Guidelines for complaint handling

The industry guidelines for complaint handling apply to the extent that no other conditions have been agreed upon when supplying and laying wooden floors, or where special supplier conditions exist.

Complaint

Deficiencies in products and in the execution of floors are eligible for warranty to the extent that:

  • The materials supplied are not as agreed or of good quality, e.g. according to the supplier's product data sheet or product sample.
  • The work has not been performed as agreed upon by the client's instruction or professionally correct, eg. according to the supplier's installation instructions.

Missing

Lack of the delivered floor products, which is due, for example, to transport damages or production defects should be promptly returned and replaced or replaced.

Lack of deliveries, eg. In the form of too small a quantity, error delivery etc., must be pointed out to the supplier without delay and remedied. Reception of overt error delivery should be rejected.

Defects in the execution of floors in the form of beauty faults or failures that lie beyond the applicable outcome requirements and appearance criteria should be pointed out and, as a starting point, remedied by the floor layman.

Conditions that have a background in ordinary wear and tear, insufficient or defective maintenance, water or moisture damage, physical damage during use, overload in relation to the normal use of the floor or other negligence in the use of the floor are not a deficiency and thus not warrantable.

Complaint

Complaints must be made to the person who has delivered and executed the floor and immediately after the defect has been detected.

To deal with a complaint, the following must be stated as far as possible:

  • Floor type, wood type, surface treatment and dimensions, documented in the form of invoice, back label (photo) and package ID.
  • Delivery and installation time
  • Documentation of temperature, humidity and wood moisture at the time of installation, eg. in the form of the floor planner's KS report (quality assurance report).
  • Documentation that the defect is due to deviations from the applicable installation instructions, product sheet or defective execution, preferably attached to true photo documentation.

For the assessment of flaws and failures, please refer to TRÆfakta 04 Wooden floors - Assessment criteria for appearance and failure.

Remedy

Supplier and floor planner have the right and duty to remedy proven deficiencies due to their circumstances.

Complaints and remedies may be regulated by agreement entered into on works and supplies in accordance with AB92 or AB-Consumer.

Where there is no agreement on works and supplies, the general provisions of Danish law apply.

Visual assessment guidelines

Evaluation of floor surfaces for visual beauty defects must be done by ordinary daylight.

The floors are considered by candlelight, at normal eye level (about 160 cm above the floor surface) and at an angle of approx. 45 degrees.

Flaws that are not visible in the given viewing mode or which can only be observed under particular light conditions or from particular viewing angles, or which are only seen after they are pointed out, will not normally be considered as a defect.

Tungsten

Where it is not possible to establish daylight, or where the room has only artificial light, the assessment is done by this lighting.

Recommended artificial light for assessment of surfaces

Recommended luminaire, color temperature and brightness

  • Luminaires that ensure even light distribution, ie. without point light or direction.
  • 5000-5600 Kelvin
  • 1100-2000 Lux
  • Halogen light must not be used as it is directional.