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Warranty Information

Warranties are provided by Connection Flooring Limited (07924240), Henson Close, South Church Enterprise Park, Bishop Auckland, DL14 6WA.

All our products are manufactured to exacting raw material and production specifications which gives us the confidence to offer this warranty, giving peace of mind to our customer over an extended timeframe.

Terms Applicable to All Warranties

These warranties:

  • are specific to the original purchaser and are not transferable;
  • can be cancelled at any point up until 48 hours after delivery of goods;
  • are not an insurance policy;
  • are only intended to cover manufacturing faults, not wear and tear;
  • are limited in liability up to and including the total value of the warranted product supplied on the original order;
  • do not cover any contingent or consequential costs;
  • will be made invalid where repairs are carried out other than under our guarantee and authorised by us;
  • are subject to information and documentation that appears on our website and is updated from time to time, in sections which describe the types of product supplied, which give installation and maintenance requirements;
  • are subject to competent product installation compliant with the instructions appearing on our websites and;
  • begin on the day of supply of the product;
  • can be cancelled at any point up until 48 hours after delivery of goods;
  • are subject to our ultimate and absolute discretion;
  • do not affect your statutory rights;

For any warranty to be valid, you must retain your proof of purchase. Specific terms and conditions are applicable dependent on the products purchased.

Carpet & Vinyl Packed Products Artificial Grass Fitting Warranty Warranty Claims

Carpet and Vinyl Wear Warranty

Faults covered and requirements
  • We warrant to replace, free of charge, any carpet covered by this guarantee which fails to meet the wear characteristics outlined in this warranty.
  • 'Wear' in relation to the terms of this warranty is the wearing of the pile surface through the backing under normal conditions of domestic use; where an area of the backing of approximately 10cms diameter is visible.
  • The wear warranty relates to normal indoor use on the first install of a carpet in a single family domestic residence
  • The carpet must be regularly maintained with regular vacuum cleaning (at least weekly) and must be professionally cleaned at least once every 2 years from date of purchase and recorded evidence kept.
Exclusions and requirements
  • The warranty is specific to the wearing out of the pile surface through to the backing. We do not warrant against change of surface appearance whilst in general use.
  • We will not replace flooring where in our opinion the problem is not due to manufacture, but to other circumstances which we have given fair warning of through our website conditions and which can be avoided by proper installation and use.

Carpet Staining Warranty

Faults covered and requirements
  • We warrant to replace, free of charge, any carpet covered by this guarantee which fails to resist staining by foods and beverages and cannot be cleaned.
  • We apply the industry definition of a “stain” in this warranty. ‘Staining’ means a permanent transformation of more than one unit on the ISO-105 A03 Greyscale.
  • The ability to ‘resist staining’ means the ability of the carpet pile to withstand or minimise permanent staining caused solely by foods and beverages.
  • This warranty will initially cover the cost of professional cleaning if the stain can’t be removed by domestic methods.
  • A new carpet of the same or similar quality will be supplied if the stain can’t be removed by this professional treatment.
  • The wear warranty relates to normal indoor use installed in a single family domestic residence
  • The carpet must be regularly maintained with regular vacuum cleaning (at least weekly) and must be professionally cleaned at least once every 2 years from date of purchase and recorded evidence kept.
Exclusions from the Warranty
  • All stains caused by non-food or non-beverage substances.
  • All pigment stains such as dyes contained in food and drink products like mustard and IRN-BRU.
  • Discolouration or shading changes to the carpet due to normal everyday footfall soiling, crushing of the pile, abrasion or pile reversal.
  • Staining following the use of any chemical application which is not recommended in the ‘Cleaning procedures’ section of this leaflet, or the use of any additional carpet treatment.
  • Staining due to improper cleaning methods or chemicals, or their incorrect use.
  • Staining due to abnormal use or conditions, including wilful acts of negligence.
  • Deterioration due to normal wear and tear of the carpet – including crushing of the fibres and/or shading which are not a manufacturing fault
  • We will not replace flooring where in our opinion the problem is not due to manufacture, but to other circumstances which we have given fair warning of through our website conditions and which can be avoided by proper installation and use.
  • The warranty is no longer valid when damage arises due to malice, negligence, removal of the carpet, transport or due to fire, damage by water and similar.

