Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
What constitutes a major failure is set out in the Australian Consumer Law. While we offer a quality product it is important that you ensure you follow the proper installation and maintenance instructions to ensure the warranty remains valid.
Over time, natural colour change may also occur on your hardwood flooring, especially when exposed to direct sunlight, which is not considered a defect. Timber flooring is also a natural product and although engineered timber is designed to limit the expansion and contraction of the floor this still may occur. If some gapping does appear at board edges due to dry conditions, this is not considered a fault and will not be covered by warranty.
The limited warranties contained in this document are all conditional. They are subject to the limitations, disclaimers. All warranties run from the date of retail purchase for the applicable period described below. The benefits under these Warranties are in addition to other rights and remedies under a law in relation to the goods.
For the avoidance of any doubt, any and all undertakings which are not guaranteed under the Australian Competition and Consumer Act or the Australian Competition and Consumer Regulations 2010 and which are not expressly included in this Warranty are excluded to the extent possible under that legislation. This defects warranty is for the benefit of the property owner for whom the flooring product is installed. It is not transferable.
To be covered under our warranties you need to retain your sales receipt and make sure that the flooring is properly installed in accordance with our installation instructions. If you were not the direct purchaser then you will need to obtain evidence of purchase (e.g. receipts) from the contractor who purchased the products for you, and of correct installation, as explained further below.
You must also properly care for your new floor using our easy maintenance instructions which can be found on our website. The use of floor care products other than those we have specially formulated for use on our flooring products may damage your floor.
Defects Warranty
Subject to the conditions stated below and elsewhere in this Warranty, including correct installation and maintenance in accordance with our recommended guidelines, and under normal household use, we warrant that for 25 years:
The Kustom Timber flooring, in their original manufactured condition, will be free from manufacturing defects in lamination, assembly, milling and dimension. Note that features filled at the time of manufacture are not considered defects.
- The Kustom Timber flooring may be professionally sanded and refinished.
- The Kustom Timber flooring, when properly installed according to our installation instructions over radiant-heated subfloors that are engineered for the R-rating of the wood flooring product, will not buckle or delaminate as long as the subfloor temperature does not exceed 27⁰C during the life of the floor and the dwelling relative humidity levels are maintained between 30% and 60%.
Pre-Installation Defects Warranty
We warrant that our flooring products will not have any obvious milling, dimension or visual defects. You or your installer should carefully inspect the products before installation for such defects.
Any uncut pieces that appear to have defects should be returned to the original place of purchase; those pieces that do not meet our specifications will be replaced.
Since wood is a natural product, there will be natural variations in colour tone and grain that are not covered by this warranty. This pre- installation defects warranty expires upon installation.