Complaint
Thank you for providing feedback on our products. For Kebony to process a complaint, we need information that enables us to evaluate the possible cause and propose a solution. Without this information, we cannot process the complaint. A product with a visible defect at the time of installation must be considered accepted.
– We need detailed photos of the issue being reported and preferably an overall image of the installation.
– Your contact information, when and where you purchased the material, who installed it, and where.
– If possible, please provide the original package number.
Kebony will first evaluate the submitted documentation. If we find something indicating a defect in the product, we will propose a solution. Defects resulting from improper installation or use are not eligible for complaints.
Remember that Kebony behaves like regular wood—it will weather and turn gray with sun and rain exposure, and some movement, resulting in surface cracks and minor end cracks, is to be expected. There will be color differences depending on weather exposure. Kebony is eco-friendly and only needs cleaning when dirty. Please refer to our FDV documentation for further information about what you can expect from the surface.
Complaint Process
Once you have registered a complaint with the necessary documentation, you will receive confirmation that it has been received, along with a link back to the form and to a messaging portal where you can communicate directly with the person handling your case. Evaluations, conclusions, and any proposed solutions will also be added here, with a link sent to the registered email address to make it easier to follow up.
Your registration is unique, and your contact information is used only in connection with this case. You will not receive any marketing materials from us or others as a result of this registration unless you explicitly request it.