General Terms and Conditions of Sale

GENERAL PROVISIONS FOR THE OPERATION AND SALE OF GOODS

When it comes to WoodCore materials for patios, fences and facades, we understand that you are not just buying individual boards, but a complete system and a long-term solution for your home or building. Our guiding principle is that the material performs reliably and you feel safe and well informed when working with us.

The following general conditions are therefore set out in some detail. They are intended to describe clearly in advance what you can expect from us (warranties, support, delivery times, how to resolve complaints) and what we need from you to ensure the smooth running of the project (precise measurements, adherence to technical instructions, proper receipt and storage of materials).

With consumers (B2C), we always respect all their legal rights under the Consumer Protection Act (CPA-1). Should a problem arise, we will always first seek a practical solution and a fair agreement. The rights and obligations are described in more detail below.

AT A GLANCE FOR CONSUMERS (B2C)

In particular, you have the following rights as a consumer when you purchase WoodCore products from us:

- the legal right to claim for non-conformity of the goods (currently 2 years from delivery),
- 15-year commercial warranty on WoodCore boards, provided the conditions of the warranty and technical instructions are met,
- for distance contracts, the right of withdrawal under Art,
- the right to clear information about the material, how it is used, cleaned and maintained,
- the right to have any complaint treated seriously and within a reasonable time.

In return, we expect you to check the information in the quotation carefully before ordering (dimensions, quantities, colours), to follow the technical instructions when self-assembling, and to store and maintain the material properly.

The following terms and conditions specify these relationships for different situations (B2B, B2C, distance contracts, assembly, self-assembly).

1. General provisions

These General Terms and Conditions (hereinafter referred to as the "Terms and Conditions") apply to all offers, invoices, orders, contracts, sales and installation of products of ROKSAL d.o.o. (hereinafter referred to as the "Seller"), regardless of whether the contract is concluded remotely or at the Seller's business premises.

The Terms and Conditions govern the rights and obligations between the Seller and the Buyer ("Buyer") and form an integral part of any legal transaction between them, unless otherwise agreed in writing. The Conditions apply to both business (B2B) and consumer (B2C) buyers; individual clauses may expressly state that they apply only to business buyers.

A consumer (B2C) is a natural person who acquires or uses goods and services for purposes outside his or her professional or gainful activity. A business customer (B2B) is a legal person or a sole trader or other natural person who acquires goods or services for purposes related to his/her professional or gainful activity.

In addition to these terms and conditions, the mandatory provisions of the Consumer Protection Act (currently ZVPot-1) and other applicable regulations are always applicable in relation to consumers. In the event of any conflict between these Conditions and the mandatory provisions of consumer legislation, the statutory provisions shall prevail.

By placing an order, submitting an online form (including by ticking the box to agree to these Terms and Conditions), confirming an offer in writing or electronically, or paying in advance, the Buyer expressly acknowledges that he/she is aware of these Terms and Conditions and accepts them in full, irrespective of the method of conclusion of the contract.

1.1 Types of contract (distance and on-premises)

For the purposes of these Terms and Conditions, B2C contracts are divided into:

distance contracts and
contracts concluded on the seller's premises.

(1) A distance contract is a contract between a seller and a consumer which is concluded in the context of an organised distance selling system without the simultaneous physical presence of the parties, where the seller makes exclusive use of one or more means of distance communication (e.g. telephone, e-mail, online form) until the conclusion of the contract.

A distance contract is considered to have been concluded with the trader in particular when the consumer:

does not visit the Seller's premises in connection with a specific order; and
enquiries, preparation of quotations/ invoices, coordination of quantities and prices, acceptance of quotations and payment are carried out exclusively remotely.

(2) An on-premises contract is a contract where the consumer, before concluding the contract, personally visits the seller's business premises (e.g. a showroom or warehouse at Savska loka 21, 4000 Kranj), where:

Present the range in person (see samples, colours and profiles),
provide technical explanations and advice on use and installation; and
on this basis, the essential elements of the order (choice of materials, profiles, colours, quantities) are coordinated.

In such cases, the contract is deemed to have been concluded on the business premises, regardless of whether the consumer pays the purchase price on the premises or later by transferring it to the seller's transaction account (TRR).

A contract concluded on business premises is also considered to be a contract concluded at a distance if the consumer first contacts the seller remotely (e.g. by email or telephone), then comes to the seller's premises before concluding the contract, where key clarifications and coordination of the essential elements of the order are made, and finally accepts or pays for the contract remotely.

If there is any doubt as to whether the contract is a distance or on-premises contract, the specific case is assessed in accordance with the facts and the mandatory provisions of the Consumer Protection Act (CPA-1). If the CPA-1 provides for a more favourable regime for the consumer, the more favourable interpretation is applied.

1.2 Responsibility for data and tender verification

The Buyer shall be responsible for the accuracy of all information (dimensions, spacing, quantities, colours, etc.) on the basis of which the Seller prepares the quotation or invoice. The offer or invoice shall be made on the basis of the information provided by the Buyer or on the basis of information specifically agreed in writing between the parties. The Buyer is obliged to check this information carefully before confirming the offer or invoice.

If the Seller delivers the Goods corresponding to the information given in the offer or estimate confirmed by the Buyer, the Goods shall be deemed to have been delivered in accordance with the Contract, even if it subsequently turns out that the Goods do not correspond to the actual condition on the premises due to incorrectly measured spacings, different workmanship on the premises or other defects on the part of the Buyer. The Seller shall not be liable for any errors in calculations in so far as they arise from incorrect or incomplete information supplied by the Buyer. In such case, the Buyer shall bear the consequences (incorrect delivery, incorrect installation, additional costs, etc.) and shall not be entitled to a refund or replacement of the goods or additional free deliveries of materials. This provision is without prejudice to the Buyer's statutory rights in relation to the assertion of non-conformity of the goods and to the mandatory provisions of the Consumer Protection Act and the Code of Obligations.

1.3 Informative nature of tenders

All offers are for information only and are based on information provided by the buyer. Offers are not binding until the Buyer has expressly confirmed the order by prepayment or written confirmation.

1.4 Limitation of liability

For Business Buyers (B2B): the Seller shall not be liable for any indirect damages, lost profits, loss of reputation, loss of production or other consequential costs incurred by the Buyer as a result of a defect in the goods or delay in delivery. The Seller's total liability for damages shall be limited to the value of the goods delivered under each invoice, except in the case of intent 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 the mandatory regulations (ZVPot-1 and CC). The seller is not liable for damages caused by incorrect installation, non-observance of the instructions for use, improper maintenance or mechanical damage caused by the buyer or third parties.

