Account
Warranty Information
Carpet and Vinyl Wear Warranty
- The wear warranty relates to normal indoor use installed in a single family domestic residence.
- All carpet covered by the warranty must be 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.
- The warranty is specific to the original user and is not transferable.
- The warranty is specific to the wearing out of the pile surface through to the backing. Whilst our products are constructed to be suitable for a wide variety of applications, we cannot warrant against change of surface appearance whilst in general use.
- Claims on the Guarantee which we do not consider to be correct. If a floor has failed in circumstances where it has been installed and maintained properly and kept within temperature and moisture limits stipulated then we are generally happy to replace areas of failure. This happens in less than one third of one per cent of installations and only where there is actually something wrong with the product as manufactured. 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. All customers have their statutory rights which are not affected by this guarantee. Beyond those rights we are the ultimate judges of when we will and will not replace products and we retain absolute discretion in that regard.
We’ve made it straightforward to claim - simply get in touch with our customer service team here and they’ll guide you through the process of claiming and request information to help process your enquiry. Please retain a proof of purchase and maintain the carpet in accordance with the warranty conditions.
- Can be cancelled at any point up until 48 hours after delivery of goods.
- Is not an insurance policy.
- Is limited in liability up to and including the total value of the original order.
- Is limited to £3 per m² in fitting costs.
- Is subject to information and documentation that appears on our website and are updated from time to time, in sections which describe the types of product supplied, which give installation and maintenance requirements as well as temperature and moisture requirements and which describe acceptable underfloor heating practices.
Please note the terms of this warranty do not affect your statutory rights.
Carpet Stain Warranty
- Cleaning costs if the stain can’t be removed by a professional cleaner.
- A new carpet of the same or similar quality if the stain can’t be removed by professional treatment.
- Removal of your existing stained carpet.
- Installation cost at a normal consumer rate, excluding extra costs of moving furniture.
- Refund applicable only to the area or room directly affected.
- Removal and installation costs limited to £3 per square metre.
- 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 gross negligence.
- Costs relating to the replacement of underlay, moving of furniture, equipment or any other items during installation.
- For this warranty to be valid, you must retain your proof of purchase in the form of a receipt or invoice, showing the name and address of the retailer, the date of purchase, the name and colour of the carpet and the price you paid per square metre.
- This warranty only applies to carpets fitted in a single-family residence and subjected to normal domestic wear.
- All carpets must be fitted by a professional company registered to DB5325 standards to be eligible for cover by this warranty.
- The warranty is only valid in the name of the first purchaser and is non-transferable, unless written authority is received from Flooring Superstore. In other words, if the carpet is re-sold by you, or the residence in which it is fitted was sold, the warranty becomes invalid for the new owners of the carpet.
- The carpet must be cleaned at least once every two years by a professional cleaning company, as itemised by you in the maintenance record, to be validated by retained receipts or invoices.
- This warranty, limited to the UK, Eire and Channel Islands, gives you specific legal rights and does not affect your statutory rights.
- This warranty does not cover the fitting costs, or any additional costs associated with removal or installation.
- 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. We specifically decline all responsibility for other direct or indirect damage. Complaints on deterioration due to normal wear and tear of the carpet – crushing of the fibres and/or shading are not seen a manufacturing fault and are therefore not covered by this warranty.
- Definition of a “Stain”: A permanent modification greater than one unit on the grey scale ISO 105-A03 (1993).
- In case of dispute, Flooring Superstore will appoint an independent expert who will inspect the carpet on site.
- Claims on the Guarantee which we do not consider to be correct. If a floor has failed in circumstances where it has been installed and maintained properly and kept within temperature and moisture limits stipulated then we are generally happy to replace areas of failure. This happens in less than one third of one per cent of installations and only where there is actually something wrong with the product as manufactured. 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. All customers have their statutory rights which are not affected by this guarantee. Beyond those rights we are the ultimate judges of when we will and will not replace products and we retain absolute discretion in that regard.
- Can be cancelled at any point up until 48 hours after delivery of goods.
- Is not an insurance policy.
- Is limited in liability up to and including the total value of the original order.
- Is limited to £3 per m² in fitting costs.
- Is subject to information and documentation that appears on our website and are updated from time to time, in sections which describe the types of product supplied, which give installation and maintenance requirements as well as temperature and moisture requirements and which describe acceptable underfloor heating practices.
We’ve made it straightforward to claim - simply get in touch with our customer service team here and they’ll guide you through the process of claiming and request information to help process your enquiry.
