Return Policy

PRODUCT WARRANTY

When you purchase a product from Offset Living Solutions (here and after OLS) you can be assured it was designed and constructed with a high-quality standard of workmanship and consistent with our company values and policies. Customer satisfaction is our most important goal; therefore, OLS is ready to provide one with the following warranty:

BUILDING STRUCTURE

All OLS products come with a 5-year manufacturer's warranty for the building structure if it was constructed by us. This warranty replacement of any defective component parts affecting the structural integrity of the building if it was assembled by the OLS team.

WINDOW & DOOR

OLS provides a 1-year warranty for hinged parts of the building, such as doors and windows. We undertake to replace the faulty parts free of charge provided that:

o The product has not been misused or carelessly handled (accidental damage).
o The product has not been subjected to extreme weather conditions also to heat or low temperatures, impact, industrial emissions, chemicals or abrasives other than would be

used for normal cleaning purposes.
o Repairs have not been attempted by people other than our own workers.

PRODUCT KIT

Once the building is acquired in KIT and is not constructed by OLS team, we will replace the defective part(s), if the Buyer will meet these terms:

o The Buyer shall inspect the quality, quantity and range of the Products or their parts at the moment of acceptance of Products. The Buyer must notify OLS of any shortcomings regarding the quality, quantity or range of Products or their parts which could not be identified at the time of acceptance of Product(s), sending us an e-mail within 5 (five) days from the receipt of Products.

o Products accepted shall be considered as meeting the requirements regarding their quality, quantity and (or) range, if no remarks on any relevant nonconformities are made by the Buyer in the bill of lading (CMR) or if the Buyer fails to notify OLS of nonconformity of actual quality, quantity and (or) range of Goods with parameters specified in the order or accompanying document in cases provided for and within the period established in the paragraph 1. hereof.

o If during collection of Products from the carrier it is found that Products or pallets of prefabricated Products are damaged or some parts are missing, the Buyer, shall put remarks in the bill of lading (CMR) or refusing to accept the Products, shall issue a certificate of breaches and inform OLS thereof on the same day. OLS shall have the right to refuse to compensate for a loss incurred by the Buyer due to reasons indicated in the present paragraph hereof if in cases provided for in the present paragraph the Products are accepted without OLS consent.

Component parts should be found to be defective within this period, however, it does not cover misuse, accidental or weather damage once product is being assembled or after one was built.

After the Product KIT is being delivered to the customer's indicated destination, it is mandatory to store the pallet(s) in a dry storage space/warehouse until the product assembly. Warranty is not valid, if this condition was not complied with.

Important topics as a must do to keep the product in good condition and maintain the warranty.

Treat the wood from outside e.g. with REMMERS HK stain or an oil based primer/preserver following the manufacturers guidelines and timeline to re-apply to make the wood more resistant to moisture, fungus, mould etc.
Ventilation - can prevent mould growth.
Do not leave damp or wet things like towels, bathing suits etc. in the wooden structure.
Adjust the stainless steel bands at least two times a year to let the wood swell and shrink.
Make sure the foundation is leveled
No improper use.
Failure by the end user to follow OLS product use & maintenance instructions will invalidate the manufacturer's warranty.

OTHER CONDITIONS

The Buyer should note, that due to the nature of wood, some shrinkage and shape change is normal, and some cracks and knot holes as well as resin may appear over time due to changes in temperature and moisture. These are classed as visual imperfections, a natural process of timber over time. Since change in appearance is not affecting the structural integrity of the building, it shall not be accepted as a valid reason for claim against our warranty.

Warranty is not valid, if maintenance of product was not followed (Please read carefully and follow OLS instructions of the acquired product on its usage and maintenance beforehand):

Foundation
Foundation for our products needs to be prepared following qualified builder’s or an engineer’s recommendations meeting exact location’s landscape and ground conditions. Foundation must be firm and even, not changing its properties over a time and thus ensuring proper product placing. If the foundation changes its shape, it may affect the structural integrity of the building and/or result in twisted doors/windows, etc.

Exterior Protection
Wind, rain and sunlight will deteriorate the exterior of timber over time. It is vital your building be re-treated every one to three years, depending upon the instructions of your chosen treatment or preservative. Failure to do so can cause swelling, checking & shrinking of exposed timber & finishing such as window trims, windows & doors.