1.5 Dispute resolution

The Parties shall endeavour to resolve any disputes amicably. If this is not possible, the in business-to-business (B2B) relationships the competent court for the settlement of disputes is the court at the registered office of ROKSAL d.o.o. In B2C relationships, the territorial jurisdiction of the court is determined in accordance with the applicable law and cannot be limited by these terms.

1.6 Validity of tenders

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

1.7 Confirmation of the offer

Offers are informative and based on the information received.
If you accept the offer, you confirm your acceptance by making the agreed advance payment. The confirmed offer will be considered as a contract.
By making payment, the Buyer expressly acknowledges that he/she is aware of the General Terms and Conditions published on the Seller's website and that he/she accepts them in full.
If you confirm your offer after the expiry of the option period, the offer shall be null and void and shall not be binding on the Seller, unless the Seller expressly confirms the validity and availability of the material.

1.8 Force Majeure

The Seller shall not be liable for delays in the delivery or performance of services resulting from force majeure, such as natural disasters, extreme weather conditions (including rain, wind, cold temperatures)strikes, fires, epidemics, war, disruption of transport or supplies of materials, etc. Force majeure shall also include sudden illness or inability to work on the part of the installers or key personnel necessary for the execution of the order. In the event of force majeure, the delivery or installation period shall be extended accordingly.
The party claiming force majeure must inform the other party without delay and take reasonable steps to mitigate the damage.

1.9 Use of subcontractors

The Seller reserves the right to subcontract the execution of the works as necessary. The Buyer agrees that the Seller shall be liable for any defects of subcontractors only within the scope of the General Conditions of Warranty and shall not be liable for damages in excess of this obligation.

1.10 Electronic communication

The Buyer agrees that all official communications, including offers, reminders, changes or notices, may be made by e-mail. Such communication shall have the same effect as if it were in writing.

1.11 Delays caused by the customer

In the event of delay in performance due to unpreparedness of the facility, lack of access, incorrect information or other circumstances on the part of the Buyer, the time for performance shall be extended accordingly and the Seller may be charged for any additional organisation, waiting or transport costs.

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 retailer provides technical instructions for installation, use, maintenance and cleaning. These instructions present in particular:
- the provisions of clauses 6 to 10 of these General Terms and Conditions; and
- more detailed instructions published for each product on the Seller's website (e.g. WPC patio, fence and facade pages), in the »FAQ« section and in the documents accompanying the quotation, invoice or delivery documentation.

The Customer shall be deemed to have been informed of the instructions when he has been given access to these documents (posting on the website, link or QR code in the quotation or invoice, email transmission). Compliance with these instructions is a condition for the validity of the commercial guarantee and for the exercise of claims relating to the installation, use, maintenance and cleaning of WoodCore materials.

If you encounter any uncertainties when reading the instructions or preparing your project, please contact us for further clarification; we are happy to help clarify technical issues before ordering or installation.

2. Colour shades

The boards have the colour added during the production process, and the shade may vary to some extent from batch to batch. WoodCore boards do not fade, but the colour may lighten slightly over time (up to approximately 10 %), which is a normal characteristic of the material. The sample shown and the goods supplied may therefore vary in pattern, tone, shade or colour due to the nature of the material. Such variations do not affect the usability or durability of the product and are not in themselves grounds for return or complaint.

Different profiles of the same shade are not necessarily from the same series, which means that the shade does not have to be exactly the same. For this reason, the combination of a 4,0 m and a 2,2 m length joint is not allowed, as the visual differences between the series may become even more pronounced.

3. Warranty and conformity of goods

WoodCore boards are guaranteed for a limited period of 15 years from the date of purchase and are only valid if used for the purpose and loads stated in the warranty card. As WoodCore profiles are used for different purposes, it is the buyer's responsibility to check with the seller how each profile is properly fixed. The guarantee is valid only in the case of installation carried out in accordance with the seller's instructions. The detailed WoodCore Warranty Terms and Conditions are published on the Seller's website and shall be deemed to form an integral part of these General Terms and Conditions; they are also available in written form on request of the Buyer.

The buyer is entitled to exercise voluntary 15-year-olds the Seller's commercial guarantee only on condition that all invoice obligations are settled in full no later than 30 days from the date of invoice or within the period stated on the invoice. The Seller's voluntary commercial guarantee may only be invoked if the Buyer has no outstanding and unpaid obligations towards the Seller. The Seller may withhold the performance of the guarantee interventions and other contractual benefits until the outstanding obligations have been settled.

In relation to consumers (B2C), this restriction is without prejudice to their statutory rights arising from the lack of conformity of the goods with the contract. Consumers have rights for non-conformity within the statutory period (currently 2 years from the delivery of the goods), irrespective of the commercial guarantee and payment terms, in accordance with the Consumer Protection Act. For consumers (B2C), the provisions of the applicable consumer law apply directly to non-conformity of goods.

This is without prejudice to any enforceable legal rights, where they exist.

3.1 Technical and visual properties of WoodCore WPC

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

The material has certain technical and visual properties and common occurrences due to the composition of the material, the effect of UV radiation, weather conditions and the way it is used. The occurrences listed below do not in themselves normally constitute a defect or non-conformity of the goods and are not normally the subject of a complaint or commercial guarantee, provided that the goods are nevertheless capable of normal use for their intended purpose. The foregoing is without prejudice to the statutory rights of consumers (B2C) in the event of actual non-conformity of the goods.

The usual technical characteristics and occurrences are in particular:

colour change: WoodCore WPC contains natural wood fibres and has colour added during the manufacturing process. Due to the influence of UV radiation and weather conditions, the colour may partially lighten (approximately 5-10 %) and stabilise over time after installation, although slight variations in shade between batches are possible. Such colour variations shall not affect the serviceability and life of the product and shall not be the subject of a complaint;
stretching and shrinking of the material: WPC boards naturally stretch and shrink with temperature changes. The stretching may be uneven. This is a normal occurrence and normal variations due to stretching are not subject to warranty or warranty claims. The purchaser must observe the prescribed expansion distances and installation instructions during installation; deformations resulting from failure to observe these instructions are not subject to complaint;
biological phenomena on the surface: the appearance of mould, algae, moss or lichens on the surface of the material is caused by environmental factors (moisture, shade, pollen, dirt) and by insufficient cleaning and maintenance as described in the cleaning instructions. Such occurrences do not constitute a defect in the material and are not subject to complaint.
Water stains and water drying marks on the surface: the evaporation of water and the mineral content of the water, such as limestone, can cause lighter or darker water stains, spots or visible drip marks on the surface of boards or cladding. These phenomena do not affect the mechanical properties of the material and do not in themselves constitute a defect or non-conformity of the goods and are not the subject of a complaint or warranty; in most cases they can be removed by appropriate cleaning in accordance with the manufacturer's or seller's instructions;
damage caused by improper use: WoodCore WPC boards are not resistant to heavy loads and impacts, so areas where heavy loads may occur need to be reinforced. Damage caused by overloading, impact, mechanical damage or inadequate underlayment is not covered by the warranty;
damage caused by freezing water: if water becomes trapped in the centre channels of the boards or sub-framework and freezes in winter, the board or sub-framework may crack; such damage is not covered by the warranty and is not subject to claim.