Packed Item Warranty
- Manufacturer’s faults.
- Tongue and Groove and Click System failures.
- Delamination of our boards.
- Faulty filler in our planks.
- Problems with the floor which occur because our installation and maintenance guidelines, have not, in our opinion, been followed.
- Flooring which has been installed despite being obviously defective before installation. Any fitter, expert or DIY, who buys our products is obliged to check that flooring is suitable before installing. Wood is a natural product and whilst we will replace flooring which is delivered to our customer in a defective state, we do not guarantee a colour match of replacement materials.
- Visual problems which have occurred due to normal wear and tear, denting through concussive use whether through footwear or other foreign or heavy objects.
- Problems which occur through abnormal moisture or heat levels, staining or through flooding.
Including the normal consequences of age such as fading due to sunlight.
- Problems which occur because of repairs carried out other than under our guarantee and authorised by us.
- Consequential costs and losses including other costs associated with re-installation and finishing. We are not obliged to pay more than the cost of the original materials supplied and fitted in total.
- Claims on the Guarantee which we do not consider to be correct. If a floor has failed in circumstances where it has been installed and maintained properly and kept within temperature and moisture limits stipulated then we are generally happy to replace areas of failure. This happens in less than one third of one per cent of installations and only where there is actually something wrong with the product as manufactured. 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. All customers have their statutory rights which are not affected by this guarantee. Beyond those rights we are the ultimate judges of when we will and will not replace products and we retain absolute discretion in that regard.
We’ve made it straightforward to claim - simply get in touch with our customer service team here and they’ll guide you through the process of claiming and request information to help process your enquiry.
After our expert team has been able to pinpoint the issue in your case, we will try and keep upheaval to the minimum and replace single planks with 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.
- Can be cancelled at any point up until 48 hours after delivery of goods.
- Is not an insurance policy.
- Is limited in liability up to and including the total value of the original order.
- Is subject to information and documentation that appears on our website and are updated from time to time, in sections which describe the types of product supplied, which give installation and maintenance requirements as well as temperature and moisture requirements and which describe acceptable underfloor heating practices.
Please note the terms of this warranty do not affect your statutory rights.
Artificial Grass Warranty
We warrant that under normal conditions, our artificial grass products will sustain their UV stability and tensile strength during the applicable warranty period.
The universal UV warranty period, however, does not in any way indicate that the product will be damaged and discoloured by UV rays immediately after this period. It denotes that the human eye will notice no significant change in colour of the product when it is compared to that of the same product, of the same age, that has been kept away from UV exposure during the warranty period. The warranty period is not reflective of the potential full UV protection of the product’s lifespan, which is typically recognised to be on average ten to 15 years of normal use in a temperate climate.
The applicable warranty period begins on the date of installation or supply of the product. Warranty covers product only and not installation, groundwork or labour. Installation of artificial grass on to any wooden sub-base e.g. decking, will not prevent the deterioration of the sub-base. Flooring Superstore shall not be liable for any deterioration of wooden sub-base onto which artificial grass has been installed.
This warranty is inapplicable (i) to products used for any purpose other than landscape purposes, (ii) to any damage during or on account of improper handling, storing, transportation, installations or repairs unless the improper conducts are committed by Flooring Superstore, or (iii) to the extent that any defect or damage is caused by:
- Burns, cuts, accidents, vandalism, abuse, negligence or neglect.
- Japanese Knot Weed, Bamboo, Mare’s Tail, Tree Root Growth or any other horticultural external influence.
- Wild animal damage including Badgers, Moles, Foxes and any other non-domestic animal.
- Damage from Dogs, Cats, Rabbits or any other 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.
- The playing surface being used for the purpose other than for which it was designed and installed.
- 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
- Failure to properly maintain, protect or repair the artificial grass.
We’ve made it straightforward to claim - simply get in touch with our customer service team here and they’ll guide you through the process of claiming and request information to help process your enquiry.
After our expert team has been able to pinpoint the issue in your case, we will try and keep upheaval to the minimum and replace 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. Flooring Superstore shall neither be obligated to remove or dispose of the defective artificial grass or install the new artificial grass, nor be obligated to pay the cost for such removal, disposal or installation.
- Can be cancelled at any point up until 48 hours after delivery of goods.
- Is not an insurance policy.
- Is limited in liability up to and including the total value of the original order.
- Is 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.
Please note the terms of this warranty do not affect your statutory rights.