ALUKOV a.s. Claims Policy

This claims policy has been established in accordance with applicable laws and applies to products manufactured or offered by ALUKOV a.s. for which a claim is made during the warranty period.

The seller provides a warranty for the product for the duration specified in months. The warranty covers material defects, functional defects, or defects that occurred during manufacturing and affect its functionality.

The seller provides Basic Warranty Terms or Extended Warranty Terms. Detailed information is stated in the Warranty Certificate or in the contract appendix Warranty Terms.

Exclusions from the warranty:

• defects caused by improper use of the item, mechanical damage, wear and tear, abrasion and scratching of moving mechanical parts of the enclosure (e.g. rails), defects caused by using unsuitable cleaning agents and abrasive tools.
• defects arising in connection with improper and low-quality site preparation and unstable geological substrate, particularly water ingress under rails and front walls caused by incorrect slope around the pool, hot tub, or terrace. Also, water ingress between the house facade and the wall-mounted rail in case of extremely uneven or coarse facade. Sealable tolerance is up to ±5 mm over 2 m of facade length and grain coarseness up to 3 mm. For facades with deep relief or cladding (e.g., interlocking paneling or coarsely jointed bricks), where the level difference exceeds the limit, watertightness cannot be guaranteed.
• water ingress between enclosure segments during extreme wind and rain, caused by exceeding material properties of sealing profiles.
• damage caused by unqualified installation done by untrained workers.
• color changes on untreated profiles. Uncoated aluminum surfaces naturally oxidize, resulting in darkening or lightening—specifically on profile cuts.
• oxidation of raw stainless steel and aluminum components (fasteners) due to exceeding recommended water pH (other than 7.2–7.6) and chlorine levels over 0.6 mg/l.
• occasional penetration of small debris, dust, mold, algae, and plants into polycarbonate panel cells through drainage holes.
• condensation inside polycarbonate panel chambers or on inner surfaces of panels, segments, and front walls.
• profile deformation due to freezing condensation inside chambers during winter pool heating.
• damage caused by rough handling.
• non-standard environmental conditions, such as algae or mold in profile joints or drainage holes.
• normal wear and replacement of consumables. Consumables include parts commonly replaced due to function and nature (e.g., sealing MPVC, EPDM foils, brushes, roller wheels, locks, hinges, safety elements, etc.).
• damage caused by natural disasters (snow > 5 cm, winds > 90 km/h, hailstones > 2 cm and > 20 m/s, etc.) or failure to follow winter care guidelines, including damage from falling snow from roofs or third-party impact (applies to Basic Warranty models).
• damage from natural forces (snow > 15 cm, hail > 2 cm at > 20 m/s, winds > 100 km/h), or violation of winter use guidelines, including damage from falling snow from structures or third-party damage (applies to Extended Warranty models).
• contact of polycarbonate sheets with chemicals (see User Manual recommendations).
• scratches or abrasions on polycarbonate sheets.
• exposing polycarbonate sheets to heat or reshaping them thermally.

Claims are void if the buyer fails to follow this policy or the User Manual. Warranty is void if unauthorized modifications or repairs are made outside the production facility or warranty conditions are violated.

General Conditions

Warranty is provided by ALUKOV a.s. under the terms specified in the Warranty Terms.

The warranty period starts on the date of handover to the buyer. A Handover Protocol is issued either in writing with the User Manual or sent electronically upon signing on a tablet.

The buyer agrees that due to the nature of the product, minor aesthetic changes may occur after repairs which do not affect the overall quality or functionality.

In the event of a warranty claim, ALUKOV a.s. proceeds according to the following terms:

• Approved claims regarding removable defects will be resolved via professional repair, without prejudice to legal rights under Act No. 89/2012 Coll., Civil Code.
• The buyer must claim a defect immediately after it appears. The defect must be reported in writing and delivered to the manufacturer by post or provably via email. Contact for claims:
  
  ALUKOV a.s.
  Orel 18, 538 21 Slatiňany
  Tel/fax: 469 681 488
  Email: info@alukov.cz
  
  
• The buyer must specify the defect, its manifestation, and the type of claim.
• A qualified representative will assess the validity and type of defect and notify the buyer. If the buyer disagrees, they may write to the sales director or consult a legal expert.
• Post-warranty repairs (including structural, transportation, or installation costs) are at the buyer’s expense.
• Repairs will be done as soon as possible to minimize disruption. However, delays may occur due to supplier lead times or unsuitable weather conditions.
• Warranty repairs must be performed only by ALUKOV a.s. employees or trained partner technicians.
• If the buyer receives the product later than required, the warranty still starts from the original due date. If goods or parts are replaced, the warranty restarts from the new handover date.
• Claims must be accompanied by the Handover Protocol with the product serial number.
• Rights under warranty expire if the claim is not submitted during the warranty period in a verifiable, written form.

ALUKOV a.s.
1 January 2021