Current response time within 3 days at the latest · Service team at the Würenlingen headquarters
We’ll take care of it. Promise.
A pergola that doesn’t do what it’s supposed to is frustrating. That’s why we’ve made reporting damage as easy as possible — but please use only the form below, otherwise we can’t process your case.
Response within ≤ 3 days
On weekdays, our service team will get back to you within 3 business days at the latest—usually much faster.
Spare parts in stock
Our own spare parts warehouse at the Würenlingen headquarters — standard parts often ship the same working day.
Free processing
Diagnosis and damage handling cost nothing — even if the warranty has already expired.
First, take a quick look at the videos — maybe that will help.
Many common issues can be resolved on your own in 2 minutes. Our support videos show the solutions — organized by model.
Before you fill out the form
Let’s first invest 2 minutes. For common issues like blocked louvers or resetting the remote control, you’ll find a step-by-step guide here. If the video solves your issue, great. If not: continue to the form.
Tell us what’s going on.
Order number, email, description, and photo are required. Everything else helps us be faster, but is optional.
You won’t be left in the dark.
At every step, you’ll receive an email with a status update. You’ll always know where your case stands.
ImmediatelyMin 0
Confirmation email with information.
Within 3 business daysDay 1–3
Personal email reply from the service team with an initial diagnosis and next steps.
Solution approach definedDay 3–4
Spare part from our headquarters in Würenlingen, a service appointment at your place, or instructions for self-installation — depending on the case.
ImplementationDay 4–14
Spare parts shipping via Swiss Post (standard 1–3 business days in Switzerland), on-site service team within 5–10 business days after scheduling an appointment.
Final check+ 7 days
We’re checking back in—everything all right? If not, it starts over again, without you having to lift a finger.
Before you get in touch
Frequently asked — and the answers.
Do I need the order number?
Yes, the order number is required. It looks like this: AU-03542. You can find it in your order confirmation email or in your account. Without an order number, we can’t match your case in the system — processing won’t be possible.
How much does claims handling cost?
Nothing. Diagnosis, consultation, and claims handling are generally free of charge — even if the 10-year warranty has already expired. In cases of material defects or known component issues, we often provide goodwill support even after it has expired. On-site service visits may be subject to a charge depending on the case — we’ll let you know in advance.
What if the warranty has already expired?
Get in touch via the form anyway — we review every case personally. Often we find a goodwill solution even after the warranty has expired, especially with known component issues. For wear parts, our warehouse in Würenlingen always has spare parts available at a fair price.
Can I install the replacement part myself?
Often, yes. For many parts, we send instructions as a PDF and video — louver end caps, LED strips, end caps, remote controls, sensors, etc. For critical components (motor, louver mechanism), we recommend our service team.
How long does a service visit take?
Appointment within 5–10 business days of booking, anywhere in Switzerland. On-site visit typically 1–3 hours. For more urgent cases, it can be faster — we’ll coordinate this via email.
How large can the photo be?
Up to 10 MB per image, multiple images allowed. JPG, PNG, HEIC. The photo is required for the initial diagnosis — please make sure it’s well lit and close enough so the defect is clearly visible.
Can’t I just call or send an email?
No, unfortunately not. We handle damage claims exclusively through this form — otherwise your case won’t end up in the team’s service tool and can’t be logged. This ensures nothing gets missed and we can keep the 3-day response time.