general information
If there are any aspects of your purchase or the service received that you are not entirely satisfied with, we have a designated aftercare team on hand to assist you. Our aim is to operate our customer service system as efficiently as possible to reduce any stress involved. So that we can respond quickly to any customer problems, our customer service department is an integral part of our business, working under the guidance, and company policies and procedures as set out by the company directors. What’s more, whichever member of our team starts to handle your problem or claim will see it through to completion, wherever possible.
We are a family run business who pride ourselves on both the quality of products and high-levels of service we offer, we try to deliver on our promise at every opportunity, however, from time-to-time things can unfortunately go wrong. We will handle any queries you may have friendly and professionally to ensure you receive fair and reasonable treatment, and whilst we understand it can be a stressful time during your project, we respectfully request that you also remain courteous during any communications whilst we work towards providing you with a resolution.
We operate a zero-tolerance policy for physical or verbal abuse, or aggressive behaviour towards any of our staff members, and including, but not limited to unreasonable demands. It will be at our individual staff members discretion if they categorise their treatment falls under our zero-tolerance policy and have the right to make the decision to terminate telephone calls or not respond to emails, without notice, and not permit any further contact.
How to make a complaint
Should you have any problems or need to make a claim under the guarantee, please contact our Customer Service Helpline on 01625 442 899, selecting option two when prompted, or email: [email protected]. If you send us an email, it would also be helpful if you attach pictures or a video of the problem, as well as internal and external pictures of the full product, as this will help us to solve the problem for you more easily.
What to expect
Following receipt of your query, we will aim to respond and / or offer a resolution within 1 – 2 business days. For more complex queries, this may take longer, however, we will keep you updated throughout the process.
During the handling of your complaint, we will ensure you will receive fair and reasonable treatment.
If replacement parts are required, for any stocked items they will be dispatched from our premisses the following working day. For non-stocked items, we will provide you with an expected dispatch date and aim to get them to you at the earliest opportunity.
If replacement components are required for any made to order products, there will be extended lead times for these items.
We only use reputable delivery services, and ones we have an existing working relationship with. From dispatch of any replacement parts, delivery times can range from 2 – 5 working days, depending on the delivery service and your location. We will not accept request for alternative delivery services other than the ones currently offered by Vufold.
For deliveries of replacement parts, we will only deliver under the same delivery terms as accepted with your original order. If you have arranged transportation of the goods to an alternative address, including but not limited to an address located outside of the UK, we will not accept liability for any forwarding costs.
From time to time, we may ask to visit your home to inspect the product(s). Naturally, this will be conducted in a professional and friendly manner, and by appointment with you. There will be an initial minimum charge of £250 depending on location before the visit can be arranged. If any manufacturing defects are found to be the sole cause of the problem, this payment will be refunded in full. However, if upon inspection by the representative, the warranty claim is deemed to have not been caused by a manufacturing defect, but is caused by insufficient maintenance, poor or incorrect installation or operation, the charge will not be refunded. In every case, our findings and recommendations will be provided to you in the form of a site visit report.
If you are experiencing a lock related issue and the doors are stuck in the locked position, there will be an initial minimum locksmith call out charge of £174 depending on location, and payable before the locksmith will attend. If upon inspection, a manufacturing anomaly is detected, then the charge will be refunded in full. However, if the lock issue is not caused by a manufacturing defect but is caused by damage, poor or incorrect installation or misaligned doors, the charge will not be refunded, and a report will be provided within 30 days after the inspection.
Important: For any agreed claim, our liability will be to replace any component parts in the same condition as originally supplied by us. This guarantee covers replacement of faulty parts only and does not cover incidental expenses. We will not be liable for any other losses incurred by our customers whether direct, indirect, or consequential, arising from any failure in the performance of our products or delays in supply.
Any resolution offered by Vufold and accepted by you, is in full and final settlement of the problem experienced.
Unhappy with the service received
We are confident that our customer support team will have done their utmost to ensure you have been treated fairly and reasonably during the complaint process, however, if you are unhappy with the handling of your complaint, and still require further assistance, it is company policy that you must notify us in writing by detailing your reason for the escalation. Please mark for the attention of the 'Aftercare Management Team', by post: Vufold Ltd, Queens Avenue, Macclesfield, SK10 2BN or email: [email protected]. To speed up the process, our preference for written communication is via email.
Following receipt of your request for escalation, a full investigation will be carried out by a senior staff member, and depending on the complexity of the case, you will receive a detailed response or request for additional information within three business days.
If you have not followed our complaints policy and procedure as set out above, and / or not adhered to our zero-tolerance policy, unfortunately we will be unable to assist you further.
HELP AND ADVICE
If you do need any further help or advice relating to our company policy and procedures, please see our terms and conditions, guarantee, about us and zero-tolerance policy webpages, or contact us; we’d be delighted to help.
We also have useful information available to assist you in our advice centre. Here you will find further guidance on what makes a brand trustworthy, bifold door installation and maintenance, front door installation and maintenance, and much more!