The Hardwood Guys Limited Residential Installation Warranty
Congratulations on the installation of your new floor! For floor-care tips, please visit www.hardwood-guys.com/cleaning
The original purchaser with a copy of the signed estimate is covered by this warranty. This warranty is not transferable.
LENGTH OF COVERAGE
This limited warranty is valid from the date of substantial completion of installation projects up to one (1) year for normal residential foot traffic. Installation Claims must be submitted within seven (7) days of the date that the problem with the floor is first discovered. Refinishing warranties are valid for a period of 3 months from the last day we applied the final coat and only if the issues described below are present. In some cases, the manufacturer will need to contacted if the concern is product related. Please contact us if extended coverage is desired and the costs to do so.
The installation is warranted that it was installed pursuant to industry standards and manufacturer's installation instructions.
WHAT'S NOT COVERED
Moisture (or Lack of Moisture): Damages caused by moisture (such as leaking pipes, spills, wet mopping, pets, failure to properly maintain relative humidity or temperature, subfloor moisture, etc.) are excluded. Moisture (and dryness) can cause issues such as cupping, crowning, warping, buckling, peeling, twisting, or gapping.
Wood is a hygroscopic material. This means that when wood is exposed to air, it will dry or pick up moisture until it is in equilibrium with the humidity and temperature of the air. Indoor air humidity level must be in the range of 45-65%, and air temperature should be kept in the range of 65°F – 75°F. These ratios should be maintained both below and above your installation at all times to keep gaps to a minute and other moisture related items. Warranty is void if these areas are not maintained and/or basement or crawlspace are not maintained properly.
Repairs, Buff and Coat, Screen and Re-Coat, or any work that was originally performed by others are not considered warrantable and all quotes are open-contract. Rails, Posts, Nosing, and Stair-Case work is not included in our warranty program.
Other Site and Environmental Conditions: Defects or damages resulting from extreme indoor conditions (such as extreme heat, radiant heat, or exposure to sand); foundation issues such as settling; indentations and scratches (caused by pets, furniture, appliances, tools, heels, toys, etc.); improper maintenance and accidents; failure to follow instructions provided by Installation Provider or manufacturer, misuse and abuse; and any wear that conflicts with the care instructions on www.hardwood-guys.com/cleaning or www.hardwood-guys.com/terms are not covered. Squeaks and Board movement are not covered by any warranty. Consult a carpenter if there are concerns before we start. Alterations or repairs performed by someone other than the Installation Provider are not covered.
Special and unconventional installations: Installations and/or installation methods performed at your request against the advice of the Installation Provider are not covered. Repairs, Buffing, and Misc. custom work, or special installations such as borders and medallions or lacing or tying into existing installed flooring from another manufacturer are not covered.
Damages and Boards Installed with Visible Defects not promptly reported: THG recommends that you be present for the installation and participate in board selection. In the event that, despite participating in board selection, you object to a board with defects such as visible manufacturing, natural or other defects it must be reported to the Installation Provider, Expeditor or Customer Care promptly. If you did not participate in board selection and failed to promptly report a visible defect, it is not covered. It is suggested that you inspect the installation upon completion. Damages to personal property and dissatisfaction with craftsmanship must be reported within three (3) days of completion of installation and if not timely immediately, are waived.
Natural Wood Characteristics: Wood flooring is a natural product. It may change as a result of the conditions to which it is exposed including seasonal and environmental factors. Seasonal gapping due to the wood's expansion and contraction in heating and non-heating seasons may occur. Color changes due to aging or exposure to UV/sunlight may also occur. In addition, natural wood variations from board to board, like differences in grain, color, tone, and knots, may exist. Issues relating to these natural wood characteristics are not covered under this warranty.
Color and Shade Variations: New or replacement flooring may not always match samples, printed color photography (including websites and catalogs), existing flooring or other wood products (such as cabinets, stair railings, trim and moldings) due to natural variations that occur by species, age, growing conditions, exposure to UV/sunlight and other factors. Consequently, these variations should be expected.
Odd Lots and Other Parties: An odd lot is flooring that is discounted because it did not pass our rigorous inspection process and installation of it is not covered. Accordingly, the installation of flooring that did not pass inspection is not covered under this warranty. Additionally, only installation agreements made directly with and paid for in full directly to THG. are covered by this Warranty.
Special, Indirect or Consequential Damages: Losses, damages or expenses relating to anything other than the floor itself are not covered. For example, personal damages/costs that may arise while pursuing a quality issue, such as missed time from work, hotel stays, moving, storage fees, kennel costs for pets, etc., are not covered. Countertops, cabinets, built-in appliances or other fixtures should not be installed on top of your floor and the cost of the removal or replacement of these items is not covered.