WPC boards naturally stretch and shrink with temperature changes. The stretching may be uneven. This is a normal occurrence and normal variations due to stretching are not subject to warranty or claim as stated above. Water stains, lighter or darker spots and drip marks may also appear on the surface of the material due to rain, snow, water spray or mineral content in the water such as limestone. These phenomena do not normally affect the mechanical properties of the material and do not in themselves constitute a defect in the material, provided that the goods can be used normally for their intended purpose. In the event of gaps or more pronounced visual changes, the buyer may adjust them himself or attempt to remove them by appropriate cleaning in accordance with the manufacturer's or seller's instructions. If the user wishes to have the spacing corrections carried out by our company, they shall be carried out as a chargeable service, the cost being determined individually according to the extent of the intervention and the location of the installation. The foregoing is without prejudice to the buyer's statutory rights in cases of non-conformity of the goods beyond the normal occurrences described in the use of WPC materials.

4. Ordering goods

In the case of the purchase of goods made to order (in particular goods which are not in stock with the Seller) or the purchase of cut goods which are manufactured or otherwise customised to the Buyer's exact specifications (e.g. custom board lengths, special combinations of elements for a particular object), the Buyer may not subsequently cancel the order. If the Buyer cancels the order and the execution of the order can no longer be stopped, the Buyer shall be charged for a proportionate share of the costs incurred in doing so (e.g. costs of ordering and delivering the material, cutting, preparing the 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 the legal right to withdraw from the contract without giving a reason within 14 days. Any returns of goods purchased on the business premises may only be made by prior written agreement with the Seller and subject to the conditions set out in Section 12.3 of these Terms and Conditions.

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

In relation to consumers (B2C) who enter into a distance contract with the seller (e.g. via a website or email), the restriction on the right of withdrawal referred to in paragraph 1 of this Article shall only apply in cases where the goods are made to the consumer's exact specifications or are clearly tailored to the consumer's personal needs, as constituted by an exception to the right of withdrawal under the applicable consumer protection law. In other cases, the right of withdrawal is regulated in point 4.1 of these Conditions.

4.1 Special provisions for consumers in distance contracts

This point applies when a consumer (a natural person who purchases goods for purposes outside his/her trade or profession) concludes a distance contract with the seller as defined in point 1.1 of these Conditions, for example via a 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 and Conditions apply and the Consumer does not, as a rule, have a 14-day right of withdrawal without cause, unless otherwise provided by law or otherwise expressly agreed in writing between the Seller and the Consumer.

4.1.1 Preliminary information

Before placing a distance order, the consumer shall be informed of the main characteristics of the goods, the final price, including taxes and any delivery charges, the method of payment and delivery, and any other information required by applicable consumer law.

The seller shall provide the consumer with this information in a clear and comprehensible manner, on an appropriate durable medium, for example in an offer or invoice sent by e-mail or on the seller's website.

4.1.2 The consumer's right of withdrawal from a distance contract

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

In the case of a contract of sale, the 14-day period starts on the day on which the consumer or a third party other than the carrier, appointed by the consumer, acquires actual possession of the goods. Where the subject-matter of the contract consists of several items of goods which are delivered separately, the time limit shall begin to run on the day on which the consumer acquires actual possession of the last item of goods.

In order to exercise the right of withdrawal, the consumer must send a clear written statement of withdrawal to the trader within the time limit, either by post or by email, stating his/her details, the invoice or offer number and the goods from which he/she is withdrawing. The consumer may, but is not obliged to, also use the withdrawal form if the seller provides it or publishes it on his website.

The consumer must return the goods to the trader within 14 days of the date on which the consumer informed the trader of the withdrawal from the contract. The return period is deemed to have been complied with 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 will refund to the Consumer all payments received without undue delay and no later than 14 days from the date of receipt of the notice of withdrawal. The trader may withhold the reimbursement of payments until the goods have been received back or the consumer has provided proof that he has sent the goods back, whichever is the earlier.

The trader shall return the payments received by the same means of payment as used by the consumer, unless the consumer expressly agrees to use another means of payment and the consumer does not incur any additional costs as a result. In the event of withdrawal, the Seller shall also reimburse to the Consumer the costs of delivery, at the rate of the cheapest usual method of delivery offered.

The consumer shall bear the direct costs of returning the goods, unless the seller expressly states otherwise in writing or has adequately informed the consumer of this obligation before the conclusion of the contract.

4.1.3 Exceptions to the right of withdrawal - customised goods

The right of withdrawal from a distance contract does not apply in cases where the subject-matter of the contract is goods made to the consumer's exact specifications or clearly tailored to his/her personal needs, and in other cases provided for as exceptions in the applicable consumer legislation.

For the Seller, customized goods are in particular goods, such as goods prepared for a specific object in specific lengths, combinations or sets, which the Seller does not keep as standard stock and cannot sell as standard goods to another buyer without additional intervention, re-cutting or significant scrap.

Due to batch production, WPC boards and other elements may vary in shades of colour and texture from batch to batch. When boards from a particular batch are cut to specific lengths or otherwise customised for a particular buyer, the seller is generally unable to incorporate them into subsequent orders from other buyers in such a way that the shades between the new and existing boards are consistent without disproportionate additional intervention. In such cases, the cut pieces cannot be considered as normal standard goods which could be returned to stock and resold without special adjustments.

In particular, the Seller considers custom-made goods to be cases such as, for example, specially prepared sets of fences, facades or terraces in which the individual elements are cut to specific lengths, spans, angles and heights for a particular building, combinations of short pieces for specific spans or specially prepared end mouldings, and load-bearing columns which are made in specific lengths or dimensions and are additionally treated or painted to the buyer's order.

For customised goods, once the order has been confirmed, i.e. after payment of the advance or written confirmation of the offer, cancellation of the order and return of the goods are not possible, except in the case of non-conformity of the goods in accordance with applicable law. In such cases, point 4 of these Conditions shall apply mutatis mutandis.

