Returns and Complaints Policy
Last updated: 11 October 2026
Right of withdrawal for goods made to order
The fence elements (panels and posts) and the metal gates are produced after the order is confirmed — according to the model, colour, height and length you have chosen, and for gates according to the dimensions of your entrance. They are “goods made to the consumer's specifications” within the meaning of Article 2(4) of Directive 2011/83/EU: “non-prefabricated goods made on the basis of an individual choice of or decision by the consumer”.
Under Article 16(c) of Directive 2011/83/EU on consumer rights, and the national consumer laws that transpose it in every EU Member State, the right to withdraw from a distance contract within 14 days (Articles 9–15 of the Directive) does not apply to “the supply of goods made to the consumer's specifications or clearly personalised”. Therefore, once the quote has been confirmed and production has started, the order cannot be cancelled, and the elements produced and delivered cannot be returned.
An order through the website is a request: you owe nothing until you sign the contract. The contract comes once you have all the quotes — for the elements and transport and, if you requested it, for the installation (see the General Terms and Conditions, section 2).
Complaints
If the delivered elements are defective or do not match what was ordered, write to us at office@konkretline.ro or call +40 723 613 599 — as soon as possible after delivery, with the order number and photos. Please inspect the elements during unloading and notify us immediately of any visible damage.
Complaints are handled under the 15-year warranty (with a warranty card and a certificate of conformity) and the statutory guarantee of conformity of goods. If a complaint is justified, the element is replaced or repaired at our expense. The warranty applies provided the fence is not treated with unsuitable materials — for example oils or cement in the joints between the panels.
Consumer rights
This policy does not limit your statutory rights under the consumer protection law of your country. In the event of a dispute, you can contact the consumer protection authority in your country or an alternative dispute resolution (ADR) body; for a cross-border purchase, the European Consumer Centre in your country can also help. The ordering and payment terms are in the General Terms and Conditions, and delivery details are on the Delivery page.