Warranty 2 min read

Warranty Terms & Conditions

How to keep your cover valid and what to do if something is wrong. The conditions that matter, the proof worth keeping, and how a claim works.

Structural warranty

25 years

Condition

Correct fitting and care

Report damage

a timeframe that depends on the delivery postcode, with photographs

Binding text

Our terms and conditions

1/ 5

What this page is, and what it is not

Our floors carry a 25 year structural warranty. This page explains how that cover is kept valid and how to raise a problem, in plain language.

It is not the legal document. The binding text is our terms and conditions, and where a specific range comes with its own manufacturer documentation, that documentation applies to that product. If anything here reads differently from either of those, they take precedence.

In one line: Fit it as the instructions say, look after it as the care guide says, keep your paperwork, and tell us quickly if something is wrong.

The conditions that keep cover valid

A structural warranty covers how the board is made. It assumes the floor was given a fair chance, which comes down to four things.

Fitted to the product instructions

Where they state a tolerance, a moisture figure or a method, those govern. They come with the product and they are written against the guarantee.

A subfloor that passed

Dry, flat, sound and clean. Fitting over a failed moisture test is the most common reason a floor has to be replaced.

Suitable for the room

Solid wood is not suitable over underfloor heating. Engineered wood and LVT are.

Maintained as specified

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

The proof worth keeping

None of this takes long at the time and all of it is difficult to reconstruct later. Keep it somewhere you will find it in ten years.

Your order confirmation

It identifies the product, the quantity and the date.

Batch information from the packs

Photograph a label before the packing goes out. This is what identifies a production run.

Photographs of the subfloor

Taken before the floor went down, including any moisture readings. This is the single most useful record in a dispute.

Who fitted it, and when

A name and a date. If a fitter was used, their invoice.

Why this matters: A structural claim turns on whether the board failed or the conditions did. Records of the conditions are what let that question be answered in your favour.

How to raise a problem

The same route whether it is a delivery issue or something that appears later.

Check the pallet before you sign

Your signature is treated as acceptance of the goods as delivered, so look before you sign rather than after.

Report damage within seven days

With photographs. This window is short and it starts on the day of delivery.

Open a pack and check in daylight

Colour and grade concerns are straightforward before fitting and much harder afterwards, because an installed floor is treated as accepted.

Order number, photographs, what you are seeing and where. The more of the record above you can send, the faster it moves.

Stop fitting if you are unsure

Laying the rest of a floor you have a concern about narrows the options for everyone. Ask first.

Important: Do not sand, abrade or refinish an area you intend to raise with us. It changes the evidence and can turn a straightforward question into an unanswerable one.

Returns and cancellations

Separate from the warranty, and worth knowing before you order. Unopened full packs can be returned within 30 days, a restocking fee of 25% applies to goods that are not faulty, and made to order items are produced for you and cannot be returned. The delivery and returns page carries the detail, and our terms and conditions carry the binding version.

Order once: Order the whole job including the waste allowance in one go. Boards are produced in batches and a later top up may not match, which is a problem no return policy solves.

Something wrong with your order?

Tell us early. Damage has to be reported within seven days of delivery, with photographs, and most problems are far easier to put right at that stage.

Ask our team What the warranty covers

Warranty Warranty & Technical Specs Warranty BML Fitting and Warranty Fitting guide Engineered Wood Installation Guide

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