The specific circumstances of each case are taken into account when assessing whether an order constitutes a customised good within the meaning of consumer law. If the circumstances show that the goods are still suitable for resale as a standard product despite partial cutting or adjustments and can be incorporated into another order without particular difficulty, the consumer who has concluded a distance contract shall not be restricted in his right of withdrawal and may withdraw from the contract in accordance with point 4.1.2 of these Conditions.

4.1.4 Returned goods and write-downs

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

If the diminution in value of the goods is the result of conduct by the consumer which is not strictly necessary to establish the nature, characteristics and functioning of the goods, the consumer shall be liable for such diminution in value in accordance with applicable law. The Seller reserves the right to reduce the refund of the purchase price proportionately in the case of diminished value of the returned goods or to refuse the refund if the goods have become unfit for resale as new due to use, damage or dirt.

In assessing the condition of the returned goods, the criteria set out in point 12.3 of these Conditions, which governs the return of goods when the Buyer has changed his mind, shall apply mutatis mutandis, and the mandatory provisions of the Consumer Protection Act shall always apply in relation to consumers in distance contracts.

5. Collection and delivery

The provisions of this clause apply to all buyers, regardless of whether the contract is concluded at a distance, on the seller's premises or off-premises, unless expressly stated otherwise in the individual provisions.

The Buyer may collect the Goods in person at the Seller's warehouse or arrange for delivery to a location of his choice, in accordance with the provisions of the sub-clauses below. The Buyer shall, upon receipt of the Goods, inspect the Goods for quantity, visible quality and any obvious damage to the packaging or the Goods and shall immediately notify the Seller of any irregularities.

In relation to B2B Customers, the Goods shall be deemed to have been accepted without objection if the Buyer does not make a written or recorded complaint at the time of acceptance regarding the quantity or visible defects, except in the case of latent defects, which shall be subject to the time limits set out in clause 12.1 of these Conditions. In relation to consumers (B2C), this provision does not limit their statutory rights to assert the non-conformity of the goods with the contract, which becomes apparent at a later stage, within the time limits and in the manner provided for by the Consumer Protection Act (ZVPot-1) in force.

5.1 Personal collection (EXW parity)

In case of personal collection, the Buyer shall collect the goods at the Seller's warehouse at EXW parity, warehouse Savska Loka 21, 4000 Kranj. Upon receipt, the Seller's obligation to deliver shall be deemed to have been fulfilled when the Goods are ready for loading and made available to the Buyer at the Seller's warehouse.

The buyer loads the goods into his/her vehicle, either by him/herself or with the help of a warehouseman. The Buyer shall be responsible for the proper method of loading, securing and protecting the goods and for any deformation or damage during transport. This applies in particular to cases of twisting or breaking of boards due to inadequate support, overloading, too short a vehicle, improper lashing or loading on unsuitable vehicles.

Due to the length of the WPC profiles, which are most commonly 4.0 m and 5.8 m long, the goods must not be loaded on the roof of cars. The WPC boards must be supported along their entire length during transport, not just at individual points, otherwise permanent deformation or damage to the profiles may occur. Damage to the material caused by improper loading or transport is not subject to complaint and is not covered by the seller's warranty conditions.

Upon receipt of the goods, the Buyer is obliged to inspect the goods in terms of quantity and quality and to complain of any irregularities immediately upon receipt. For business (B2B) buyers, subsequently discovered quantity irregularities and visible defects cannot be claimed, except in the case of hidden defects, which are subject to the time limits set out in clause 12.1 of these Conditions. In relation to consumers (B2C), this provision shall not limit their statutory rights to claim for non-conformity of the goods.

If the Seller considers at the time of personal collection that the vehicle or the proposed method of loading does not allow the goods to be transported safely, for example due to the vehicle being too short, being loaded on the roof of a passenger car, inadequate support along the entire length of the profiles or inadequate lashing, the Seller reserves the right to refuse to load the goods. In such a case, the Seller may propose to the Buyer an alternative means of transport, such as the use of a trailer, van or delivery by the Seller's vehicle at an additional charge.

If the Goods have already been removed from the warehouse to the loading bay or partially loaded and have to be unloaded and returned to the warehouse due to an inadequate vehicle or loading method, the Seller shall be entitled to charge the Buyer the cost of additional unloading and reloading in accordance with clause 5.3 of these Conditions.

5.2 Delivery of goods (DAP parity)

For an appropriate surcharge, the Seller may arrange for the delivery of the Goods to the Buyer on DAP parity in accordance with the Seller's delivery schedule. Under DAP parity, the Seller shall deliver the Goods to the Buyer's agreed address, loaded on the vehicle. The Seller's obligation is discharged when the Goods are delivered to the agreed location and ready for unloading from the vehicle.

Unless otherwise agreed in writing with the Seller, the Buyer shall carry out the removal and delivery of the goods from the vehicle to the premises, either by itself or with the assistance of a person provided by the Buyer. The Buyer shall inspect the Goods for quantity and quality upon receipt and shall complain of any defects immediately upon receipt.

For Business (B2B) Customers, subsequently discovered quantity irregularities and visible defects shall not be subject to complaint, except in the case of hidden defects, which shall be subject to the time limits set out in clause 12.1 of these Conditions. In relation to consumers (B2C), this provision shall not limit their statutory rights to claim for non-conformity of the goods with the contract which becomes apparent at a later stage, within the time limits and in the manner provided for by the applicable consumer legislation.

In the event that the Business Buyer is not present at the time of delivery or fails to provide a person to collect the goods, the goods deposited at the agreed place by the delivery person shall be deemed to have been accepted without objection, except in the case of latent defects. This provision is without prejudice to the statutory rights of consumers (B2C), who are entitled by law to assert the non-conformity of the goods even after delivery.

The Seller offers two types of delivery, namely individual delivery and collection delivery. In the case of individual delivery, the delivery shall be made individually for each Buyer and the delivery date shall be agreed between the Buyer and the Seller, taking into account the Seller's own delivery schedule and logistical constraints.

In the case of aggregator delivery, the seller aggregates several orders on the same route in order to reduce the delivery cost for the buyer. Collector delivery is the cheaper option and represents an additional benefit for the buyer. In this type of delivery, the Seller cannot guarantee a specific delivery date. The delivery time for a bundle service is not predefined and depends on the number and distribution of other orders on the same route. By selecting the Collection Service, Buyer expressly agrees that the delivery date shall be determined unilaterally by Seller on the basis of Seller's delivery schedule and that such delivery method shall not in itself constitute a default by Seller.

