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FAQ

Why is it important to inspect the floor before installation?

Claims cannot be made in retrospect for obvious faults that may, or should, have been noticed before installation.

Why must I lay plastic vapor barrier on a subfloor of concrete?

This prevents moisture in the concrete from rising and damaging your floor. On floors with underfloor heating and with concrete floors, a 0.2 mm ageing resistant plastic undelayment (PE sheeting/foil) is laid with a 20cm overlap. It is vital that the subfloor is properly cleaned so that mould doesn’t form under the underlayment. A good (but more expensive) alternative to plastic sheeting is a ventilated damp proof membrane.

Why does the floor rise (bubble)?

The distance between the floor and the walls is too short. Wood is a natural material that shrinks and swells when moisture in the room changes with the temperature and the time of year. Therefore always leave around 10mm distance from the walls and any permanent feature (for instance, door frames, pillars, heating pipes and stoves) so that the floor can expand and move freely. Read the laying instructions carefully.

How do I make a claim for delivery?

If you receive a faulty or incorrect item, then Bjelin will pay the delivery charges in the event you have to return any item. Get in touch with us within 14 days after you have received the item at [email protected]. You can also call us on +46 (0) 771 101099 if you have any questions. We will then send you return shipping documents so that you can return an item without incurring any charge. We will send you a replacement item at no extra charge. If the item is no longer available then we will then we will repay you to the equivalent value of the item.

I’ve sent items back to Bjelin. How do I get reimbursed?

Any refunds are principally made to your bank account, personal account or bank giro account or otherwise by issuing a credit advice note. Any payment is normally made within 30 working days once we have received and approved your return. If you paid your order with card, the refund will be made back to the same credit card.

CARD PAYMENTS
We return money to your account as soon as we have received the returned item. Bjelin sends you an e-mail to confirm the return and that the amount has been reinstated to your account. Bear in mind that money is returned on the same date that the credit transaction was made. It can take up to 5-7 banking days for it to show up in your account.