1. Purpose of the Policy
This policy establishes the method for recording, analyzing, and resolving complaints filed by Pinum Doors & Windows clients, to ensure a transparent, efficient process oriented toward customer satisfaction.

2. Method of Complaint Submission

Complaints regarding products and/or services (transport, installation, warranty) are to be transmitted exclusively in writing, via e-mail, to the address: office@pinum.ro
Complaints transmitted by phone, verbally, or through other channels will not be considered validly registered.

3. Complaint Registration

Upon receipt of the e-mail:

• the request is automatically recorded in the internal system;
• a unique ticket number is generated;
• the client will receive an automatic confirmation via e-mail containing the ticket number. 

This number will be used subsequently for any correspondence related to the complaint.

4. Content of the Complaint

For efficient resolution, the complaint must mandatorily contain:

• the client’s name and contact details;
• the contract/order number (if available);
• a clear description of the issue found;
• relevant photos or documents (where applicable).

Lack of this information may lead to an extension of the resolution deadline.

5. Resolution Deadlines

• Complaints are analyzed within a maximum of 5 working days from registration.
• Depending on the complexity of the case, the final resolution may require an additional term, with the client being informed accordingly.
  
  

6. Method of Resolution

Depending on the situation, the resolution may consist of:

• remediation of the defect;
• repair;
• component replacement;
• other measures in accordance with the warranty and contractual conditions.

For products that benefited from transport and installation performed by Pinum Doors & Windows, resolution is carried out under the warranty conditions for services.

7. Communication with the Client

After analyzing the complaint:

• the client is contacted by a Pinum Doors & Windows representative;
• the proposed solution and next steps are communicated;
• all subsequent communications will be made with reference to the ticket number.
  
  

8. Limitations

Pinum Doors & Windows reserves the right to refuse complaints that:

• do not respect the procedure described above;
• concern products or services not covered by warranty;
• are formulated abusively or without technical grounds.

9. Final Provisions

This policy is publicly available on the Pinum Doors & Windows website and may be modified without prior notice. The applicable version is the one displayed at the moment the complaint is submitted.