CRPC: the situation in the window market is worrying; consumers are misled

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The monitoring focuses on the information that operators provide to the consumer about the windows during the purchase and delivery process, as well as their compliance with the declared properties.

The current conclusions are very worrying – in virtually no cases complete and adequate information on the characteristics of the windows was provided, they were not identifiable, they were provided with declarations of performance, the delivered windows actually differed from those ordered. The CRPC concludes that consumers have limited opportunities to receive information about the technical characteristics of windows and to choose high-quality windows that meet their needs, and at least 50% prepayment is usually required.

In the first months of 2021, CRPC has performed on-site inspections at 15 merchants and tried to order windows from several more. The purchase of windows took place using the same means of communication that consumers normally use on a daily basis: order forms from the websites of manufacturers and distributors, by writing to the e-mails provided, as well as by placing orders by telephone. For control orders – inspections, CRPC chose a standard size window model, which is available in one of the apartment building projects typical of Latvian construction. In the process of ordering windows, CRPC made sure that in most cases the websites do not provide clear information about the manufacturer of the windows, or by choosing one type of windows, the offer is sent to a completely different one. Orders mainly offer technical parameters of windows – size, number of sash, window sills. However, much less attention is paid to the most important thing – what will be the properties of the windows, for example:

• Heat transfer coefficient (U_w, W/(m²K)) – is determined taking into account the total insulation of all window components and the lower this factor, the lower the heat loss through the window structure, which also means less energy consumption to cool or heat the room. The currently valid Latvian construction standard LBN 002-19 stipulates that the maximum allowable heat transfer coefficient for windows of residential buildings is U_w=1,10 W/(m²K).

• Air Permeability – Determines the amount of air that will pass through a window or door when it is closed. Air permeability depends on the quality of the connection of the window components. The higher the air permeability class (1-4), the lower the air permeability and, consequently, the lower the heat loss. Ventilation must be organized regardless of the window construction.

• Wind resistance – wind resistance of windows, ensuring that the windows are not damaged in any way, for example, no cracks, damage to the frame and functionality is maintained, such as opening the window. The higher the wind load resistance class (1-6 – test pressure + AC – frame deflection), the more durable the window.

• Watertightness – determines the resistance of the window to water penetration into the window structure and inside the building during heavy rain and wind. The higher the class (1A – 9A for fully unprotected or 1B – 7B for partially protected windows), the more watertight the window is.

CRPC director Baiba Vītoliņa is concerned about the situation in the window market: “Unfortunately, it must be concluded that obtaining information about these properties is difficult – in several cases, when requesting information about window properties, information was provided that they are unnecessary or do not exist.” Documentation was also received in which the properties are indicated at intervals, thus preventing the understanding of what the properties of the specific, ordered window will be.

It is usually the practice of companies to require an advance payment of at least 50% of the transaction amount, which leads to a situation where a window is purchased without clearly knowing the details of its manufacturer and characteristics. The windows must bear the CE marking and the declaration of performance at the time of receipt of the window. However, upon receipt of the ordered windows, the CRPC found significant discrepancies:

• they are not identifiable, it is not clear who the manufacturer is and what the characteristics of the window are;

• the information provided about the window when ordering it does not match with the information received at the time of delivery of the window;

• the windows are not issued with a declaration of performance applicable to them, there is no information regarding the conformity assessment performed for the windows;

• no information is provided on the transportation, installation, maintenance, care and replacement of components.

At the beginning of 2021, when the ordered windows were received, more than 300 units of unidentifiable windows were suspended because they are not allowed to be offered on the market.

CRPC urges consumers not to purchase unidentifiable windows of unknown origin, the properties and use of which are not fully reported, both when ordering online and when purchasing windows in person. By concluding a distance contract, consumers have the right to return the product within 14 days.

CRPC will continue window monitoring work.

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