If the Buyer wants delivery within a shorter or specific timeframe, he can choose individual delivery or personal collection at the Seller's warehouse when ordering. If the Buyer pays for the delivery and subsequently opts for personal collection, the Seller shall refund the delivery charge to the Buyer.

5.3 Non-receipt of goods ordered, storage and additional loading

In the event that the Seller does not have free warehouse capacity for the ordered goods or that the goods are already ready for collection or delivery, the Seller may, in writing or by e-mail, call upon the Buyer to collect the goods or to facilitate delivery no later than 8 calendar days from the date of receipt of the call.

If the Buyer fails to take delivery of the Goods or to allow delivery within this period without good reason, the Seller shall be entitled to charge the storage costs for the Goods. Storage shall be charged at a flat rate of EUR 10.00 + VAT per day for a purchase value of up to EUR 1,000.00 excluding VAT or EUR 20.00 + VAT per day for a purchase value of more than EUR 1,000.00 excluding VAT, provided that the total cost of storage shall not exceed 50 % of the net value of the goods concerned. The storage costs shall run from the expiry of the collection period referred to in the preceding paragraph until the goods are actually taken over.

If the goods have already been prepared for personal collection on the agreed date and the Buyer fails to collect the goods on the agreed date without at least one working day's notice, the Seller must re-place the goods in storage and re-prepare and re-load the goods at the time of subsequent collection. In such case, the Seller reserves the right to charge the cost of additional unloading and reloading.

The additional unloading and reloading charge is 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 shall be taken into account according to the information on the delivery note or order. The cost of additional unloading and reloading shall be invoiced to the Buyer upon actual receipt of the goods.

These provisions are without prejudice to any other rights of the Seller under the Civil Code, including the right to claim damages or to withdraw from the contract due to the Buyer's default, where the legal conditions for this are met.

6. Installation instructions

More detailed installation instructions for individual WoodCore systems (terraces, fences, facades) can be found on the seller's website under the individual product descriptions and/or in the »FAQ« section. It is the buyer's responsibility to check and follow these instructions before commencing installation.

Installation instructions are available on the website www.roksal.com. In case of any ambiguity, the Buyer is obliged to contact the Seller. We do not accept claims for cut, assembled or otherwise used goods, even in the case of visible defects. If you are not properly trained, assembly must be carried out by a professional. WoodCore WPC boards naturally expand and contract with temperature changes as detailed in section 3.1 of these General Conditions. The prescribed expansion spacing and installation instructions must be observed during installation. Installation of WoodCore is not suitable when the outside morning temperature is below 5 °C.

With regard to liability for installation defects and the consequences of incorrect installation, the provisions of Section 12.2 of these General Conditions shall apply.

7. Instructions for use

WoodCore boards are not resistant to heavy loads, scratches and impact, so areas where heavy loads may occur need to be reinforced. Narrow legs on patio chairs and tables are not recommended as they may damage the edges of the boards. Any pebble residues on the shoes may cause the floor covering to delaminate.

When moving furniture, use a suitable protective base, and apply dedicated protective felts to the legs of chairs, tables and other furniture to prevent permanent deformation and indentation of the floor covering. Remove any sharp objects that could mechanically damage the floor surface.

8. Maintenance instructions

WoodCore boards do not need painting or oiling. We do not have any approved coatings from the manufacturer.

In case of minor surface damage, the board can be sanded with 40 grit sandpaper. The shade may be different on this part for some time.

9. Cleaning

Regular cleaning and maintenance in accordance with these instructions is a condition for claiming the warranty. The Seller shall not be liable for damage, permanent stains, mould or changes to the material resulting from failure to clean regularly, from organic matter build-up or from the use of inappropriate cleaning agents.

9.1 Cleaning instructions

WoodCore WPC boards are made from a combination of wood fibres and plastic. The wood fibres are surrounded by the plastic part of the material, so mould and lichens generally remain on the surface and can be removed with proper cleaning.

Because WoodCore decking, fencing and facade boards are sanded on the visible side, they always have a fine dust (sanding dust and manufacturing dust residues) on the surface after delivery and installation. Whether the installation is carried out by the buyer or by the installer of the seller, the first thorough washing of the entire surface with a large quantity of clean water, if necessary several times in succession, shall be carried out after completion of the installation, in order to wash the dust and fine dirt completely off the surface and out of the joints.

If the first thorough washing after installation is not carried out and the abrasive dust remains on the surface, the first rainfall or watering may cause pronounced water spots and mottling as the water distributes the dust and dirt unevenly over the surface. Such mottling is the result of unremoved dirt and does not affect the mechanical properties of the material.

We recommend using sufficient clean water for regular cleaning to prevent the build-up of pollen, dust and other dirt and the subsequent growth of mould, moss, lichens or fungi. How often cleaning is necessary depends on the location and the load of the surface; surfaces under trees, in shade or where dirt accumulates more quickly should be cleaned more frequently, whenever they accumulate visible dirt or deposits.

Suitable cleaning agents can also be used if necessary. Aggressive cleaners should be used on a strictly targeted basis and always tested in a less visible place first. The use of a high-pressure cleaner for cleaning boards is also permitted, provided that the pressure is adjusted and the distance is sufficient to avoid mechanical damage to the surface or edges of the boards.

In the case of grease stains (e.g. oil or grease droplets on the patio), first try to remove the stain with a large amount of clean water. If the stain persists, use a suitable grease remover, always pre-tested on a less visible area, and rinse thoroughly with water after use, including a high-pressure cleaner if necessary. If the stain still cannot be completely removed, the problem area may be sanded locally with 40 grit sandpaper in the direction of the board structure. The shade may vary for a while at the sanding point; with time and weathering, the colour will usually partially even out.

When designing and installing, it is important to ensure that the slope and drainage are adequate so that water does not pool inside the profiles after rain or cleaning, but can drain away smoothly. When washing, do not direct the water jet directly into the open sections of the profiles or into the upper edges where water may be retained. Prolonged stagnation of water inside the profiles, especially in frost, may cause cracking or other damage to the material. Such damage shall not be covered by warranty or claim.

On surfaces exposed to sufficient rain, dirt tends to be washed away and any spots tend to become less visible over time. However, on protected surfaces or surfaces that are less exposed to rain (e.g. under eaves), cleaning should be carried out more frequently as the boards are not washed away by the rain. This is a normal phenomenon which does not affect the quality of the material and is not in itself the subject of a complaint.

9.2 Water stains and spots

Water stains and mottling on the surface of WPC materials are caused when water stops drying in certain places and deposits pollen and other fine dirt. This is a physical property of the wetting and drying process, not a defect in the material.