Packed Item Warranty

Faults Covered and requirements

We warrant our flooring against the following faults:

  • Manufacturer’s faults
  • Tongue and Groove and Click System failures
  • Delamination
  • Faulty filler

This warranty is applicable only to products subject to normal indoor use in relation to the first time installation in a single family domestic residence

Exclusions and requirements
  • The wear warranty is only valid for normal indoor use installed in a single family domestic residence
  • Flooring which has been installed despite being obviously defective before installation is not covered.
  • Visual problems occurring due to normal wear and tear and denting due through footwear and heavy objects are excluded.
  • This warranty does not cover the normal consequences of age such as fading due to sunlight.
  • We will not replace flooring where in our opinion the problem is not due to manufacture, but to other circumstances which we have given fair warning of through our website conditions and which can be avoided by proper installation and use. This includes but is not limited to abnormal moisture or heat levels, staining or flooding.

Artificial Grass Warranty

Faults Covered and requirements
  • We warrant that under normal conditions, our artificial grass products will sustain their UV stability and tensile strength during the applicable warranty period.
  • Normal intensity of use is considered to be 30-60 hours of use on average per week.
  • This warranty is applicable only to products used for landscaping in a domestic setting.
Exclusions
  • Where there has been failure properly maintain, protect or repair the artificial grass.
  • Deterioration of wooden sub-base onto which artificial grass has been installed.
  • Damage during or on account of improper handling, storing, transportation, installations or repairs unless we caused this.
  • Burns, cuts, accidents, vandalism, abuse, negligence or neglect.
  • Japanese Knot Weed, Bamboo, Mare’s Tail, Tree Root Growth or any other horticultural external influence.
  • Animal damage from any wild animal or domestic pet.
  • Reflection from mirrors and/or glass onto the product.
  • Subsidence caused by ground movement and/or tree roots.
  • Improper design or failure of the sub-base.
  • Drainage defects or deficiencies on the sub-base and/or its surrounding area.
  • Wear or abrasion caused by an inadequate sub-base.
  • Any harmful chemical reaction to the Product caused by infill materials.
  • Use of improper footwear or sports equipment.
  • Application of improper cleaning methods.
  • Use of cleaning chemicals, herbicides or pesticides.
  • Forces majeure or other conditions beyond the reasonable control of Flooring Superstore.
  • Post fibrillation after or during installation purposes other than to get the infill materials in place
  • We will not replace artificial grass where in our opinion the problem is not due to manufacture, but to other circumstances which we have given fair warning of through our website conditions and which can be avoided by proper installation and use.

Fitting Warranty

Faults Covered and requirements
  • We warrant that our fitting service will install our products to meet your satisfaction.
  • We warrant that we will resolve any fitting issues which arise under normal indoor use in relation to the first time installation in a single family domestic residence.
  • The flooring must remain “as fitted” in it its original location
  • This warranty only relates to installation and does not cover wear or issues arising as a result on the installation of flooring in locations which are not recommended for that type of product. More information on this is available in our help centre.
  • This warranty is limited to the installation of products purchased from us and does not include any other work which might have been carried out by the fitter.

Warranty Claims

Any claims should be notified to us in the first instance using the facility available on the “contact us” page of our website.

Remediation

After our expert team has been able to pinpoint the issue in your case, we will try and keep upheaval to the minimum and repair issues where we can, including supplying repair kits for self-remedy.
Should you require a larger area replacement, we will replace with the same product or a like-for-like product, depending on the status of the product in question at the time of repair. This warranty does not cover the removal or disposal of the original product. We cannot guarantee a colour match to the original product.

Disputes

In case of dispute, Flooring Superstore will appoint an independent expert who will inspect the flooring on site.
We will abide by the decision of the expert.