Delivery

The delivery price depends on joinery dimensions, distance, and agreed conditions. The delivery period starts from the moment production is completed.

Complaints

A complaint is submitted in writing to email: reklamacije@extol.rs

The complaint must include the customer's full name, contact information, invoice or order number, description of the issue, and photo or video documentation (if available).

Extol is obliged to confirm receipt of the complaint within 8 days and resolve the complaint within 45 days.

Ways of resolving complaints are removal of defect or repair, replacement of part or complete product, correction or adjustment of product.

Loss of complaint rights or (improper handling):

The customer has no right to complain in cases where they attempted to repair, adjust, or modify the product improperly, if the product was opened, disassembled, or modified by an unauthorized person, if improper actions caused malfunction, deformation, or damage, or if the product was used contrary to instructions.
Any unauthorized intervention automatically voids the right to complaint.

Note: Refunds are not applied, because complaints are resolved exclusively by removing product non-conformity.

Method of refund and goods return, customer's right to cancel the purchase contract

Refunds are not provided; all issues are resolved exclusively through repair, replacement, or correction of products.

Since products are made to measure and according to customer requirements, the customer has no right to withdraw from the contract after paying the advance and confirming technical specifications. The customer may possibly withdraw only before specification confirmation. After advance payment and specification confirmation, withdrawal is not possible, nor refund of funds.

VAT

VAT is calculated in accordance with applicable regulations of the Republic of Serbia (20%).

Consent so the Order button in the cart can be enabled:

1. Scope of business

The merchant manufactures and delivers custom-made PVC and ALU joinery in accordance with customer technical requirements. Each product is made according to specifically defined dimensions, profiles, colors, fittings, and other technical characteristics.

2. Advance payment and start of production period

The customer is required to pay an advance in the agreed percentage. Procurement and production deadlines begin only after advance payment and confirmation of the order technical specifications.

3. Material procurement period (special profiles and elements)

For non-standard, special, and less frequently used profiles, colors, glass, and fittings, the material procurement period from the manufacturer is:

5–6 weeks from the day of advance payment and specification confirmation.

The customer will be informed if the supplier confirms a longer material delivery period.

4. Production and delivery period after material receipt

The production period depends on workload volume, technical complexity, and object type.

Standard production, delivery, and installation period is:

15–30 working days after receiving complete material.

For larger projects (houses, buildings, business premises), the period may be longer and aligned with scope of work. The customer will be informed of the estimated total period before order confirmation.

5. Unforeseen circumstances – extension of deadline

In case of circumstances beyond the merchant’s control, such as:

breakdowns of key production machines
inability to procure spare parts from abroad
unavailability of authorized CNC equipment service technicians
employee injuries, sick leaves, and death cases
natural disasters, emergencies, force majeure
supplier delays and late deliveries
technical or logistical disruptions outside merchant control

the delivery period is automatically extended by up to 30–35 days.

The customer will be timely informed of the new expected deadline.

Such delays are not considered a breach of contractual obligations, given that they arise from events outside the merchant’s control.

6. Right to withdraw from contract

Since products are made to measure and according to customer requirements, the customer has no right to withdraw from contract after advance payment and confirmation of technical specifications. The customer may possibly withdraw only before specification confirmation. After advance payment and specification confirmation — withdrawal is not possible, nor refund of funds.

7. Complaints and non-conformity

A complaint is submitted in writing to email: reklamacije@extol.rs

The complaint must include:

full name,
contact information,
invoice or order number,
description of issue,
photo or video documentation (if available).

Extol is obliged to:

confirm complaint receipt within 8 days,
resolve complaint within 45 days.

Ways of resolving complaint (exclusively)

removal of defect / repair,
replacement of part or complete product,
correction or adjustment of product.

Note: Refunds are not applied, because complaints are resolved exclusively by removing product non-conformity.

8. Loss of complaint right – improper handling

The customer has no right to complaint in the following cases:

if they attempted to repair, adjust, or modify the product improperly,
if the product was opened, disassembled, or modified by an unauthorized person,
if improper actions caused malfunction, deformation, or damage,
if the product was used contrary to instruction.

Any unauthorized intervention automatically voids the complaint right.

9. Refund

Refunds are not provided; all issues are resolved exclusively through repair, replacement, or correction of products.

