After handover
Warranty and after-sales maintenance of our aluminium and glass work
Warranty and after-sales maintenance of our work begin with your quotation or contract, which sets the warranty terms; the factory then maintains what it installed for its customers, within the warranty and after it. Noticed an issue after handover? Send the details and photos.
What does the warranty cover on your project?
Your project's quotation or contract sets it: the warranty period, the scope of works covered, the conditions attached and any agreed exclusions. If you are still contracting, review the warranty clause before approving the works, and ask it to state which of the profile, accessories, glass and installation it covers, and what voids it.
Issue after handover: the information to send
You do not need to work out the cause. Describe what you see and send:
- The client or project name
- The project city or location
- The quotation or contract number, if available
- What the issue is and where it appears
- Clear photos, or a video if it shows the issue better
- When you first noticed it, if possible
An issue is neither covered nor ruled out before review.
What happens after you send the issue?
We review the work linked to the issue and compare it with the available information and the warranty terms, asking for more details or photos first if needed. The review then shows whether the case is followed under the warranty or through another route under the project agreement.
If the issue appears before handover
Remarks before the scope is complete are part of execution; see aluminium project execution and quality control.
Does the factory maintain its work after handover?
Yes. Qusoor Al-Sultan maintains the work it installed for its own customers, within the warranty and after it: the windows, doors, shutters, glass and facades the factory itself fitted. The warranty does not mean periodic visits unless the agreement includes them, and after it ends the factory remains your reference for its work.
Complete aluminium units leave the factory with Italian accessories. If a spare part from our work, such as a lock cylinder, handle, roller or hinge, fails under warranty, the factory handles it as normal; see aluminium door and window hardware.
Common issues after handover: symptom, cause and action
| The symptom you see | Likely cause | Usual action |
|---|---|---|
| A heavy door or window, or a sash rubbing the floor | Worn rollers or loose hinges | Adjust or replace them |
| A handle or lock cylinder that works unsteadily | A worn or misaligned accessory | Adjust or replace the part |
| Water or air leaking around the frame | Cracked silicone or worn gaskets | Reseal |
| Water standing in a sliding window track | Blocked drainage holes | Clear the drainage holes |
| A cracked or broken glass pane | An impact or local stress | Replace the pane with the same specification |
| A frameless glass door that slams or does not return | A floor spring that needs calibrating | Adjust it; replace only if it leaks oil |
| A manual shutter that will not rise | A worn or cut pull strap | Replace the strap and pulley, not the shutter |
| An electric shutter that stops at the wrong point | Drifted motor limits | Reset the limits, not the motor |
No need to diagnose: send photos with the project details above.
Send your issue for review
The project details, a description of the issue and any photos or video
And where it appears.
How do you report an issue after handover? Four steps
Check the quotation or contract, describe the issue, send the details that identify the case, then wait for the review. You do not need to diagnose anything: clear photos and enough information let the review tie the issue to its element and terms:
- Check the quotation or contract first It sets the warranty period, the works covered, the conditions and any exclusions; the terms follow the contract, not one general period.
- Describe the issue as you see it No need to find the cause; say what you notice and where it appears.
- Send the details that identify the case The project name and city, the contract number if available, a description, photos or video, and when you noticed it.
- Wait for the review The work is compared with the available information and the warranty terms; an issue is neither covered nor ruled out before that.
Where an item touches a mandatory safety requirement for building elements, the reference is the Saudi Building Code and the project's own specifications, not common practice. See Saudi Building Code compliance and quality standards.
Frequently asked questions
Is there a warranty on Qusoor Al-Sultan's work?
Yes. The warranty is set in each project's quotation or contract and may cover manufacturing defects under the agreed terms, with its period, the works covered and any exclusions. The terms follow the project contract, not one general period.
I noticed an issue after the project was handed over. What should I do?
Send the project name and city, the contract number if available, a description and photos of the issue, and when you noticed it. You do not need to find the cause; the review shows whether it falls under the warranty.
What if the problem is a spare part and the project is under warranty?
The factory handles it as normal if the part comes from work it installed, such as a lock cylinder, handle, roller, hinge or the floor spring of a frameless glass door. Send a photo of the part and its position.
Does the warranty cover periodic maintenance?
No, unless the original agreement includes it. But the factory remains its customers' reference for what it installed, within the warranty and after it; if you are unsure what kind of request you have, send the case and its route is set after review.
Is every issue after handover covered by the warranty?
Not automatically. It is compared with the scope of works and the warranty terms first, and it is not ruled out before that review either.
Technical review: Eng. Hisham, factory manager at Qusoor Al-Sultan, with more than 20 years of management and technical experience in aluminium and glass. He reviews the technical content of this page. Last updated: 6 October 2026.