Water spots are most common:

at transitions between exposed and partially covered areas,
on the lower parts of facades and railings, where water drains more slowly and dirt is trapped,
on surfaces less exposed to rain and natural leaching.

If, after washing, there are still spots on the underside of the façade or railing, this means that not enough water was used and the dirt has stopped before the bottom edge of the board. In such a case, the cleaning should be repeated with a larger amount of clean water, so that the water flows repeatedly from the top over the bottom edge of the boards and the dirt is completely washed off the surface. The process should be repeated several times if necessary; the seller cannot guarantee the exact number of repetitions as this depends on the level of soiling, exposure to weather and the cleaning method.

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

Water stains and mottling caused by uneven wetting, drying or insufficient cleaning do not normally affect the quality or service life of the product and are therefore not in themselves the subject of a complaint, provided that they do not affect the mechanical functionality of the material. If you are unsure whether this is a normal occurrence or a possible non-conformity, you can contact us for further clarification and cleaning consultation.

In relation to consumers (B2C), the phenomena described in this Article (for example, water stains, spots and colour variations due to the way the goods are wetted, dried and cleaned) shall be considered to be part of the agreed characteristics of the goods, provided that these conditions and technical explanations were clearly and explicitly communicated to the consumer prior to the conclusion of the contract and were made available to the consumer in a durable medium (for example, in the quotation, the invoice, the warranty card or the attachment to an electronic message).

10. Storage

Store the boards in a dry and airy place, on a level and clean surface, before installation. In the event of improper storage, no claim will be accepted.

11. Commitments from the buyer

By accepting these General Terms and Conditions, the Buyer agrees that the Seller may take photographs of the installed WoodCore solutions (patios, fences, facades, etc.) which do not identify natural persons or other personal data of the Buyer (e.g. license plates, house numbers, etc.).The Buyer may, at any time, indicate that he does not wish to have photographs of his property published, in which case the Seller will remove the photographs from its publications within a reasonable period of time, insofar as the respective platforms technically allow this. For the publication of photographs in which natural persons are identifiable, the Seller will obtain the prior express written consent of such persons.

12. Refunds and complaints

We understand that buying WoodCore materials for your patio, fence or facade is a significant investment. Our aim is to resolve any errors or discrepancies clearly and correctly. Below is a description of how we handle returns and complaints so that expectations are clear on both sides and procedures are as transparent as possible. We always respect consumers' legal deadlines and rights in the event of non-conformity.

12.1 Rreclamation, guarantee and invoice dispute

The voluntary commercial guarantee and other contractual benefits may be invoked only if all invoice obligations are settled in full within 30 days of the invoice date or within the period stated on the invoice. Subsequent payments shall not allow the reassertion of commercial warranty rights for supplies or services already provided. This limitation is without prejudice to the statutory rights of consumers (B2C) in respect of non-conformity of goods.

If the Buyer objects to the amount of the invoice, the Buyer must send a written objection no later than 8 days after receipt of the invoice. After this period, the Buyer shall be deemed to have accepted the invoice. Business (B2B) buyers are obliged to report hidden defects in writing to the seller no later than 8 days from the day on which the defect is discovered or, with ordinary care, should have been discovered. After this period, it is no longer possible for commercial buyers to make a complaint, unless otherwise expressly agreed in writing by the Seller and the Buyer. For consumers (B2C), the provisions of the applicable consumer law apply as regards the time limits and the way in which non-conformity of goods can be invoked.

Complaints to visible defects (for example, scratches, chips, visible damage, marked colour variations or other defects which a reasonable buyer would be able to observe by normal inspection of the goods before installation), no longer possible after installation. The Buyer is obliged to inspect the Goods before installation and, in the event of any visible defects, to wait until installation has taken place and to notify the Seller of any defects without delay.

Complaints are not justified to the extent that the non-conformity of the goods is due to improper use, incorrect assembly or negligent handling of the goods not in accordance with the seller's or manufacturer's instructions.
This provision is without prejudice to the right of the Buyer, in particular the Consumer (B2C), to assert, within the statutory time limits, the non-conformity of the Goods due to latent defects which were not detectable on normal inspection prior to installation, in accordance with the applicable law and the remaining provisions of these General Terms and Conditions.

12.2 Pre-installation inspection, self-assembly and limitation of liability

The Business-to-Business (B2B) customer or its installation contractor is obliged to inspect each piece of material before cutting or installation. If he/she notices any visible defect (e.g. scratches, colour variations, damage), he/she shall not install the material and shall inform the Seller in writing without delay and at the latest within 8 days of receipt of the goods.
Consumers (B2C) are subject to the provisions of the applicable consumer law (CPRP-1) regarding the inspection of goods, time limits and the enforcement of non-conformity of goods; these conditions do not limit these rights.

If the Buyer installs the Goods with visible defects, the Buyer shall be deemed to have accepted the Goods in such condition. In such a case, the Seller shall not bear the costs of dismantling and reassembly or any other costs related to the replacement of the installed material.

The Seller accepts no liability for defects or damage resulting from:

unprofessional installation or failure to follow the installation instructions (including consideration of expansion joints and adequate ventilation and drainage of the substructure),
inadequate preparation or construction of the substructure or supporting structure (insufficient supporting structure, too low or inadequate slope, water retention, excessive spacing of columns, beams or substructure battens, resulting in twisting, settling or breaking of the boards),
inadequate substrates (e.g. embankments without adequate consolidation or other substrates that do not ensure the stability of the structure),
mechanical damage and overloading (impact, objects being dragged or dropped, furniture that is too heavy or point-loaded, use of unsuitable stands),
improper maintenance and cleaning (failure to remove dirt and organic material, use of aggressive cleaners or high-pressure cleaners contrary to the Seller's instructions as stated in these General Terms and Conditions and in the warranty conditions published on the Seller's website).

This is without prejudice to consumers' (B2C) statutory rights arising from the non-conformity of goods with the contract in so far as it relates to the characteristics of the goods themselves.

12.3 Returns of goods when the buyer changes his mind (goods without defect)

For purchases made in a physical shop and for business-to-business (B2B) customers, the return of faultless goods is not normally part of the normal procedure. Offers and quantities are made according to the actual measurements and needs of each facility, and as a rule, no excess returns are foreseen. In such cases, the return of faultless goods is only possible with the prior express agreement of the Seller and subject to the conditions set out below.

