Buying a railing online can feel like a big decision, especially when the product needs to be custom-made and installed in a setting where both safety and appearance matter. That’s why it’s important to understand how the ordering process works, what the warranty covers, and what you need to check yourself before production begins.
At Balustradedesign, you’ll receive assistance throughout the entire process—from choosing the type of railing and measurements to delivery, installation, and any potential complaints. Our goal is for you to feel confident, whether you’re ordering a glass balustrade for your patio, a stainless steel railing for your stairs, a aluminium balustrade for your balcony, or another solution for your space.
This page summarizes the most important information regarding warranties, security, delivery, returns, and support. For the complete legal terms and conditions, please refer to our Terms and Conditions of Sale and Delivery.
Peace of mind is about more than just the warranty. For us, it starts the moment you choose a railing and provide your measurements. Since many of our products are custom-made based on the customer’s specifications, it’s important that the order is correct from the start. That’s why clear information, measurement guides, and accessible customer service are an important part of the shopping experience.
When you order a railing online at Balustradedesign, you can design your own solution in the design tool, see the price immediately, and get a clear picture of what your railing will look like. You can choose the material, height, fixings, and details based on your environment, whether it’s a glass balustrade for a patio, a stainless steel railing for a staircase, or an aluminium balustrade for a balcony.
Since the products are manufactured at our own facility in Ängelholm, we have close control over production, quality, and delivery. This also allows the customer service, design, and manufacturing teams to work closely together should any issues arise.
Balustradedesign We offer a 1-year warranty on products with manufacturing defects. If a defect is covered by the warranty, the product will be repaired or replaced. Your invoice serves as proof of warranty and should therefore be kept after your purchase.
The warranty covers manufacturing defects, but not damage resulting from improper handling, incorrect installation, or other factors unrelated to the manufacturing process itself. If a warranty claim is filed and no defect is found, the customer may be charged for any costs incurred in connection with the claim.
Scratches, marks, and minor defects are assessed according to the applicable terms and conditions. Specific assessment criteria may apply to glass and other materials. Therefore, it is always important to read the terms and conditions of sale if you want to know exactly what applies to your specific product.
Many of our products are custom-made according to your measurements and preferences. Therefore, always double-check the measurements, placement, product selection, and finish before finalizing your order.
Errors in the order documentation, such as incorrectly specified dimensions, are not covered by a warranty claim.
If you notice that something is wrong with your delivery, it is important that you contact us as soon as possible. In order to handle the matter, we need information about your order and a clear description of what happened.
If a claim is approved, Balustradedesign agrees to repair or replace the item. If an item is replaced, the defective item may need to be returned to us. If a claim is approved, Balustradedesign will reimburse any costs associated with the return.
However, claims cannot be made for errors in the order specifications, such as incorrect measurements provided at the time of ordering. Claims also do not apply to damage that occurs during installation. If you discover a problem during installation, we recommend that you contact us before continuing so that we can discuss possible solutions.
| Situation | What You Should Do | Good to know |
|---|---|---|
| Visible shipping damage | Please note any damage upon delivery and contact us using the complaint form. | Save the packaging and feel free to take photos to document it. |
| Concealed damage | Please contact us as soon as you notice the damage. | The product must not be installed or used until the matter has been resolved. |
| Wrong quantity or item | Check the delivery against the packing slip and contact us if there are any discrepancies. | Do not install the product until you have received a response from us. |
| Incorrect measurements in the order | Contact customer service to see if there is a possible solution. | Incorrectly stated measurements are not covered by a warranty claim. |
| Damage During Installation | If you are unsure, stop the installation and contact us. | Damage caused during installation is generally not covered by a warranty claim. |
Please contact our customer service before placing your order. We’re here to help with questions about dimensions, materials, fixing, installation, and which railing is best suited for your space.
Check the packaging, the number of packages, and the contents before you begin assembly. If anything looks wrong: take a photo, keep the packaging, and contact us using the complaint form.
Do not install an item that you suspect is damaged or defective until you have received a response from us.
An important part of our commitment to safety is that our railings are manufactured at our own facility in Ängelholm. By keeping design, development, and production close together, we can track every project from the initial measurements to the finished product.
