchy appearances result from residual dirt and do not affect the mechanical properties of the material.

For regular cleaning, we recommend using a sufficient amount of clean water to prevent the accumulation of pollen, dust, and other dirt, and consequently the development of mould, moss, lichen, or fungi. The required cleaning frequency depends on the location and exposure of the surface; surfaces under trees, in shaded areas, or in locations where dirt accumulates more quickly must be cleaned more often, whenever visible dirt or deposits appear.

If necessary, suitable cleaning agents may also be used. Aggressive cleaners should be used strictly as intended and always tested first on a less visible area. The use of a pressure washer is also permitted for cleaning the boards, provided that the pressure is adjusted and the distance is sufficient to prevent mechanical damage to the surface or edges of the boards.

In the case of greasy stains (for example oil or grease drops on a terrace), first try to remove the stain using a sufficient amount of clean water. If the stain persists, use an appropriate degreasing cleaner, always testing it beforehand on a less visible area, and rinse thoroughly with water after use, if necessary also with a pressure washer. If the stain still cannot be completely removed, the affected area may be locally sanded with sandpaper of grit 40 in the direction of the board structure. The colour shade at the sanded area may differ temporarily; over time and with exposure to weather conditions, the colour usually partially evens out.

Already at the planning and installation stage, appropriate slope and drainage must be ensured so that water does not remain inside the profiles after rain or cleaning but can drain freely. When washing, do not direct the water jet directly into the open chambers of the profiles or onto the upper edges where water could accumulate. Prolonged water retention inside the profiles, especially during freezing conditions, may cause cracking or other damage to the material. Such damage is not covered by the warranty or subject to claims.

On surfaces exposed to sufficient rainfall, dirt is usually washed away naturally, and any stains typically become less visible over time. On sheltered surfaces or areas less exposed to rain (for example under eaves), cleaning must be carried out more frequently, as rain does not rinse the boards. This is a normal occurrence that does not affect the quality of the material and is not in itself grounds for a claim.

9.2 Water stains and marks

Water stains and blotchy discoloration on the surface of WPC material occur when water remains in certain areas during drying and deposits pollen and other fine dirt. This is a physical characteristic of the wetting and drying process, not a defect of the material.

Water stains most commonly occur:

at transitions between uncovered and partially covered surfaces,
on the lower parts of façades and fences, where water drains more slowly and dirt accumulates,
on surfaces that are less exposed to rain and natural rinsing.

If stains continue to appear on the lower part of the façade or fence after washing, this indicates that too little water was used during cleaning and that dirt stopped before the lower edge of the boards. In such cases, cleaning must be repeated using a larger amount of clean water so that water repeatedly flows from the top over the lower edge of the boards and completely rinses the dirt from the surface. The process may need to be repeated several times; the Seller cannot guarantee an exact number of repetitions, as this depends on the degree of soiling, exposure to weather conditions, and the cleaning method used.

If a thin edge of water stains remains on the lower part of the façade or fence after additional rinsing, we recommend wiping this area after washing with a clean, soft cloth. In the case of manual cleaning, a suitable hand brush with slightly stiffer bristles (for example a broom brush) may also be used on brushed surfaces if necessary, taking care not to damage the surface structure of the material.

Water stains and blotchy discoloration resulting from uneven wetting, drying, or insufficient cleaning generally do not affect the quality or service life of the product and therefore are not, in themselves, grounds for a claim if they do not affect the mechanical functionality of the material. If you are unsure whether a condition is a normal occurrence or a potential non-conformity, you may contact us for additional clarification and cleaning advice.

U odnosu na potrošače (B2C), pojave opisane u ovom članku (primjerice nastanak vodenih mrlja, fleka i odstupanja u boji zbog načina vlaženja, sušenja i čišćenja) smatra se dijelom ugovorenih svojstava robe, ako su ti uvjeti i tehnička pojašnjenja potrošaču jasno i izričito predočeni prije sklapanja ugovora te su mu bili dostupni na trajnom mediju (na primjer u ponudi, predračunu, jamstvenom listu ili u prilogu elektroničke poruke).

10. Storage

Daske prije ugradnje čuvajte u suhom i prozračnom prostoru, na ravnoj i čistoj podlozi. U slučaju neodgovarajućeg skladištenja, reklamacija se ne prihvaća.

