Returns and Complaints Policy

Last updated: 4 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 order” within the meaning of § 13, item 33 of the Supplementary Provisions of the Consumer Protection Act (CPA): goods that are not prefabricated but are made on the basis of an individual choice or decision of the consumer.

Under Art. 57, item 3 of the CPA, the provisions on the right to withdraw from a distance contract within 14 days (Art. 50–56 CPA) do not apply to contracts “for the supply of goods made to the consumer's order or according to his individual requirements”. 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.

Until the quote is confirmed you owe nothing: an order through the website is a request, and the obligation to pay arises when the quote is confirmed (when the contract is concluded).

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 rights under the CPA. In the event of a dispute, you can contact the Commission for Consumer Protection (KZP, kzp.bg). The ordering and payment terms are in the General Terms and Conditions; delivery — on the Delivery page.