Finish and Manufacturer's Warranty: THG does not guarantee any size or grade of hardwood flooring against cupping, buckling, warping, shrinking, insect infestation, or damage caused by moisture or water, including humidity; we also are not accountable for the use of improper cleansers or cleaning techniques on your wood surface.THG does guarantee the finish of your hardwood floor for one year against peeling, cracking and chipping given the conditions of normal, residential usage. However, THG cannot guarantee any flooring against pet damage, scratching, dulling finish, fading color and/or color changes.THG will not be held responsible for products that were installed with defects from other flooring companies, flooring manufacturers, individuals or contractors.
This warranty will not cover damages due to the neglect or abuse of the flooring caused by, but not limited to, high heels, animals, children, fire, heat, do it yourself installations, etc. Such damages are not covered under manufacturer’s warranty and/or installation warranty. For further inquiries or the latest information specific to manufacturer’s warranties, please contact one of our expert associates who are willing and able to correspond with you directly, regarding any questions and/or concerns. (This limited warranty does not apply to any floor finish or pre-finished material used in the installation. For the warranty on pre-finished material, please consult the manufacturer.)
HOW TO MAINTAIN YOUR WARRANTY
Follow the Post Installation Requirements and Care Instructions: Your installation area must be between 60° to 80° Fahrenheit with relative humidity between 30% and 50% for at least five days prior to delivery and throughout the life of your floor to ensure optimum performance. Care instructions can also be found on the THG website. You must comply with all applicable environmental and building codes, regulations and laws.
Inspect All Boards for Visible Defects: Boards installed with visible defects are not covered under this warranty. Accordingly, before installation, you should examine all boards to ensure they are satisfactory. If any boards are unacceptable due to color, finish, milling or any other reason, it is up to you to determine whether the Installation Provider should use them, hide them in areas like closets, trim off the imperfection, or not install them at all.
Plan on being present during installation to ensure that all required procedures are completed and boards with visible defects are not installed. It is important to inspect individual boards and to frequently step back to observe the "whole picture" before installation is completed.
If quality issues are suspected before or during installation, immediately contact your project manager within 7 days.
WHAT WE WILL DO
If any portion of your installation should fail with respect to this warranty, we will repair the improperly installed portion. Repair is the sole remedy under this warranty. Repair or replacement does not renew or extend the terms of this warranty. Any warranty on the repair expires one year from the date of the initial installation or 45 days from the date of the repair, whichever is later. The repair will be performed by the original Installation Provider, if possible, and during regular business hours. There is no guarantee that the same or a similar product to the original flooring will be available at the time the repairs are made. You agree to accept a reasonable replacement product or substitute Installation Provider, if either may become necessary. If additional materials are required due to materials not being available, you shall be required to incur such costs. We reserve the right to fix any issues occurring regardless of time constraints.
We reserve the right to investigate, assess and validate reported claims by, among other things, requesting samples from you for technical analysis and performing an inspection of the flooring and installation location.
AS HIGHLIGHTED IN THE "WHAT'S NOT COVERED" SECTION, UNDER NO CIRCUMSTANCES, WILL WE BE LIABLE FOR ANY DIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES. FURTHER, UNDER NO CIRCUMSTANCES WILL OUR LIABILITY ARISING OUT OF OR RELATING TO THE INSTALLATION OF YOUR FLOORING EXCEED THE TOTAL SUM PAID BY YOU FOR THE INSTALLATION SERVICES (LABOR) AT ISSUE. WE WILL NOT COVER FEES FOR MOVING, OUTSIDE CONSULTING, LOSS OF REVENUE FROM TENANT, AND ANY AND ALL CHARGES FROM OUTSIDE TRADES OR SERVICES.
HOW TO FILE A WARRANTY CLAIM
Call THG directly or send an email to firstname.lastname@example.org. Claims must be submitted within seven (7) days of the date that the problem with the floor is first discovered. We reserve the right to fix all the issues if we choose. If we choose to return funds, it will only be for the amount on the signed estimate. Any negative reviews or legal threats will immediately cancel out all warranties. Again, we're a professional company with years of experience and reserve the right to fix any issues that are proven outside of the guidelines of the NWFA
The terms above represent the sole and exclusive warranty with regard to your installation services. WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, EXCEPT TO THE EXTENT THAT ANY SUCH WARRANTIES CANNOT BE VALIDLY DISCLAIMED UNDER APPLICABLE LAW.
This warranty gives you specific legal rights, and you may also have other rights which vary from State to State or Province to Province. We maintain the exclusive right to alter the obligations and limitations of this warranty.
This warranty does not restrict or limit the right of the Installation Provider to bring action against you for non-payment. This warranty is provided by The Hardwood Guys of the State the work has been completed.