This gives us better control over details, materials, and customisation. It also allows our customer service to work closely with the production team when questions arise, whether it’s about a glass balustrade for a patio, a stainless steel railing for a staircase, or an aluminium balustrade for a balcony.
In addition, manufacturing in Sweden makes it easier to work with short lead times, clear processes, and solutions tailored to the Nordic climate.
A railing shouldn't just look good. It should also be chosen for the right environment and use. That's why we use safety standards, testing, and usage classes as guidelines when you're choosing a railing.
On our page about safety and testing, we describe how our railings are tested and how the usage classes work. Räckesbutiken’s manufacturing process and workshop are certified by the Swedish National Building Research Institute ( RISE ) in accordance with EN 1090-1:2009+A1:2011—the standard for load-bearing steel and aluminum structures. This ensures independent quality control, traceable materials, and that every order is delivered with a declaration of performance.
When you design your railing in the order tool, the usage class is displayed based on your selections. It can be influenced by factors such as balustrade height, section width, and design. If you’re unsure which solution is right for your environment, you’re always welcome to contact customer service.
A railing at ground level, on a patio, on a staircase, or on a balcony may have different requirements in terms of height, fixings, and load capacity. Therefore, it is important to choose a solution that suits both the environment and the intended use.
Since many railings are custom-made to the customer’s specifications, the order must be carefully checked before it is forwarded. This is especially true if the railing is to be installed on a patio, balcony, staircase, or other location where drop height, the surface, and fixings play a major role.
Double-check the measurements, make sure you’ve selected the right product, and verify that the substrate is suitable for the fixings you’re planning. If you’re unsure, it’s better to ask before placing your order than to try to solve the problem once the product has already been manufactured.
Many of our products are custom-made according to the customer’s own measurements and preferences. This means that, as a general rule, the right of withdrawal does not apply to these products once the order has been placed and the terms and conditions have been accepted.
It is therefore important to read through the terms and conditions of purchase and review your order before completing the purchase. If you are unsure whether a product is custom-made or if special terms apply to your order, we recommend that you contact customer service before placing your order.
For products that are not custom-made, different terms may apply. Full details can always be found in our Terms and Conditions of Sale and Delivery.
Our responsibility does not end once the railing has been delivered. If you have any questions during installation, discover any damage, or need help understanding the terms of the warranty or the claims process, please contact us at customer service.
We're here to help with questions about ordering, measurements, materials, delivery, installation, and returns. The sooner you contact us if you have any questions, the easier it will be to find the right solution.
If you’d like help before placing your order, you can also take advantage of our personalised railing consultation service. This is especially helpful if you’re planning a railing where drop height, the service class, the substrate, or installation require special consideration.
Here is a simplified overview of frequently asked questions related to warranties, returns, and peace of mind when buying made-to-measure balustrades. For complete information, please refer to our Terms and Conditions of Sale and Delivery.
| Question | Short answer | Read more |
|---|---|---|
| How long is my warranty? | A 1-year warranty applies to products with manufacturing defects. | Terms and Conditions of Purchase and Delivery |
| What happens when a complaint is approved? | The item will be repaired or replaced in accordance with the applicable terms and conditions. | Returns and Complaints |
| Can I file a complaint about incorrect measurements? | Errors in the order documentation – such as incorrectly specified dimensions – are not covered. | Terms and Conditions of Purchase and Delivery |
| What should I do if my delivery is damaged in transit? | Document the damage, save the packaging, and contact us using the complaint form. | Make a claim |
| How do I know if the balustrade is right for my space? | Check the service class, height, fixings, and intended use before ordering. | Safety and Testing |
We're happy to help you with questions about dimensions, materials, installation, safety, and warranty or return policies.
Here you'll find answers to the most common questions about warranties, peace of mind, and ordering. If you can't find the answer you're looking for, feel free to contact us at customer service.
Errors in the order details—such as incorrectly specified measurements—are not covered by the return policy. Please contact customer service if you notice an error, and we’ll see if there’s a possible solution.
Many of our products are custom-made according to the customer’s own measurements and specifications. As a general rule, custom-made products are not subject to the right of withdrawal once the order has been placed and the terms and conditions have been accepted.
The full terms and conditions are available on the Terms of Purchase and Delivery page. This page summarizes the safety-related issues in a simpler way, but the full terms and conditions always serve as the legal basis.
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