Customer service

Yes, we produce in Germany. We have a new plant in Klosterfelde (Brandenburg) and one in Bremen. This customer proximity has a positive influence on the development of products and customer support. Furthermore, quality awareness is strong in Germany. In addition, by purchasing one of our products, you are helping to secure jobs in Germany. We develop and produce infrared cabins, saunas, sauna houses, wellness cabins, carports, pavilions, terrace roofs, log houses, garden sheds, tool sheds, children's play equipment and pools in Germany and distribute them throughout Europe.

As a renewable natural building material, wood makes a major contribution to the environment. With the lowest production energy requirements, wood optimally combines ecological, building biology and economic advantages.

Before assembly, a quantity check should be carried out using the parts list. If something is actually missing or damaged, it must be complained about immediately so that a replacement can be delivered if necessary.

The serial number complaint form is enclosed with each product package. Please fill out the form carefully and send or fax it back to us.

In the event of a telephone complaint, the serial number and product name must be provided.

Even if you have any queries to the manufacturer, you should always refer to the parts list and the serial number. Once the house has been built, complaints relating to missing or damaged parts can no longer be accepted. Please also draw your customers' attention to this fact.

There is no reason for complaint in the case of colour changes, knots, resin galls, warping, non-continuous cracks or similar changes that are part of the natural properties of the wood.

Rough bung (flooring, roof boards) even allows knots, cracks and stains that have been knocked out in its quality. Tears on the underside as well as on the tongue and groove are to be accepted to a small extent if they have no influence on the installation result.

Distortion of the windows and doors is to be accepted as long as the function is guaranteed. If you have purchased a product with adjustable door suspensions, you will need to align the door by turning the hinges in and out, depending on the weather, in order to maintain the closing capability of your door.

Complaints caused by

• Improper foundations and foundations
• Assemblies not carried out in accordance with our assembly instructions
• Wind speed above force 7, natural disasters or other violent effects
• Snow loads over 75 kg/m²
• On-site changes to the house
• Failure to follow the care instructions and resulting deficiencies
• Insufficient care of the wood
• Faulty wood preservative coating
• Wood damage/discoloration due to insufficient ventilation

are not accepted.

For liability reasons, the goods must be deposited at the property boundary. Pack a sturdy package, which is best bundled at equal intervals using two or three (depending on the length of the goods) ropes or straps. In the transverse direction under the fabric, the original transverse supports should also be evenly spaced.