10 Years Functionality Guarantee Policy

 

Effective / Start date: 18 September 2024

Company: Casen Doors (“we”, “us”, “our”)

Products covered: Wooden doors, metal doors, canopies, and any hardware supplied by us (together, “Products”)

1) What this Guarantee covers (Functionality Only)

We provide a 10-year functionality guarantee covering functional defects that occur under normal use and are caused by the Product itself (“Functional Defect”).

A Functional Defect means the Product cannot perform its intended function, for example:

• a door cannot be opened/closed normally due to a product fault;
• a door cannot latch/lock/unlock due to a product fault;
• hardware supplied by us fails under normal use due to a manufacturing defect;
• a canopy becomes unusable due to a manufacturing defect (not due to external impact or environmental damage).

If a valid claim is accepted, we will provide a repair or replacement (at our discretion) to restore functionality.

2) Guarantee start date (when the 10 years begins)

This guarantee applies to Products supplied on or after 18 September 2024 and runs for 10 years from:

• Supply-only orders: the delivery date shown on our proof of delivery; or
• Supply + fit orders: the installation completion date recorded by Casen Doors. 

3) Order types and what we will do

A) Supply-Only Orders

If a claim is accepted within the guarantee period, we will supply the replacement part(s) or replacement Product as appropriate and ship it to the customer’s address.

Supply-only note: installation/removal, labour, access equipment, and any third-party costs are not included unless we confirm otherwise in writing.

B) Supply + Fit Orders

If a claim is accepted within the guarantee period, we will supply the replacement part(s) or replacement Product and, where applicable, arrange fitting in line with the workmanship cover below.

4) Workmanship cover (Supply + Fit only)

For supply + fit orders, we provide a 6-month workmanship warranty from the installation completion date. This covers installation-related issues such as adjustment, alignment, fixing, sealing, and installation-related functional problems.

After 6 months:

• call-outs, adjustments, and works may be chargeable, depending on the cause and site conditions; and
• if the issue is confirmed to be a Product functional defect (not workmanship), the 10-year functionality guarantee still applies to the Product.

5) Smart Lock and electronic devices guarantee (separate coverage)

Where a smart lock or any other electronic device is supplied by Casen Doors, it is covered by a 1-year functionality guarantee from:

• the delivery date (supply-only), or
• the installation completion date (supply + fit).

If a valid claim is accepted within that 1-year period, we will provide a replacement or other appropriate remedy at our discretion to restore functionality. After 1 year, any replacement, parts, or service will be chargeable, subject to availability and our then-current pricing.

6) Wooden doors – bowing and thermal movement (important clarification)

Wood is a natural material and can expand/contract with temperature and humidity. Minor movement, including some bowing/warping, can occur and is not automatically a defect.

We use a steel reinforcement structure in our wooden doors. For wooden doors:

• Not covered: cosmetic or minor bowing/warping that does not prevent normal use.
• Covered (functionality basis): bowing/warping will be considered for remedy only where it causes the door to be non-functional, for example the door cannot be locked / latches cannot engage, or the door cannot be used as intended.

Where a remedy is appropriate, we may first attempt adjustment/repair before replacement, depending on the cause and severity.

7) Basic maintenance required

This guarantee is conditional on basic maintenance and proper care, including (where applicable):

• periodic hinge/lock lubrication and adjustment;
• keeping drainage paths/thresholds clear and free from debris;
• routine cleaning suitable for the product materials;
• protecting products from prolonged water exposure and avoiding harsh chemicals;
• ensuring internal environmental conditions are reasonable (e.g., avoiding extreme humidity where possible).

Failure to carry out basic maintenance may limit or void coverage where it materially contributes to the issue.

8) What is not covered (Exclusions)

This guarantee does not cover:

• Finishes and aesthetics, including paint, coating, staining, colour variation, natural grain characteristics, minor surface marks, scratches, dents, and normal wear and tear.
• Damage caused by misuse, abuse, negligence, forced entry, accidental impact, or vandalism.
• Issues caused by improper installation by anyone other than Casen Doors (supply-only orders) or site conditions outside our control.
• Building/structure issues: movement, subsidence, settlement, damp, water ingress, incorrect openings, uneven floors/walls, or poor site preparation.
• Lack of maintenance or failure to follow care guidance.
• Environmental extremes: flood, fire, storm damage, salt corrosion (unless specified for marine-grade use), chemical exposure, or other force majeure events.
• Modifications or repairs by third parties without our written approval.
• Routine service items and adjustments expected over time (unless within the 6-month workmanship period for supply + fit).

9) Replacement model availability

Where replacement is required, we may supply the nearest equivalent model (including equivalent specifications and performance) if the original model, design, finish, or component has been discontinued or is no longer available.

 

10) Remedy limits (what we pay for)

If a claim is accepted, our responsibility is limited to supplying replacement part(s) or a replacement Product (or repair) to restore functionality.

Unless agreed in writing, we do not cover:

• decorating/repainting/recoating, making good, or associated building works;
• third-party labour costs (supply-only);
• access equipment costs (scaffolding, cranes), parking permits, or restricted-site costs;
• indirect or consequential losses (e.g., loss of rent, loss of profit, hotel costs).

11) How to make a claim

To make a claim, please provide:

• order number and delivery/installation date;
• clear photos/videos showing the issue (close-up + full view);
• a description of how/when the issue occurs;
• installation details (for supply-only: installer name and date), and maintenance details if relevant.

We may request further evidence, provide troubleshooting steps, or arrange an inspection.

12) Transferability

This guarantee applies to the original purchaser at the original installation address unless we confirm transfer in writing.

13) Geographic scope

We support claims for UK and worldwide orders. For international claims, shipping times/cost allocations and local labour arrangements may vary and will be confirmed case-by-case.

14) Legal rights

This guarantee is provided in addition to, and does not affect, your statutory rights. If you are a consumer in the UK, your rights under the Consumer Rights Act 2015 remain in place.

15) Governing law

This policy is governed by the laws of England and Wales, unless mandatory local consumer laws apply.