Product ventilation, inside treatment and regular maintenance Necessary information needed to report for a claim:

Name
Product Code
The Order No.
Description of the claim (specify exact positions from the product)
In case of transport damages – copies of the signed shipping documents should always be attached to transport damage
Photo

Warranty obligations shall not apply if:

assembly instructions were not followed;

If the Item is purchased and delivered unassembled, the product was assembled by Purchaser’s staff or contracted staff who are not certified employees of OLS. In case the Purchaser hires third parties for such assembly work, then upon the Seller's request, the Purchaser undertakes to submit such contracts to the Seller.
The pre-built products during loading and unloading are subjected to heavy force, which may require adjusting the hinges of the door(s) / window(s) after the product is placed in its intended final place. This consequence will not be considered as a valid reason for warranty repair.

Also, the warranty shall not cover:

1. Peculiarities of wood as natural material:

Wood cracks after assembling the Item.

Wood movement and its consequences for example gaps in walls, changes in the Item shape.
Molds on wood.
Wooden details containing whole branches that do not endanger the stability of the item’s.

2. Consequences of extreme (unusual) weather conditions (water can get inside the wall in case of a heavy rain, roof shingles damages of strong wind).

3. When the Item bought by the purchaser is used not in accordance with their direct purpose or when malfunctions have been caused by non-compliance with the Seller’s instructions.

4. If the Item bought by the purchaser were disassembled, any of their components were replaced, or the Item were otherwise altered not by the Seller, the Items were repaired by the Purchaser or by third parties.

5. Natural wear and tear of the material and the Item used.

6. Changes caused by atmospheric influences of the environment. Wood is a natural construction material. Before processing, timber would be dried up to 18 % of residual moisture content. Timber’s moisture content can change because of different atmospheric conditions such as rain, freezing cold or heat, causing wood structure altering. It could also affect the use of doors and windows. Below are some crucial features as following:

Wood can crack during the drying process. It does not mean worsen quality therefore the warranty is not applied. When the humidity increases, chaps will disappear.
A couple of weeks after the construction work, wooden details will undergo adaptation for new conditions. If necessary, the door has to be fixed once more. Ultraviolet rays (solar rays) can cause a change of wood coloring.

The Seller refuses to provide warranty services in events listed above and the Seller is entitled to offer elimination of failures of the items sold by the Seller based on non-warranty and post-warranty service conditions.

7. In all events, when the warranty period has expired, or when products during the warranty period were damaged intentionally by third parties or due to the Purchaser‘s fault, or by willful actions of the same persons, the Seller in individual cases and by prior arrangement may provide non- warranty and post- warranty repair services at the Purchaser‘s request, payable in accordance with the rates set by the Seller, or under a separate agreement on non- warranty and post- warranty servicing of the items’ concluded between the parties.

8. The Purchaser shall pay for the services rendered and expenses incurred before collecting the product, except otherwise stated in the agreement.

The characteristics for determining non- warranty service shall be established by the Seller.

Parts within the buildings i.e. heaters & grills are subject to their manufacturer’s warranty.

Refusal of Delivery:

If you refuse or are unable to take delivery without prior notification, you are responsible for any subsequent delivery costs.
The customer is expected to inform the company if they anticipate refusal or inability to accept the delivery.

Restocking Fees:

Products are subject to a restocking fee if cancelled or refused after dispatch.
If uncertain, customers should contact the company directly for clarification.

Key Points:

Customers should be aware of the potential costs associated with refusing or canceling an order after dispatch.
Communication with the company is essential to understand any restocking fees that may apply.

Cancellation of Order:

Cancellation requests should be made in writing to sales@offsetlivingsolutions.com.
If the order has not been dispatched, cancellation can be immediate.
If dispatched, confirmation from the delivering company is needed for recall before confirming cancellation.
If delivery is attempted before cancellation confirmation, customers are advised to reject the delivery.

Return of Goods:

To return goods due to a change of mind, customers should notify the company in writing.
Unopened and merchantable condition goods can be returned to a designated address.
Alternatively, the company can arrange to collect the goods, but this may incur carriage and restocking fees.
Once goods leave the premises, any cancellation is considered a return and may be subject to fees.

Faulty Goods:

If received goods are faulty, customers should send images of the faults/damages and a list of affected parts via email.
The company will contact the customer to arrange a suitable resolution, following the terms and conditions.

Damaged Goods on Delivery:

Customers are advised not to accept delivery if they have doubts about the goods' condition.
Signing the delivery paperwork signifies acceptance of acceptable conditions.
Customers are entitled to refuse delivery with the courier if the goods are damaged in transit.
If accepted, customers should clearly mark the paperwork as damaged and send images of the damage to sales@offsetlivingsolutions.com.