Frequently asked questions
Below you can find a selection of questions we are frequently asked. If, however, you have a technical question which is not included, please call us on 01480 759510.
Choose a topic below for questions and answers.
- Product certifications/Features
- Maintenance/After sales service
- Damages and warranty
Can I buy windows direct from VELFAC?
VELFAC use a network of distributors to offer a more local and complete supply only or supply and installation service.
Can VELFAC windows meet the targets outlined in Part L of the Building Regulations and what U-value can they achieve?
The VELFAC composite and wood window can achieve a U-value as low as 0,8 W/m²K easily meeting the current standard. This low figure is the result of an innovative frame design.
2. Product certifications/Features
How can VELFAC windows help to reduce perceived noise levels?
VELFAC offers a variety of noise reduction solutions. Double glazed units can be fitted with different types and thicknesses of glass with noise-reduction values ranging from Rw32 to Rw41 for a double glazed unit.
In extreme conditions VELFAC can offer a 2+1 noise reduction window, using optimum glazing solutions a Rw value of 48 (one of the highest in the industry) can be achieved.
Information on the relevant noise reduction tests can be seen in the Tests section and more information can be found in the 2nd part of the VELFAC 200 System of our catalogue.
How can VELFAC windows be made 'child-proof'?
0The VELFAC window system includes a number of safety features designed with children in mind: safety locks can be fitted either before or after installation; a lockable handle can be fitted, featuring either a push-button or key-operated locking system; and lockable restrictors can also be supplied - these allow windows to be securely locked in place when opened for ventilation, ensuring the gap remains too narrow to pose any danger.
Does VELFAC manufacture curved, round or shaped windows?
You can specify VELFAC windows in many different shapes and sizes - round or shaped windows are not a problem.
Do VELFAC windows meet Secured By Design requirements?
Secured by Design is a Police initiative which aims to encourage the building industry to adopt crime prevention measures in development design, therefore reducing the opportunity for crime and the fear of crime, and creating a safer, more secure environment.
VELFAC has a selection of windows that have achieved the required standard Pas 24 for Secured by Design.
Is VELFAC FENSA certified?
FENSA stands for the Fenestration Self-Assessment Scheme. This is a scheme set up to ensure that all windows comply with building regulations. Enables window installers to certify that windows comply without the need for a local authority inspection.
VELFAC is a supply only company so is not FENSA certified. You would need to get a FENSA certificate from your local building control authority.
3. Maintenance/After sales service
How do I care for and maintain my VELFAC windows?
VELFAC window systems are easy to use and maintain. The windows need only regular cleaning to maintain their appearance - the powder-coated aluminium external frame will resist even the harshest weather conditions.
The best method of cleaning is by regular washing with a solution of lukewarm water and mild detergent . All surfaces should be cleaned using a soft cloth or sponge, and nothing harsher than natural bristle brushes.
To maintain the window's operation, all moving parts should be cleaned and lubricated with acid-free oil once a year. Friction stays should be adjusted and hardware inspected.
If you would like more detailed information on the care of individual window components, download Section 9 of our Specifier's Manual.
If in doubt, the VELFAC after sales service department is available to give advice and, if required, a service contract to ensure the windows installed have a long and trouble-free life.
Can I order replacement parts myself?
To order replacement parts, please send an email to firstname.lastname@example.org and advice which parts you require. If possible including pictures of the parts and of the unit unique identity tag (an example of the unit ID tag is shown here). Following the request, VELFAC will provide a quotation for the required parts.
Who do I have to contact to track/check the status of my delivery?
To check the status of your delivery you would need to contact your distributor. They will be happy to give you an update.
How will my order be packed/delivered?
Units are always packed with the longest side resting on the pallet. Packing windows will be performed in consideration of the weight distribution on the pallet. Edge protection is provided for the outer most units and transparent protective corners are mounted on all units on the pallet in order to prevent friction damage during transit. Pallets are wrapped in clear protective film, wrapped from the base upwards to prevent ingress of moisture. All goods will be delivered by DSV.
How can I store my windows correctly at home before the installation?
- Store units on a firm and level standing, within a building if possible
- Designate a secure area for storage, this area should not impede construction works, alkways or access points or cause a hazard to site operatives.
- Keep pallets wrapped and protected until units are to be installed. If units are removed and placed in position for installation, ensure they are placed in a weatherproof environment.
- Cover units with a tarpaulin or similar waterproof sheeting, to protect from moisture, site debris and dust. Timber frames must also be protected from direct sunlight during storage, as this can result in a differential colour change.
- Raise tarpaulins clear of the units underneath so that air can circulate freely. DO NOT use polythene or other transparent covering materials as these encourage the formation of condensation.
- DO NOT place heavy objects on top of stored VELFAC units.
Please read more info about the correct storage guidelines available here
Can VELFAC store my windows for me?
Should you be unable to accept the delivery during the planned delivery week, please contact VELFAC at least 2 weeks prior to your delivery date and we will be able to arrange storage of the windows, free of charge for a two week period.
What if I want to install the windows myself?
VELFAC windows and doors can be purchased on a supply only basis through one of our approved distributors. We have installation details and guidance available on our technical database here
5. Damages and warranty
Where can I buy touch up paint for my VELFAC windows?
You can buy internal and external touch up paint for your VELFAC windows by contacting:
Merlin Repair Specialist Ltd
- E-mail: email@example.com
- Phone: 0845 054 3701
Please refer to your order confirmation, where the original colours are listed.
What warranty is offered from VELFAC as standard?
VELFAC products are designed and manufactured to exceptional levels of quality, resulting in low maintenance operation and long life span. We are so sure about the quality and durability of our products that we offer a comprehensive product warranty of 12 years for our windows and casement doors and 5 years for our entrance and bifold doors. This covers all aspects of the units including the frame, glass, handle mechanisms and seals. Click here for terms and conditions on our warranty. Please note, fees may apply.
How do I report an issue with a door or window once it has been installed?
- If you purchased the windows & doors after May 2021 through a VELFAC Distributor, you will need to contact your distributor. Your distributor or our customer care team will then contact you to discuss further actions.
- If you purchased the windows & doors before May 2021 through VELFAC Direct, or moved into a property with VELFAC windows already installed, please complete an after sales request here.