Complaints
policy
Claims procedure and warranty terms for BKL Forge products.
Company name: BKL Group s.r.o. (trading as BKL Forge)
Registered office: Medvedzie 160/42, 027 44 Tvrdošín, Slovakia
Workshop: Areál G1, 027 44 Tvrdošín
Company ID: 51864045 | Tax ID: 2120815004
Claims: info@bklforge.eu | +421 908 440 838
Effective from: 1 January 2025
1. Warranty period
BKL Forge products carry a 24-month warranty from handover. The warranty begins on the date of collection or installation, whichever is later.
For B2B customers, the warranty period is 12 months unless agreed otherwise in the contract.
2. What the warranty covers
The warranty covers manufacturing defects arising during production:
- Material defects, such as cracking or breaking during normal use
- Defects in welded joints under normal load
- Finish defects, such as powder coating peeling under proper maintenance
- Construction defects affecting moving parts, such as hinges, locks or rails
3. What the warranty does not cover
- Normal wear — surface, gloss and patina caused by natural ageing
- Mechanical damage caused by impact, falling or improper use
- Corrosion caused by neglected maintenance of exterior products
- Damage caused by aggressive substances — chemicals, sea salt or industrial environments
- Damage caused by unprofessional installation or modification by a third party
- Aesthetic variations typical of handmade production — texture, colour tone and hammer marks
- Force majeure damage — flood, storm or frost
- Products modified by the customer (rewelding, grinding or reworking)
4. Claims procedure — step by step
01
Document the defect
Take photos or a video of the defect. More detailed documentation allows faster handling.
02
Contact us
Email info@bklforge.eu with the subject “Claim”. Include your name, handover date, description of the defect and photos.
03
Acknowledgement
Within 3 working days we will confirm receipt of the claim and provide information about the next steps.
04
Assessment
If necessary, we will request delivery of the product or visit the installation site. We will assess the claim within 30 days of submission.
05
Resolution
An accepted claim will be resolved by repair, replacement or a partial refund, depending on the defect and agreement with the Customer.
5. Ways of resolving a claim
- Repair — the Contractor repairs the defect free of charge
- Replacement — a replacement product is supplied for an irreparable defect
- Price reduction — by agreement where the defect does not affect functionality
- Refund — for a serious irreparable defect
The Contractor proposes the method of resolution. The Customer may propose another method where justified.
6. Costs related to a claim
- Delivery of the product to the Contractor for a claim is paid by the Customer.
- Return delivery of a repaired or replacement product is paid by the Contractor for an accepted claim.
- For an unfounded claim, the Contractor may charge travel costs for a visit to the customer.
7. Product maintenance — recommendations
Powder coating
- Wipe monthly with a damp cloth without abrasive products
- Exterior: treat once a year with car wax or a protective product
- Treat any coating damage with touch-up paint as soon as possible
Patinated surface
- Treat once a year with protective oil or special metal wax
- Patina is intentional — do not remove it by grinding
Stainless steel
- Wipe in the direction of the grain with a soft cloth
- Do not use steel wool or chlorine-based cleaners
- Treat once a year with a dedicated stainless-steel cleaner
Forged products
- Treat once a year with protective oil or beeswax
- Store in a dry place and protect from prolonged contact with water
8. Alternative dispute resolution
If you are not satisfied with the handling of a claim, you may use:
- Slovak Trade Inspection (SOI) — soi.sk, SOI Inspectorate for the Žilina Region, Predmestská 71, 011 79 Žilina
- EU online platform — ec.europa.eu/consumers/odr
BKL Group s.r.o. | Company ID: 51864045 | Medvedzie 160/42, 027 44 Tvrdošín | info@bklforge.eu | +421 908 440 838 | bklforge.eu