11. Buyer’s commitments

By confirming these General Terms, the Buyer agrees that the Seller may use photographs of installed WoodCore solutions (terraces, fences, façades, etc.) in which no identifiable individuals or other personal data of the Buyer (such as license plates, house numbers, etc.) are visible, for reference and marketing purposes (website, catalogues, social media). The Buyer may at any time notify that they do not wish photographs of their property to be published; in such case, the Seller will remove the photographs from its public publications within a reasonable time, insofar as this is technically possible on the respective platforms. For the publication of photographs in which identifiable individuals appear, the Seller will obtain the explicit written consent of those individuals in advance.

12. Returns and claims

We are aware that purchasing WoodCore materials for a terrace, fence, or façade is a significant investment. Our goal is to resolve any potential defects or non-conformities in a clear and fair manner. Below is a description of our procedures for returns and claims, so that expectations on both sides are clear and processes as transparent as possible. With consumers, we always respect statutory deadlines and rights relating to non-conformity of goods.

12.1 Claims, warranty, and invoice objections

The exercise of voluntary commercial warranty rights and other contractual benefits is possible only if all invoice-related obligations are fully settled no later than 30 days from the invoice issuance date or within the period specified on the invoice. Subsequent payments do not enable the reactivation of commercial warranty rights for deliveries or services already performed. This limitation does not affect the statutory rights of consumers (B2C) relating to non-conformity of goods.

If the Buyer disputes the invoice amount, a written objection must be submitted no later than 8 days from receipt of the invoice. After this period, the invoice is deemed accepted by the Buyer. For business customers (B2B), hidden defects must be reported to the Seller in writing no later than 8 days from the date the defect was discovered or should have been discovered with ordinary care. After the expiry of this period, claims by business customers are no longer possible, unless the Seller and the Buyer exceptionally expressly agree otherwise in writing. For consumers (B2C), the time limits and procedures for asserting non-conformity of goods are governed by applicable consumer protection legislation.

Claims regarding visible defects (for example scratches, chipping, visible damage, significant colour deviations, or other deficiencies that a reasonable buyer could have noticed during a standard inspection of the goods prior to installation), are no longer possible after installation.The Buyer is obliged to inspect the goods before installation and, in the event of visible defects, to postpone installation and notify the Seller without delay.

Claims are not justified to the extent that the non-conformity of the goods results from improper use, improper installation, or negligent handling of the goods contrary to the Seller’s or manufacturer’s instructions.
This provision does not affect the Buyer’s right, in particular that of consumers (B2C), to assert non-conformity of goods due to hidden defects that could not have been detected during a standard inspection prior to installation, within the statutory time limits and in accordance with applicable law and the remaining provisions of these General Terms.

12.2 Inspection of goods prior to installation, self-installation, and limitation of liability

A business customer (B2B) or their installation contractor is obliged to inspect each piece of material before cutting or installation. If a visible defect is detected (e.g. scratches, colour deviation, damage), the material must not be installed and the Seller must be notified in writing without delay, no later than 8 days from receipt of the goods.
For consumers (B2C), the inspection of goods, time limits, and the assertion of non-conformity are governed by the applicable consumer protection legislation (ZVPot-1); these Terms do not limit those rights.

If the Buyer installs goods with visible defects, the goods are deemed to have been accepted in such condition. In such cases, the Seller does not cover the costs of dismantling and reinstallation or any other costs related to the replacement of the installed material.

The Seller does not assume liability for defects or damage resulting from:

improper installation or failure to follow installation instructions (including compliance with expansion gaps and proper ventilation and drainage of the substructure),
inadequate preparation or execution of the substructure or load-bearing structure (insufficient load-bearing capacity, insufficient or improper slope, water retention, excessive spacing between posts, supports, or battens, resulting in warping, settlement, or breakage of boards),
inappropriate substrates (e.g., fill material without proper compaction or other bases that do not ensure structural stability),
mechanical damage and overloading (impacts, dragging or dropping of objects, excessively heavy or point-loaded furniture, use of unsuitable pads or supports),
improper maintenance and cleaning (failure to remove dirt and organic matter, use of aggressive cleaning agents or high-pressure cleaners contrary to the Seller’s instructions stated in these general terms and in the warranty conditions published on the Seller’s website),

The above does not affect the statutory rights of consumers (B2C) relating to the non-conformity of goods with the contract insofar as it concerns the characteristics of the goods themselves.

12.3 Returns of goods when the customer changes their mind (goods without defects)

For purchases made in a physical store and for business customers (B2B), the return of faultless goods is generally not part of the standard procedure. Offers and quantities are prepared based on the actual measurements and needs of a specific project, therefore surplus goods intended for return are generally not anticipated. In such cases, the return of faultless goods is possible only with the Seller’s prior explicit consent and under the conditions set out below.

