Warranty

Dear Customer! We are pleased you have chosen our eco-friendly garden house!

Bertilo provides a 2 year warranty on the construction and build quality of its garden houses, taking into account the following terms, tips and recommendations. Defective parts will be replaced free of charge during the warranty period. Costs associated with installation will not be covered. Prerequisites for warranty claims are the original purchase receipt, packing list, and assembly instructions.  

Transport damages

The warranty does not cover the following:

• Incorrect storage prior to assembly (and thus exposing the parts to adverse weather conditions).
• Defective elements that would have been detectable prior to installation and treatment, but have now been installed/treated.
• Incorrect or insufficient foundation.
• Damage due to the wrong fixings, installations and rebuilding.
• Wrong, unprofessional or insufficient roof covering
• Ignoring the steps described in the assembly instructions.
• Changes to the construction.
• Snow load limit not taken into account.
• Damage caused by high wind speed or natural disasters and other effects.
• Normal humidity circumstances such as condensation on window panes or in the corners of the garden shed (staining or mould formation). This can be avoided by additional heating or ventilation systems.
• Moisture damages caused by installing the building too close to another building or other objects such as a solid fence, plants or thick hedge etc.
• Wood damage/discoloration of the wood due to insufficient ventilation.
• Failure or insufficient care of the wood (e.g., wrong impregnation, ignoring the wood preserver manufacturer instructions, etc.)
• Naturally occurring wood properties i.e. knots, resin pockets etc.
• Due to its structure, wood shrinks or swells by a few mm in thickness, width and lengthwise depending on the initial moisture content, especially in the first season after assembly. This is a characteristic property of the wood and therefore isn't covered.
• Optical damage caused by natural cracking and shrinkage of the wood (e.g. shrinkage cracks in knots).
• Damage caused by force majeure and other acts of God.
• To fasten the cover strips, filling strips are used. These don't remain visible after assembly and the quality of this wood isn't covered.
• The majority of nail heads will be covered with cover strips during the assembly and therefore isn't a defect. 

2 year warranty terms for factory painted garden houses.

Slight fading of the colour and discolouration caused by knots or resin pockets are natural characteristics and do not constitute grounds for a warranty claim.

The 2 year warranty applies to large-scale peeling and mould damages to finished elements if the following conditions are met and the guidelines below are followed:

• The cladding surface must be inspected every six months for damages. If required, the damage must be repaired and repainted.

• Nails and/or screw heads, as well as scratches during installation, must be repainted straight after installation with the supplied paint.

• Slight fading and discoloration of knots or resin pockets is a natural process and isn’t covered under the warranty.

Maintenance instructions to ensure a long service life:

Untreated wood must be covered with a recognised external wood preserver in accordance with the preservers manufacturers instructions. Wooden elements in the immediate vicinity of or in contact with the ground must be protected with a recognised external wood preserver.

Don’t paint in bright sunlight or rainy conditions.

The garden house must also be treated from the inside, because the wood warps significantly faster and stronger in the case of one-sided treatment.

When installing windows, silicone must be applied to the edges of the glass panes.

Good ventilation and prevention of excessive moisture protect the wood from rot, especially in wet weather.

We recommend installing a moisture barrier under the floor elements, e.g., rubber pads.

Screws and connections should be checked regularly.

We recommend inspecting the garden house every six months.

To further protect the garden house from the effects of moisture, we recommend using a pad of gravel at least 30 cm wide as a splash guard around the house, or to ensure protection against splashes 30 cm above the ground by other suitable measures. 

How to tool a complaint?

Please provide us with photos, a description of the defect and the ID number of the required spare part, which can be found in the installation instructions. To process your complaint, please contact the retailer from whom you purchased your garden house.

How to return the goods?*

If you wish to return the goods, please contact your retailer.

The goods must be placed at the boundary of your property closest to the road for collecting. Before collecting, the product must be suitably packaged – i.e., the product is placed on a pallet or skids, wrapped in film and tightened with straps.

The goods for return which aren't packed securely for transport will not be accepted.
Please follow the following guidelines for storing and packaging goods to return:

• Store the material on a level surface and in dry conditions.

• Protect the goods from direct sunlight and moisture. 

*For deliveries to Switzerland, please see your retailer's return policy. 

We hope you enjoy your Bertilo garden house!

If you have any questions or enquiries about warranty conditions, please contact the customer service.