Warranty 1 min read

Warranty & Technical Specs

What our structural warranty covers, what it does not, and the conditions that keep it valid. Plus the return and damage windows that apply to every order.

Structural warranty

25 years

Covers

Delamination and structural failure

Condition

Normal domestic use, correct fitting

Damage window

7 days, with photographs

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What the structural warranty covers

Our floors carry a 25 year structural warranty. It covers delamination and structural failure of the board under normal domestic use, where the floor has been correctly installed and correctly maintained.

Structural means the board itself coming apart: the wear layer separating from the core, or the board failing through its construction. It is a warranty on how the product is made.

The short version: If the board fails as a board, that is us. If the surface has been worn, soaked or fitted badly, that is not.

What it does not cover

These exclusions are not unusual, and every one of them is preventable.

Surface wear

Scratching and dulling from grit walked in on shoes. Mats and regular sweeping prevent almost all of it.

Water damage

Standing water, leaks, and steam cleaning where the manufacturer does not allow it.

Fitting errors

No expansion gap, an out of tolerance subfloor, or a floor laid over a failed moisture test.

Unsuitable use

Solid wood over underfloor heating, or a surface temperature above what the heating manufacturer specifies.

Keeping the warranty valid

Four things, and they are the same four that make a floor last regardless of any guarantee.

Fit to the product instructions

Where they state a tolerance, a moisture figure or a method, those take precedence over any general advice, including ours.

Keep the proof

Your order confirmation, the batch information on the packs, and photographs of the subfloor before the floor went down.

Maintain it as specified

Damp mop only, the right product for your finish, felt under furniture and mats at external doors.

Report problems early

A fault reported when it appears is far easier to resolve than one reported a year later.

Delivery, damage and returns

These windows apply to every order and they are short, so it is worth knowing them before your pallet arrives.

Checking on arrival

Inspect the pallet before you sign. Your signature is treated as acceptance of the goods as delivered.

Reporting damage

a timeframe that depends on the delivery postcode of delivery, with photographs.

Returning unopened stock

Full unopened packs within 30 days.

Restocking

A 25% restocking fee applies to returns of goods that are not faulty.

Made to order

Bespoke items are produced for you and cannot be returned.

Delivery cost

Calculated at checkout.

Important: Open one pack and check the boards in daylight before the fitter starts. Once a floor is installed it is treated as accepted, and a colour or grade concern is much harder to resolve.

Questions about a delivery or a claim?

The sooner you tell us, the more we can do. Damage has to be reported within seven days of delivery, with photographs.

Delivery and returns Ask our team

Warranty Warranty Terms & Conditions Warranty BML Fitting and Warranty Fitting guide Engineered Wood Installation Guide

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