Shipping and Returns

Order placement

The Flowerail railing is made either based on the installation-site assessment and measurements provided by the customer, or based on the installation-site assessment and measurements taken by a technician during the measurement service. The railing is installed by a Flowerail installation technician.

The order start payment is shown on the order page for each railing ordered. The start payment is deducted from the final price of the railing.

After the order has been placed, an order confirmation is sent to the email address entered during purchase.

After payment, a Flowerail representative will contact the customer to clarify the order details and agree on a time for measurement or installation.

Before confirming the order, please make sure that the entered name, phone number, email address and installation-site address are correct. If the railing is ordered based on the customer’s own assessment and measurements, the customer must also make sure before confirming the order that the entered installation-site information and measurements are correct.

If manufacturing the railing or preparing the installation takes longer than usual, we will inform the customer as soon as possible.

Railing made based on the measurement service

If a Flowerail technician makes an error during the measurement service when assessing or measuring the installation site, and as a result the railing cannot be installed, the full amount paid by the customer will be refunded, including the measurement service fee and the start payment.

If the installation site allows the railing to be installed, but there is an error in the dimensions of the manufactured railing, Flowerail will correct the error as soon as possible and without applying any additional charges to the customer. The railing will be installed at a new time agreed with the customer.

Ensuring access during measurement

The customer must ensure that the measurement technician has access to the installation site at the agreed time.

Access is considered not to have been ensured, among other cases, if the customer:

has not arranged access for the technician;
has provided incorrect contact details and cannot be reached;
does not arrive at the agreed time;
does not notify Flowerail by phone at least one hour in advance that the agreed time needs to be changed.

If the measurement cannot be carried out because access has not been ensured, the customer must agree on a new paid measurement time with the technician if they still wish to use the measurement service. The fee paid for the first measurement visit will not be refunded.

Ensuring access during installation

The customer must ensure that the installation technician has access to the installation site at the agreed time.

Access is considered not to have been ensured, among other cases, if the customer:

has not arranged access for the technician;
has provided incorrect contact details and cannot be reached;
does not arrive at the agreed time;
does not notify Flowerail by phone at least one hour in advance that the agreed time needs to be changed.

If the customer does not ensure access for the first agreed installation time, a new installation time will be agreed at the customer’s request. No additional fee will be charged to the customer for failing to ensure access on the first occasion.

If the customer also fails to ensure access for the second agreed installation time, a new installation time will be agreed at the customer’s request, and an additional fee equal to the price of a measurement visit will be added to the final invoice.

Installation

Before installation, the installation technician checks whether the ordered railing is suitable for the selected installation site and whether its installation is technically possible.

If the installation site corresponds to the information provided in the order and to Flowerail’s installation requirements, the technician installs the railing and the remaining amount is invoiced to the customer.

If installation is not possible due to the information entered by the customer or due to the characteristics of the installation site, the solutions described below apply.

Unsuitability of a railing made based on the customer’s assessment and measurements

If the customer has ordered a Flowerail railing based on their own installation-site assessment and measurements, and it becomes clear during installation that the actual measurements or the characteristics of the installation site do not allow the railing to be installed in that location, the following standard solutions apply.

Installation may prove impossible, for example, if:

the railing does not fit between the window reveals;
there is no suitable place under the window frame on the window installation profile for fastening the mounting rails;
the load-bearing part of the exterior window sill flashing is smaller than indicated by the customer, so the railing support feet do not fit onto the load-bearing part of the flashing;
the slope angle of the exterior window sill flashing is too steep for installation;
the exterior window sill flashing is insufficiently supported underneath and bends dangerously.

Error in the measurements of the installation site

If the error concerns the width, depth or other measurements of the railing installation site used for manufacturing the railing, the installation technician may, at the customer’s request, take the correct measurements on site.

Based on the correct measurements, the customer can order a new railing by paying a new start payment. In this case, the customer does not have to pay separately for a measurement visit.

The railing manufactured based on incorrect measurements will not be left with the customer.

No suitable place for fastening the mounting rail

If the window installation profile does not have a suitable place for fastening the mounting rail, and the installation technician cannot correct this issue on site, installing the railing in that location is technically not possible.

In this case, the installation will not be carried out, the start payment will not be refunded, and the railing will not be left with the customer.

Slope angle too steep

If the slope angle of the exterior window sill flashing is significantly over 15 degrees and the railing’s working surface cannot be adjusted to a horizontal position using the support feet, or if the installation site is unsafe due to the slope angle, the railing will not be installed.

In this case, the start payment will not be refunded, and the railing will not be left with the customer.

Insufficiently supported exterior window sill flashing

If the exterior window sill flashing is insufficiently supported underneath and bends dangerously, there are two standard solutions.

The customer withdraws from the installation.

In this case, the railing will not be installed, the start payment will not be refunded, and the railing will not be left with the customer.

The area under the exterior window sill flashing is filled.

If this is technically possible, the installation technician may propose filling the area under the exterior window sill flashing as a paid agreed additional task. If the customer agrees to the work and its price, the agreed amount will be added to the final installation invoice. The railing will be installed after the area under the exterior window sill flashing has been properly filled.

By mutual agreement between the parties, a different solution suitable for both parties may also be agreed. If the proposed agreement is not acceptable to one of the parties, the standard solution for the relevant situation applies.

If an installed Flowerail must be removed due to an official requirement

If, after Flowerail has been installed, the customer receives an official requirement to remove the railing, Flowerail may buy back an undamaged railing at an agreed price.

The buyback price is agreed according to the condition of the railing, but it will not exceed the start payment paid for the first installation of the railing.

In the event of a buyback, Flowerail dismantles the railing. No separate fee is charged to the customer for dismantling.

Warranty period

The warranty period for the Flowerail railing, its installation and its parts is 2 years.

Defective railing or installation work

If a defect appears in the railing or installation work, please contact us as soon as possible at info@flowerail.com.

Describe the problem and, if possible, add photos. If the defect is due to a manufacturing fault or incorrect installation work, we will resolve the situation according to the nature of the defect and applicable requirements.