After-sales · QR unit passport
Every unit ships with a passport. Scan it, we answer.
Each ARCVIEW window and door leaves Foshan with a QR label on the frame and a duplicate on the crate. Owners, installers and distributors scan it to see exactly what was built and tested — and to order parts or report a problem against that serial, from anywhere in the world.
Try a demo unit
Real units from our published case studies in Sydney, Dubai and Toronto.
- SL02Lift & Slide DoorsSydney · Clifftop residence, Northern BeachesAV25-SYD-SL02-0E
- PV01Pivot & Entrance DoorsSydney · Clifftop residence, Northern BeachesAV25-SYD-PV01-YX
- W03Casement & Tilt-Turn WindowsDubai · Al Safa boutique hotelAV24-DXB-W03-GS
- FD01Bi-fold Folding DoorsDubai · Al Safa boutique hotelAV24-DXB-FD01-1H
- W02Casement & Tilt-Turn WindowsToronto · Harbourline condominiumsAV25-TOR-W02-T3
- CW01Curtain Wall & FacadesToronto · Harbourline condominiumsAV25-TOR-CW01-50
01 — How it works
One QR code per unit. No paperwork to lose.
- 01
Scan the label
Any phone camera opens the passport — no app, no login. The same serial is stencilled on the crate and printed on the packing list.
- 02
See what was built
System, configuration, glass, finish, hardware and the factory test record for that exact unit: water test pressure, inspector, crate and container.
- 03
Act on it
Register the warranty, order the right spare parts by part number, or report a problem with photos via WhatsApp. Every request is logged against the serial.
02 — Find your serial
Where is the label?
The weatherproof polyester label sits where it stays visible after installation but is never in the weather.
- 01Frame rebate, top cornerOpen the sash: the label is on the inside face of the frame head, hinge side. On sliding doors it is on the fixed-panel jamb.
- 02Export crateA duplicate label and the stencilled crate number on the end panel of the crate.
- 03Packing list & handover packEvery serial is listed against the shop-drawing tag on the packing list and in the handover folder.
03 — Response-time promise
Who fixes it if something breaks? We do.
- 24 h
- First reply from an after-sales engineer, any time zone, in English, Spanish, French or Arabic.
- 72 h
- Spare parts in stock are dispatched by DHL or FedEx within 72 hours of confirmation.
- 120+
- Local distributors and installation partners who can attend site in your region.
- 10 yrs
- Spare-part availability for every system we ship, matched by part number.
04 — Warranty overview
What is covered, and for how long.
Terms run from the installation date recorded on the passport. Register within 90 days to make claims faster.
| Component | Term | Covers |
|---|---|---|
| Frame & system | 10 years | Aluminium profiles, thermal break, corner joints and structural integrity of the system. |
| Coating | 15 years | Qualicoat powder coating and anodising: no flaking, blistering or colour change beyond ΔE 5. |
| Glass seal (IGU) | 10 years | Insulated glass seal failure — condensation or haze between the panes. |
| Hardware | 5 years | Handles, hinges, rollers, locks, stays and gaskets under normal use and maintenance. |
| Electronics | 2 years | Pivot-door fingerprint readers, keypads, motor drives and control units. |
Not covered: glass breakage after delivery, damage from site works or incorrect installation, coastal sites without the recommended maintenance, and wear parts beyond their service life.
05 — Claims
How a claim works
- 01
Report against the serial
Use “Report a problem” on the unit passport. Add photos or a short video on WhatsApp.
- 02
Engineer review
An after-sales engineer checks the test record and installation data and replies within 24 hours.
- 03
Fix plan
Adjustment guide, video call, replacement parts or a visit from the nearest partner — agreed in writing.
- 04
Close-out
Parts ship within 72 hours; the fix is logged on the passport so the history follows the unit.
06 — Manuals & care
Installation and maintenance guides
- Installing lift-and-slide doorsThreshold, levelling, roller adjustment and handover checks.Read guide
- Window installation & waterproofingMembranes, sill pans and sealant joints that keep warranties valid.Read guide
- Caring for coated aluminiumCleaning intervals by site exposure, and what voids a coating warranty.Read guide
What if my unit has no QR label?
Units shipped before 2024 or labels removed during finishing can still be traced: send the crate number, shop-drawing tag or a photo of the frame profile and we will find the serial from the production records.
Do I need to register the warranty?
The warranty is valid from the installation date without registration, but registering within 90 days records the owner and installer on the passport, so claims skip the paperwork stage.
How fast do spare parts arrive?
Stocked parts leave Foshan within 72 hours by DHL or FedEx and typically arrive in 3–6 working days. Non-stock items such as finish-matched cover caps take 10–15 days.
Who carries out repairs on site?
For most issues a remote video call and the adjustment guide are enough. Where a site visit is needed, our local distributor or installation partner attends; for projects over 1,000 m² our own supervisor can travel.
Can I order parts for a unit that is out of warranty?
Yes. Every part is listed by part number on the passport with an indicative price; out-of-warranty parts are supplied at the list price plus freight.
Indicative information from production records. Performance values are type-test results for the system; verify project requirements with your engineer or certifier.
Next step
Buyer tools- Book a live video inspectionFactory tour, production check or pre-shipment inspection over Zoom, Teams or WhatsApp — scheduled in your own time zone.Every buyer · 30–60 min call
- Window schedule → instant quoteUpload your Excel, PDF or a photo of the schedule. We read every line, match it to the right system and price it item by item.Importers · Contractors · ≈ 1 min
- Specification writer & BIM objectsGenerate CSI, NBS or EN specification text ready to paste into your tender, and download IFC objects for Revit and ArchiCAD.Architects · Specifiers · ≈ 3 min
Request a quote
Send us your drawings. Get a factory price in 48 hours.
Tell us about your project and an export manager will reply with system recommendations, an itemised quotation and lead time — free, with no obligation.
- Reply within 24 hMonday–Saturday, in English, Spanish, French or Arabic.
- Itemised quote in 48 hPer-unit pricing, glass & hardware specs, window schedule.
- Prefer WhatsApp?Message us with your drawings — we read PDFs and DWGs.