This clause applies to purchases where the customer was personally assisted in the Seller’s business premises prior to concluding the contract (regardless of the method of payment), as well as to business customers (B2B). With regard to consumers under contracts concluded at a distance or outside business premises, the right of withdrawal is governed by Section 4.1 of these terms and applicable consumer protection legislation; the provisions of this clause do not apply in such cases.

If the Seller exceptionally approves a return, it is possible only for goods from regular stock for which the same production batch is still available, and no later than 30 days from the date of purchase. Returns are not possible for factory-made-to-order goods, cut goods, or goods customized to the customer’s specifications.

Returned goods must be unused (not installed and not cut), clean, dry, free of mechanical damage and discoloration due to light exposure, and in the original, undamaged packaging suitable for resale. The Seller does not accept dirty, wet, damaged or visibly worn goods, or goods showing algae, mold, or other signs of outdoor exposure. The Seller does not provide cleaning services for returned goods.

Returns are possible only upon presentation of the original invoice and prior agreement with the Seller. Upon return, a receipt record is drawn up in the presence of a warehouse staff member; goods left without agreement and without a signed record are not considered a valid return.

If the Seller approves a return, they reserve the right to charge handling fees of up to 20% of the value of the returned goods. Transportation and all other costs related to the return are borne by the customer. This provision does not apply to consumers exercising their statutory right of withdrawal from contracts concluded at a distance or outside business premises; in such cases, the Seller does not charge handling fees or other compensation, except for the cost of returning the goods where such costs are borne by the consumer in accordance with the law.

12.4 Complaint Resolution Procedure

Complaint procedure: The customer must submit the complaint in writing (by email or registered mail) and attach a copy of the invoice, a brief description of the defect, and appropriate photographs or other evidence of the defect.

In cases where the installation was not carried out by the Seller or its contractual contractor (self-installation or installation by third parties), the customer must also attach sufficient photo documentation of the entire installation (overview of the entire surface, installation details, substructure, finishing profiles, etc.) to enable an assessment. If the customer fails to provide such documentation, the complaint is considered incomplete and will not be processed until supplemented. Based on the submitted documentation, the Seller will determine whether an on-site inspection is necessary; an on-site inspection is not mandatory if the documentation shows that the defect results from improper installation, failure to follow instructions, or improper use of the material.

Response time: including the required documentation from the previous paragraph. including the documentation required under the preceding paragraph.

Method of resolution: In the event of a justified complaint, the Seller will, at its discretion, provide repair, replacement of the product, or a refund of the purchase price, in accordance with applicable law and these General Terms and Conditions.

12.5 Relationship to Mandatory Consumer Protection Legislation

Notwithstanding the provisions of this chapter, in relation to consumers (B2C), mandatory provisions of applicable consumer protection legislation shall always apply directly in cases of non-conformity of goods and withdrawal from contracts concluded at a distance or outside business premises. The provisions of this chapter shall apply and be interpreted only to the extent that they do not exclude or limit the statutory rights of consumers; in the event of any inconsistency, the applicable mandatory consumer protection legislation shall prevail.

13.1 Order and Site Inspection

13.1 Ordering and viewing

The offer is prepared based on the information provided by the customer and applies only to the works and quantities expressly specified in the offer. The basis for placing the order is the payment of an advance according to the pro forma invoice following the installer’s site inspection or another written confirmation of the offer.

The installer’s site inspection is carried out upon the customer’s request. If the customer does not proceed with the installation after the inspection, the inspection will be charged (travel mileage and travel time) in accordance with the Seller’s valid price list.

13.2 Additional Works and Changes in Quantities

If, based on the site inspection or during the execution of the works, it becomes evident that additional works not originally foreseen are required, the Seller shall assess such works separately and submit a new offer to the customer. Additional works shall be carried out and invoiced only if confirmed by the customer in writing.

If, during execution, due to measurement tolerances, on-site adjustments or other technical circumstances, a different quantity of material than originally planned proves necessary (e.g. more pieces, longer lengths, etc.), the Seller reserves the right to supply the additional material and invoice according to the quantities actually installed, even if these exceed the quantities stated in the pro forma invoice. The customer undertakes to settle the difference.

If, after completion of the works, the customer does not sign the qualitative and quantitative acceptance report, but the material is evidently installed and the works completed, it shall be deemed that the customer agrees with the execution. In such case, the installer’s work report shall be considered a valid document for invoicing purposes.