10. Delivery

The delivery price depends on product dimensions, distance, and agreed conditions. Delivery period starts from the moment production is completed.

11. VAT

VAT is calculated according to valid regulations of the Republic of Serbia (20%).

12. Data protection

Customer data is processed exclusively for order realization purposes.

13. Final provisions

By purchase, the customer confirms they are informed and agree with all conditions: deadlines, complaints, obligations, policy of special material procurement, rules for extending deadlines, and limitations of withdrawal rights.

By purchase, the customer confirms they are informed and agree with all conditions: deadlines, complaints, obligations, policy of special material procurement, rules for extending deadlines, and limitations of withdrawal rights.

Protection of contracting parties, existence of Terms of purchase

These terms of purchase regulate mutual rights, obligations, and responsibilities between the merchant as product supplier and the customer as orderer of custom-made PVC and ALU joinery. Terms of purchase represent an integral and binding part of every contract, pro forma invoice, offer, purchase order, and every other business documentation between merchant and customer.

The customer is obliged to familiarize themselves with the stated Terms of purchase before order confirmation. By order confirmation, advance payment, or submission of technical specifications, it is considered that the customer has fully accepted all provisions defined here.

Terms of purchase are drafted to protect both contracting parties, clearly define procurement, production, deadlines, complaints, and withdrawal limitations, thereby preventing misunderstandings and ensuring transparent business. The merchant undertakes to perform all work conscientiously and professionally, in accordance with technical specifications and within deadlines determined by these Terms of purchase, with obligation of timely informing the customer about all circumstances that may affect deadline or delivery quality.

The customer undertakes to provide accurate technical data, make timely advance payment, allow unobstructed execution of works (if installation is contracted), and act according to product use and maintenance rules. These provisions are applied together with all following points of Terms of purchase, which regulate in detail:

scope of business,
advance payment,
procurement and production deadlines,
handling in case of unforeseen circumstances,
complaints and non-conformities,
limitations of withdrawal rights,
provisions on delivery, VAT, and data protection.

In case of offer acceptance, contract conclusion, pro forma invoice issuance, or other forms of order confirmation, it is considered that contracting parties have fully adopted and accepted these Terms as binding.

Pre-contract informing about product and obligations

By clicking the “Order” button, the customer confirms that they are informed and agree with the following information:

Custom production

PVC and ALU joinery is made exclusively according to your measures and specifications. This means each element is manufactured separately, in accordance with:

dimensions,
opening type,
profile color,
glass type,
roller shutters, insect screens, motors, and other accessories.

Advance payment and start of deadlines

Production deadlines do not start before:

advance payment, and
confirmation of all technical order details.

The advance represents order confirmation and product entry into production process.

Delivery and production deadlines

The customer is informed that:

procurement of special materials lasts 5–6 weeks,
standard production period is 15–30 working days after material receipt,
for larger projects deadline may be longer,
deadlines may be extended due to force majeure, supplier delay, or technical disruptions, which is not manufacturer responsibility.

There is no withdrawal right after specification confirmation

Since joinery is custom-made, the customer is informed in advance and agrees that

there is no right to unilateral contract termination after specification confirmation,
there is no refund of paid advance,
order changes after confirmation are not possible.

This is in accordance with the Consumer Protection Law for goods made by special request.

Complaints and resolution method

The customer is informed that complaints are submitted exclusively in writing and resolved by:

repair,
correction,
replacement of part or product.

Refund is not provided, because products are made to measure.

The customer loses complaint right if they cause damage, independently perform modifications, disassembly, or installation.

Installation and site preparation

The customer is informed in advance that they are obliged to provide:

access to the site,
safe working conditions,
prepared construction openings (or agreed preparation).

Unprepared site may lead to installation delay or additional costs.

Price, delivery and VAT

The customer is informed before ordering that:

price depends on specification chosen by the customer,
delivery is charged according to distance and dimensions,
VAT is calculated at a rate of 20%.

Data protection

Customer data is used exclusively for order realization and is not shared with third parties except suppliers involved in production process.

Customer confirmation

By clicking the “I order” button, the customer confirms that:

they have read and understood pre-contract information,
they accept all purchase and custom production terms,
they are informed about deadlines, advance payment, and withdrawal limitations,
they agree that the order takes effect after advance payment.

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