This clause applies to purchases where the Buyer has been dealt with in person at the Seller's business premises (irrespective of the method of payment) prior to the conclusion of the contract, and to B2B purchasers. With respect to consumers in distance or off-premises contracts, the rules set out in clause 4.1 of these Terms and Conditions and the applicable consumer law shall apply with respect to withdrawal from the contract; the provisions of this clause shall not apply in such cases.

If the trader grants a refund, this is exceptionally only for goods from regular stock, for which the same batch is still available, and within 30 days of the date of purchase. Returns are not possible for goods made to order from the factory, cut goods or goods made to the Buyer's specifications.

Returned goods must be unused (unmounted and uncut), clean, dry, free from mechanical damage and discolouration due to exposure to light, and in their original, undamaged packaging, suitable for resale. The Seller will not accept back goods which are dirty, wet, damaged or visibly worn or which have algae, mould or other signs of external exposure. The Seller does not provide a cleaning service for returned goods.

Refunds are possible only on presentation of the original invoice and with the prior agreement of the seller. A receipt note shall be drawn up in the presence of the storekeeper at the time of the return; arbitrarily deposited goods without agreement and without a signed receipt note shall not be considered a valid return.

If the Seller accepts the return, the Seller reserves the right to charge handling costs up to 20 % of the value of the returned goods. Transport and all other costs associated with the return shall be borne by the Buyer. This provision does not apply to consumers exercising their statutory right of withdrawal from a distance or off-premises contract; in such cases, the Seller shall not charge the consumer handling charges or other charges, except for the cost of returning the goods where these costs are legally borne by the consumer.

12.4 Complaints Procedure

Complaint procedure:The Buyer must submit the complaint in writing (e-mail or registered mail), enclosing a copy of the invoice, a brief description of the defect and relevant photographs or other evidence of the defect.

In cases where the installation has not been carried out by the Seller or its contractor (self-installation or third-party installation), the Buyer must also attach to the complaint sufficient photo-documentation of the entire installation (inspection of the entire surface, installation details, substructure, finishing profiles, etc.) from which the condition can be assessed. If the Buyer fails to provide such documentation, the complaint shall be deemed incomplete and shall not be considered until it has been completed. On the basis of the documentation received, the Seller shall assess whether an on-site visit is necessary; an on-site visit is not mandatory if it is clear from the documentation that the defect is due to incorrect installation, non-observance of instructions or incorrect use of the material.

Deadline: The Seller will decide whether the complaint is justified and the Buyer will be informed of the decision within 14 days of receipt of a complete complaint, including the documentation required under the preceding paragraph.

How to resolve the complaint: in the event of a justified complaint, the Seller will, at its option, repair, replace or refund the purchase price, in accordance with applicable law and these General Terms and Conditions.

12.5 Relationship to the coercive provisions of consumer law

Notwithstanding the provisions of this Chapter, the mandatory provisions of the applicable consumer law shall always apply directly to consumers (B2C) in respect of non-conformity of goods and withdrawal from distance or off-premises contracts. The provisions of this Chapter shall be applied and interpreted only to the extent that they do not exclude or restrict the legal rights of consumers; in the event of conflict, the applicable consumer law shall prevail.

13. Construction services

13.1 Ordering and viewing

The offer shall be made on the basis of the information provided by the Buyer and shall apply only to the works and quantities expressly mentioned in the offer. The basis for the order shall be the receipt of an advance payment in accordance with the invoice after the installer's inspection or other written confirmation of the offer.

The installer's visit is carried out on the basis of the customer's order. If the Buyer does not order the installation after the visit, the visit shall be charged (mileage and transport hours) according to the Seller's current price list.

13.2 Additional works and changes in quantities

If, after the inspection or during the execution of the work, it becomes apparent that additional work not originally foreseen is required, the seller will evaluate this work separately and provide the buyer with a new quotation. The additional work shall only be carried out and invoiced if the Buyer has agreed to it in writing.

If, during the course of performance, due to measurement tolerances, adjustments to the installation or other technical circumstances, it becomes necessary to use different quantities of material from those specified (e.g. more pieces, longer lengths, etc.), the Seller reserves the right to supply additional material and to invoice for the quantities actually installed, even if they exceed the quantities specified in the estimate. The Buyer undertakes to pay the difference.

If the Buyer does not sign the Quality and Quantity Acceptance Form upon completion of the works, but the materials are clearly installed and the works are completed, the Buyer shall be deemed to have accepted the execution of the works. In such a case, the installer's report on the execution of the works shall be considered as a valid invoicing document.

13.3 Implementation dates and additional visits

The timetable for the execution of the works shall be fixed by mutual agreement in advance. Due to the nature of the work (installation on external surfaces), the agreed dates may be affected by weather conditions (rain, snow, low temperatures, etc.), which may cause a delay in the execution of the work. Installation of WoodCore is not suitable when the outside morning temperature is below 5 °C.

If, due to the Buyer's requirements, the work specified in the offer cannot be completed smoothly and in one piece and an additional arrival of the installer is required, the Buyer shall be charged a mileage rate of EUR 0.43/km + VAT and an hourly rate for the time spent on transport of EUR 12.00 + VAT.

13.4 Conditions for work, cleaning and removal of residues

The Buyer is obliged to provide water and electricity free of charge for the duration of the installation, as well as a safe place for the storage of goods and tools. The Contractor shall remove its tools and materials and clean the site (sweeping of the work area) after completion of the works. The Buyer shall be responsible for the removal of any waste arising during the works (construction waste from third-party contractors, soil, demolition material, etc.) at its own expense. The removal of scrap materials (offcuts of boards, profiles, packaging) is not included in the price; the removal of scrap materials is chargeable, unless otherwise expressly agreed with the Buyer.

The first thorough cleaning of WoodCore surfaces after completion of the installation (removal of construction dust, dirt residues, hand prints, possible traces of sealants, etc.) is not included in the installation price and is not part of the contractual work of the Seller or the Contractor. The Buyer shall, if necessary, arrange for the first cleaning of the terrace, railing or façade. When cleaning, the Buyer shall follow the cleaning instructions for WoodCore material set out in these General Conditions.

13.5 Accounting for the Works

The final invoice for the works shall be made on the basis of the "unit price" clause, on the basis of the quantities actually delivered or installed and the work actually carried out, as per the installer's inventory.

13.6 Quality of execution

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

The warranty period for the work carried out is 2 years from the completion of the work.

In the case of works on existing load-bearing structures (for example, metal or timber substructures, existing fences, balconies, brickwork, concrete trusses or façade substructures), the performance guarantee does not apply to the extent that the work depends on the condition and load-bearing capacity of the existing structure. The Contractor cannot foresee hidden defects in the existing structure (e.g. internal corrosion of pipes, porosity of concrete, cracks, weakness of anchorages) and shall not be liable for such defects and consequential damage (settlement, twisting, loosening of joints, collapse of the structure).