13.3 Execution Deadlines and Additional Visits

The schedule for the execution of the works is agreed in advance by mutual consent. Due to the nature of the works (installation on outdoor surfaces), agreed dates may be affected by weather conditions (rain, snow, low temperatures, etc.), which may result in a postponement. Installation of WoodCore material is not suitable when the outside morning temperature is below 5 °C.

If, due to the customer’s requirements, the works specified in the offer cannot be completed without interruption and in a single visit, and an additional visit by the installer is required, the customer will be charged travel costs of EUR 0.43 per kilometre plus VAT and an hourly rate for transport time of EUR 12.00 plus VAT.

13.4 Conditions for work, cleaning and removal of residues

During installation, the customer shall provide water and electricity free of charge and ensure a safe area for storing goods and tools. Upon completion of the works, the contractor shall remove its tools and materials and perform basic cleaning of the site (sweeping the working area). The customer is responsible, at their own expense, for the removal of waste generated during the execution of the works (construction waste from third parties, soil, demolition debris, etc.). Removal of residual delivered materials (offcuts of boards, profiles, packaging) is not included in the price; such removal is chargeable unless expressly agreed otherwise with the customer.

The initial thorough cleaning of WoodCore surfaces after completion of installation (removal of construction dust, dirt residues, handprints, possible sealant traces, etc.) is not included in the installation price and is not part of the contractual obligations of the Seller or contractor. The customer shall arrange the first cleaning of the terrace, fence or façade if necessary. When cleaning, the customer must follow the WoodCore cleaning instructions set out in these General Terms and Conditions.

13.5 Final Settlement of Works

The final settlement of the works shall be carried out under the “unit price” clause, based on the quantities actually delivered or installed and the works actually performed, as recorded by the installer.

13.6 Quality of execution

This clause applies where the installation of WoodCore systems is carried out by the Seller or its contractual contractor. In cases of self-installation or installation by third parties, the Seller’s liability for the performance of the works is excluded and the limitations set out in clause 12.2 of these Terms shall apply.

The warranty for the performed works is 2 years from the completion of the works.

Where works are carried out on existing load-bearing structures (such as metal or wooden substructures, existing fences, balconies, walls, concrete retaining walls or façade substructures), the warranty for the performed works does not apply to the extent that it depends on the condition and load-bearing capacity of the existing structure. The contractor cannot foresee hidden defects of the existing structure (such as internal pipe corrosion, concrete porosity, cracks, weakened anchors) and shall not be liable for such defects or for any resulting damage (settlement, twisting, loosening of joints, structural failure).

When fastening WoodCore elements to existing metal structures (such as steel posts, metal frames or profiles), the load-bearing capacity of the base may be reduced due to hidden corrosion, reduced wall thickness of pipes or material porosity. This may result in loosening of screws, unstable joints or deformation of the structure. In such cases, the Seller and the installation contractor shall not be liable, as these hidden deficiencies cannot be reliably detected without destructive testing.

13.6.1 Specific Features in the Installation of Fences

In the installation of WoodCore fence systems, the customer is responsible for the adequacy and load-bearing capacity of the foundations, walls, posts and any other substructure to which the fence is attached, unless the Seller’s offer expressly states that the Seller assumes responsibility for the design and construction of the foundations or supporting structure. If necessary, the customer must engage a suitably qualified professional (e.g. a structural engineer) to verify the load-bearing capacity and suitability of the structure.

WoodCore fences are subject to wind loads, particularly in exposed locations, with higher fences and in designs with narrow or closed gaps between boards. The customer acknowledges that such fences act as wind barriers. The Seller and the installation contractor shall not be liable for damage to or collapse of the fence resulting from insufficient load-bearing capacity of the substructure or foundations, settlement of walls or posts, or extraordinary weather events (such as hurricane-force winds or storms).

When installing fences on existing walls, concrete retaining walls or other structures, the Seller and the installation contractor shall not be liable for cracks, chipping or other damage to the existing structure caused by drilling, fastening or wind loads acting on the new fence, if the existing structure was not designed for such loads.

The installation of higher, predominantly closed fences (with small gaps between boards) is not recommended in locations exposed to strong winds without appropriate structural assessment. If the customer insists on such a design despite the Seller’s warnings, it shall be deemed that the customer assumes the risk of potential damage to or collapse of the fence due to wind loads.

13.6.2 Specific Features in the Installation of Terraces

Bei der Ausführung von WoodCore-Terrassen ist der Käufer für die ordnungsgemäße Vorbereitung des Untergrunds verantwortlich, sofern im Angebot des Verkäufers nicht ausdrücklich angegeben ist, dass der Verkäufer auch die Herstellung des Untergrunds übernimmt.

