FAQs - frequently asked questions about the warranty
What is the difference between a statutory warranty and a guarantee?
There is an important difference between statutory warranty and guarantee.
With delivery and installation, you always receive the right to a statutory warranty within 24 months. This means that if there is a problem within the first 24 months, a check will be carried out to determine whether it is a warranty case. Your weinor Top Partner will carry out this check.
A guarantee, on the other hand, is a voluntary service - usually provided by the manufacturer. There are no standardised legal requirements here. Our weinor Top Partner guarantee covers a period of 7 years. If your weinor Top Partner has offered you such a guarantee and it is registered, your Top Partner will have weinor check whether there is a guarantee case after the statutory guarantee period has expired.
What are the conditions for the weinor guarantee?
The guarantee only applies if you use your product privately and have registered it.
Can I claim the guarantee if I have not purchased from a weinor Top Partner?
No, the guarantee can only be issued via a designated weinor Top Partner.
How can I register my product?
You can activate the guarantee via our registration form. Click here to register.
If you do not want to or cannot register the guarantee yourself, your weinor Top Partner can also do this for you. Due to the data protection guidelines, he will need a power of attorney or a declaration of consent. You can find a template for this here.
When will I receive my registration confirmation?
The guarantee confirmation will be sent to your weinor Top Partner at the earliest 21 days after invoicing. Therefore, please be patient. If you still have not received confirmation after some time, please contact your weinor Top Partner. They may be able to give you an answer directly or contact weinor for clarification.
I get the error message "Registration is not possible". What does this mean?
The guarantee can only be activated within a specified period. If you have missed the deadline, you have the option of contacting your weinor Top Partner. They can apply for subsequent registration with us. Whether a subsequent registration is required will be decided on a case-by-case basis.
What exceptions are included in the weinor guarantee?
Wear parts (e.g. WGM ropes, light sources, heating tubes), defects caused by improper operation, improper use, lack of care and maintenance of weinor products in accordance with the maintenance and operating instructions supplied with the products are not covered by the warranty.
Also excluded from the guarantee are defects in the product due to transport damage for which weinor is not responsible, as well as defects in the product due to improper installation and assembly, undervoltage and overvoltage or electromagnetic interference.
Damage caused by filiform corrosion is also excluded. This is damage to the paintwork that can be caused by salty, humid air in coastal regions, for example.
What does my warranty not protect against?
Not everything that appears to be a defect is really a warranty claim. The guarantee does not apply here: cosmetic defects, for example folds in the fabric, deviations in colour and design that are customary in the industry as well as weather-related discolouration or cracking and running noises. The guidelines for the assessment of ready-made awning fabrics can be found here: https://itrs-ev.com/downloads/#Richtlinien, information on the limits of ready-made technology here: https://www.weinor.com/service/limits-of-the-manufacturing-technology/.
Why are my maintenance and operating instructions so important?
Many products require special care and handling. For example, an awning must be retracted when it rains and vertical shading must not be used in frosty weather. You should therefore always follow the instructions in your maintenance and operating instructions.
What do I do in the event of a complaint?
If you, as a private user, have a problem that you believe is covered by the guarantee, always contact your weinor Top Partner - in writing. They will forward your complaint to the manufacturer, i.e. to weinor. Although you receive the 7-year guarantee from us as the manufacturer, the complaints procedure is always via your weinor Top Partner. The reason for this is that weinor always needs technical and structural information to assess the situation, which only the specialist dealer can provide. weinor will clarify whether it is actually a warranty claim. You will also receive this feedback from your weinor Top Partner.
In which case does my warranty expire?
It goes without saying that you would like to receive a quick remedy in the event of a defect. However, please bear in mind: If the defect occurs during the warranty period and if replacement parts are then installed, the work is not carried out by a weinor Top Partner or is carried out incorrectly, any warranty claim will be invalidated.