Customer Support Policy
At Aldeko Panels, customer support is an important part of our commitment to quality and long-term relationships.
We aim to provide clear, professional, and practical assistance to architects, designers, builders, contractors, dealers, fabricators, installers, and customers throughout their experience with our architectural panel solutions.
From product selection and technical information to application guidance and after-sales assistance, our support approach is designed to help customers make informed decisions and resolve product-related concerns efficiently.
Our Support Commitment
Support Built Around Your Project
Every architectural project has different design, material, and application requirements. Our support team aims to assist customers with relevant information so that the right product can be selected and used appropriately.
Where applicable, our support may include assistance with:
- Product range and application information
- Colours, textures, finishes, and design options
- Product specifications and available documentation
- Interior and exterior application guidance
- Basic installation and handling information
- Product care and maintenance guidance
- Sample and catalogue enquiries
- Warranty-related information
- Product-related complaints and service requests
Our goal is to make product information easier to understand and project decisions more confident.
Product Selection Support
Helping You Choose the Right Solution
Aldeko Panels offers a diverse portfolio of architectural surface solutions for different interior and exterior applications.
Selecting the right product depends on several factors, including the intended application, project environment, design requirements, exposure conditions, finish preference, installation method, and required performance.
Our team can help customers understand available options and identify products that may be suitable for their project requirements.
Final product selection should always consider the relevant product specifications, technical documentation, and application conditions.
Technical & Application Support
Guidance for Better Project Execution
Where product-specific technical information is available, Aldeko can provide relevant documentation and general guidance to support planning, fabrication, and installation.
Customers, contractors, and installers are encouraged to review all applicable product information before installation begins.
Installation should be carried out by appropriately skilled professionals and in accordance with the recommended installation practices for the selected product.
Site conditions, structural suitability, fixing systems, substrates, and local building requirements remain important considerations for every project.
After-Sales Support
Support Beyond Product Delivery
Our relationship with customers does not end when a product is supplied.
If a customer experiences a product-related concern, our team aims to understand the issue and provide appropriate guidance based on the available information.
To help us assess a support request efficiently, customers may be asked to provide:
- Product name or range
- Shade, finish, or product reference
- Purchase details
- Dealer or supplier details
- Project location
- Installation date, where applicable
- Clear photographs or videos of the issue
- Description of the concern
- Relevant invoice or supporting documents
Providing complete information helps our team review the matter more effectively.
Warranty Support - Clear & Product-Specific Coverage
Warranty terms may vary depending on the product category, finish, application, installation conditions, and specific warranty documentation provided with the product.
Any warranty claim is subject to the applicable terms, conditions, exclusions, and supporting documentation.
Customers should retain their invoice, warranty information, and other relevant purchase records for future reference.
For complete warranty details, customers are encouraged to refer to the warranty documentation applicable to the specific Aldeko product.
Installation Responsibility
Correct Installation Matters
The performance and appearance of architectural panels can depend significantly on proper storage, handling, fabrication, installation, and site conditions.
Aldeko recommends that installation be carried out by experienced professionals familiar with the relevant product and application.
Improper fabrication, unsuitable substrates, incorrect fixing methods, inadequate structural preparation, or installation outside recommended practices may affect product performance and may not be covered under applicable warranty terms.
Care & Maintenance Support
Protecting the Appearance of Your Panels
Appropriate cleaning and maintenance can help preserve the appearance and performance of architectural surfaces.
Maintenance requirements may vary depending on:
Product type
Finish
Interior or exterior application
Environmental exposure
Pollution and dust levels
Installation location
Customers should follow the recommended cleaning and maintenance guidance applicable to their selected product.
Harsh chemicals, abrasive cleaning tools, or unsuitable cleaning methods should be avoided unless specifically recommended for the product.
Support Limitations
Our support team provides product-related information and general guidance based on available documentation and the information supplied by the customer.
Unless specifically agreed otherwise in writing, Aldeko’s support does not replace the professional responsibilities of architects, structural consultants, contractors, fabricators, installers, or other project specialists.
Project-specific structural calculations, engineering decisions, building-code compliance, substrate assessment, and installation design should be handled by appropriately qualified professionals.
Customer Responsibilities
To help achieve the best possible product experience, customers should:
- Select products appropriate for the intended application
- Review relevant technical information before installation
- Inspect materials before fabrication or installation
- Follow recommended storage and handling practices
- Use qualified fabricators and installers
- Maintain proof of purchase and product records
- Report concerns promptly with relevant supporting information
- Follow applicable care and maintenance recommendations
Good communication between the customer, supplier, installer, and project team helps ensure better project outcomes.
How to Request Support
We’re Here to Assist
For product information, technical enquiries, warranty guidance, or after-sales support, customers can contact Aldeko Panels through our official communication channels.
When submitting a support request, please share as much relevant information as possible so our team can understand your requirement and provide suitable assistance.
Our Promise
At Aldeko Panels, we believe dependable products deserve dependable support.
We remain committed to improving our products, processes, communication, and customer experience so that every interaction reflects the quality and professionalism associated with the Aldeko name.
Aldeko Panels