Prior to installation, the customer must ensure a suitable and waterproof base (for example, a finished screed with proper waterproofing and slope towards drainage points). The Seller or installation contractor shall not be liable for water ingress, water retention, puddle formation or other damage resulting from inadequate waterproofing, incorrect slope of the base or improperly executed drainage.

The separation of the terrace from other materials (such as sand, soil, plantings or decorative gravel) shall be carried out by the customer, who must ensure proper drainage and ventilation beneath the boards and that the terrace structure is not in permanent contact with soil or standing water. Damage to WoodCore material or the substructure due to backfilling, constant contact with soil or prolonged moisture is not subject to claims.

WoodCore terraces are not designed to support vehicles, swimming pools, hot tubs, very heavy planters or other extraordinary point or surface loads, unless such load has been expressly confirmed in writing by the Seller or the structural designer. The Seller and the installation contractor shall not be liable for damage, settlement or deformation caused by overloading.

No elements that restrict the natural expansion and contraction of the boards (such as posts, canopy supports or additional structures) may be subsequently anchored or installed on an already completed terrace without prior removal and proper reinstallation of the boards. If the customer or a third party installs such elements without removing the boards, the Seller and the installation contractor shall not be liable for any resulting damage (warping, cracking, lifting of boards). Removal and reinstallation of boards due to subsequent modifications is a chargeable service.

13.6.3 Specific Features in the Installation of Façades

In the installation of WoodCore façade cladding, the installer of façade profiles does not assume responsibility for the design and load-bearing capacity of the building’s primary structure (such as thermal insulation, load-bearing walls, concrete structures, steel or wooden structural systems), unless expressly stated in the offer. The customer must ensure that the base or substructure for fixing the façade elements is structurally adequate and properly designed. If necessary, the customer must engage a designer or structural engineer. The Seller and the installation contractor shall not be liable for damage or deformation of the cladding resulting from settlement, cracks or insufficient load-bearing capacity of the primary structure.

The Seller and the installation contractor shall not be liable for water ingress into the building resulting from improperly executed roofing, gutters, flashings, window sills, balconies or other construction elements that are not part of the works specified in the Seller’s offer. The contractor is responsible for sealing and finishing details only to the extent expressly stated in the offer and performed within the scope of the order.

After completion of the façade installation, any subsequent interventions in the façade cladding or substructure (such as drilling, cutting, subsequent installation of air-conditioning units, canopies, fences, brackets, cables, etc.) are not permitted without prior written consent of the Seller or the designer. The warranty for the façade cladding does not apply to areas where such interventions have been carried out, nor to damage resulting from them.

For buildings or completed façade surfaces exposed to increased wind loads (such as taller buildings or exposed locations), the customer must ensure appropriate structural assessment and design in advance. The Seller and the installation contractor shall not be liable for damage to the façade system caused by extraordinary winds or inadequate structural design of the substructure.

14. Non-Payment and Collection Costs

In the event of late payment of an invoice, the Seller reserves the right to charge the customer statutory default interest in accordance with the applicable legislation.
If the customer fails to settle their obligations within the specified period even after receiving a written reminder, the Seller may initiate out-of-court debt collection through a third party or file a motion for judicial recovery (e.g. enforcement proceedings).
In such case, the customer shall reimburse all justified procedural costs, including court fees, costs of preparing enforcement proceedings and, where applicable, the costs of a lawyer or debt collection agency. In the case of a purchase by a consumer (natural person), such costs shall be charged only to the extent permitted by the Consumer Protection Act (ZVPot-1).

14.1 Right to Suspend Delivery and Performance

The Seller reserves the right to suspend the delivery of goods or the performance of works if the customer fails to pay the agreed advance or other due obligations.

14.2 Reminder Costs

In the event of failure to respond to payment reminders, the Seller reserves the right to charge administrative costs for written reminders in the amount of EUR 5.00 per reminder, but not exceeding the limit permitted under the Consumer Protection Act (ZVPot-1) in the case of natural persons.

15. Alternative Dispute Resolution for Consumer Disputes

The Seller does not recognize any provider of alternative consumer dispute resolution as competent to resolve a consumer dispute that may be initiated by a consumer in accordance with the Act on Alternative Resolution of Consumer Disputes (ZIsRPS).

A consumer may also initiate the resolution of any dispute arising from these General Terms and Conditions through the European Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr.

Version: 3.0
Effective as of 1. 1. 2026
These General Terms and Conditions apply to all orders and contracts concluded from the stated date onward. Previous versions of the General Terms and Conditions are available from the company upon request.