When attaching WoodCore elements to existing metal structures (e.g. steel columns, metal frames or profiles), the load-bearing capacity of the substrate may be weakened due to hidden corrosion, thinned pipe walls or porosity of the material. This may cause loosening of bolts, loose joints or deformation of the structure. The seller and the installer shall not be liable for such cases, as these hidden defects cannot be reliably identified without destructive intervention.

13.6.1 Specific features in the construction of fences

In the construction of WoodCore fencing systems, the Buyer shall be responsible for the adequacy and load-bearing capacity of the foundations, walls, posts and other substructure to which the fence is attached, unless the Seller's quotation expressly states that the Seller is also responsible for the design and construction of the foundations or substructure. If necessary, the buyer shall engage a suitably qualified expert (e.g. a structural engineer) to verify the load-bearing capacity and suitability of the structure.

WoodCore fences are subject to wind loads, especially in open areas, taller fences and designs with smaller or closed board spacing. The customer is aware that such fences act as wind barriers. The Seller and the installer shall not be liable for any damage to or collapse of the fence resulting from inadequate load-bearing capacity of the substructure or foundation, settlement of the walls or posts, or extreme weather events (e.g. hurricane winds, storms).

When erecting fences on existing masonry, concrete trusses or other structures, the Seller and the erector shall not be liable for cracks, chips or other damage to the existing structure caused by drilling, screwing or wind action on the new fence if the existing structure was not designed for such loads.

The installation of taller, predominantly closed enclosures (with small board spacings) is not recommended on high wind sites without proper static assessment. If the buyer insists on such a design despite the seller's warnings, the buyer shall be deemed to assume the risk of possible damage or collapse of the fence due to wind loads.

13.6.2 Specific features in the design of terraces

In the case of WoodCore decking, the Buyer is responsible for the proper preparation of the subfloor, unless the Seller's quotation expressly states that the Seller is also responsible for the subfloor.

The Buyer shall ensure that a suitable and watertight substrate (e.g. finished screed with adequate waterproofing and slope towards drains) is in place prior to commencement of the installation. The Seller or the installer shall not be liable for any waterlogging, water retention, puddling or other damage resulting from inadequate waterproofing, incorrect substrate slope or incorrectly installed drains.

The demarcation of the terrace with other materials (e.g. sand, soil, planting, decorative gravel) shall be carried out by the buyer and it is the buyer's responsibility to ensure that drainage and ventilation is provided under the planks and that the terrace structure is not in permanent contact with the ground or standing water. Damage to the WoodCore material or substructure due to backfilling, permanent contact with the ground or prolonged dampness is not subject to complaint.

WoodCore Decking is not designed to support vehicles, swimming pools, hot tubs, very heavy potted plants or other abnormal point and surface loads unless such loads are specifically approved in writing by the Seller or structural designer. The Seller and the installer shall not be liable for any damage, settlement or deformation resulting from overloading.

Elements that impede the expansion and contraction of the boards (e.g. bollards, canopy posts, additional structures) shall not be anchored or installed on an existing terrace without first dismantling and properly reassembling the boards. In cases where the Buyer or a third party retrofits such elements to an existing terrace without dismantling the boards, the Seller and the installer shall not be liable for any consequential damage (twisting, cracking, lifting of the boards). The dismantling and reinstallation of the boards as a result of such retrofitting shall be a chargeable service.

13.6.3 Special features in the construction of facades

In the case of WoodCore facade cladding, the installer of the facade profiles shall not be responsible for the design and load-bearing capacity of the underlying structure of the building (e.g. thermal insulation, load-bearing masonry, concrete structures, load-bearing steel or timber systems), unless expressly stated in the tender. The purchaser shall ensure that the substructure or substructure for fixing the façade elements is structurally sound and properly designed. If necessary, the Buyer shall engage a designer or structural engineer to do so. The Seller and the installer shall not be liable for any damage or deformation of the cladding resulting from settlement, cracking or insufficient load-bearing capacity of the substructure.

The Seller and the installer shall not be liable for any waterlogging of the building resulting from improperly constructed roof, gutters, flashings, window sills, balconies or other building elements not part of the Seller's quotation. The Contractor shall be liable for sealing and finishes only to the extent expressly stated in the tender and performed as part of the contract.

After the façade has been installed, any subsequent interference with the façade cladding or substructure (e.g. drilling, cutting, retrofitting of air-conditioning units, canopies, fences, beams, cables, etc.) shall not be permitted without the prior written consent of the Seller or the Designer. The façade cladding guarantee shall not apply to areas where such interventions have been carried out, nor to damage resulting from such interventions.

For buildings or finished façade surfaces subject to high wind loads (e.g. taller buildings, open areas), the buyer must first ensure that an appropriate structural assessment and design solution is provided. The Seller and the installer shall not be liable for damage to the façade system caused by extreme winds or inadequate structural design of the substructure.

14. Non-payment and recovery costs

In the event of late payment of the invoice, the Seller reserves the right to charge the Buyer statutory default interest, in accordance with applicable law.

If the Buyer still fails to pay within the given time limit after a written reminder, the Seller may: launch out-of-court recovery via a third party, or lodge an application for judicial recovery (e.g. enforcement).

In such a case, the Buyer is obliged to reimburse all eligible legal costsincluding court fees, the costs of preparing the enforcement and, if necessary, the costs of a lawyer or a debt collection agency.

In the case of a purchase by a consumer (natural person), these costs will 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 the goods or the execution of the works in the event of non-payment by the Buyer of the agreed advance payment or other due obligations.

14.2 Cost of reminders

In the event of non-response to requests for payment, the Seller reserves the right to charge the administrative costs of the written reminder at the rate of € 5.00 per reminder, but not more than to the extent permitted under the provisions of the Consumer Protection Act-1 in the case of natural persons.

15. Out-of-court settlement of consumer disputes

The Seller does not recognise any out-of-court consumer dispute resolution provider as competent to resolve a consumer dispute that a consumer may have under the Act on Out-of-Court Settlement of Consumer Disputes (OCCS).

The consumer may also initiate a dispute arising out of these General Terms and Conditions through the European Online Consumer Dispute Resolution Platform (ODRP), which can be accessed at https://ec.europa.eu/consumers/odr.

Version: 3.0
Valid from: 1. 1. 2026
These General Terms and Conditions apply to all orders and contracts concluded from that date onwards. Earlier versions of the General Terms and Conditions are available from the Company on request.