Flooring Warranty & Installation Workmanship Guarantee

1. Introduction

This document explains how flooring warranties work and what is covered by the manufacturer, supplier, installer and customer.

Flooring is a finished surface and its performance depends on a number of factors, including the product selected, the condition of the subfloor, the quality of installation, the environment in which it is used, cleaning and maintenance, levels of traffic, moisture, temperature, furniture, equipment and general wear and tear.

Where we supply and/or install flooring, we aim to make clear what is covered, who is responsible, and what happens if a problem arises.

Some flooring installations are carried out directly by Winder Carpets’ own installers. Other installations, particularly some domestic installations, may be carried out by approved independent self-employed installers.

Where the installation is carried out by Winder Carpets’ own installers, the installation workmanship guarantee is provided by Winder Carpets in accordance with the guarantee periods and conditions set out in this document.

Where the installation is carried out by an approved independent self-employed installer, the same workmanship standards and guarantee periods apply. However, the installer remains responsible for the workmanship of their own fitting work.

In either case, customers should contact Winder Carpets in the first instance if they have a concern about the installation. We will help identify the nature of the issue, arrange inspection where appropriate, and liaise with the installer where the work was carried out by an independent self-employed fitter.

This distinction does not affect any manufacturer product warranty that may apply to the flooring product itself.

This warranty does not affect any statutory rights that may apply.

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2. Product warranties

Flooring products may come with a manufacturer’s warranty. This is usually provided by the manufacturer of the carpet, vinyl, laminate, LVT, safety flooring or other floorcovering.

Manufacturer warranties usually relate to the product itself and may cover matters such as manufacturing defects, wear ratings or performance claims, subject to the manufacturer’s terms and conditions.

Manufacturer warranties do not normally cover problems caused by:

• incorrect installation by others;
• unsuitable product selection;
• misuse, damage or abuse;
• incorrect cleaning or maintenance;
• staining, soiling or chemical damage;
• excessive moisture, leaks or flooding;
• sunlight, heat or UV discolouration;
• subfloor movement or building defects;
• use of the product outside its intended domestic or commercial rating.

Where a product warranty claim is required, we may assist the customer in raising the issue with the manufacturer, but the final decision on any manufacturer warranty claim rests with the manufacturer.

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3. Who carries out the installation and who is responsible

Flooring installations arranged through Winder Carpets may be carried out either by Winder Carpets’ own installers or by approved independent self-employed installers.

Where the installation is carried out by Winder Carpets’ own installers, Winder Carpets is responsible for the installation workmanship guarantee set out in this document.

Where the installation is carried out by an approved independent self-employed installer, the same workmanship guarantee periods apply. The independent installer remains responsible for the workmanship of their own installation, but customers should contact Winder Carpets in the first instance if they have any concerns.

We will help review the issue, arrange inspection where appropriate, and liaise with the installer where the fitting was carried out by an independent self-employed installer.

This distinction does not affect any product warranty provided by the flooring manufacturer and does not affect any statutory rights that may apply.

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4. Domestic installation workmanship guarantee

For domestic installations, our workmanship guarantee is as follows:

Carpets

Carpet installation workmanship is guaranteed for 6 months from the date of installation.

This covers fitting issues caused by our workmanship, such as incorrect fitting, poor finishing, defective joins or problems with gripper, door bars or trims where supplied and installed by us.

It does not cover normal flattening, shading, pile reversal, wear, soiling, staining, furniture marks, pet damage, door clearance issues where doors have not been trimmed, or movement caused by the condition of the subfloor or staircase.

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Domestic sheet vinyl

Domestic sheet vinyl installation workmanship is guaranteed for 6 months from the date of installation.

This covers fitting issues caused by our workmanship, such as poor cutting, defective joins, lifting caused by incorrect fitting, or finishing issues around edges or trims.

It does not cover indentation, tearing, staining, sunlight discolouration, damage from appliances, furniture, high heels, pets, heat, water, cleaning products, movement of the subfloor or damage caused by dragging items across the floor.

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Laminate flooring

Laminate flooring installation workmanship is guaranteed for 6 months from the date of installation.

This covers issues caused by our workmanship, such as incorrect fitting, defective trims or finishing issues.

It does not cover swelling, water damage, expansion caused by moisture, damage from cleaning, impact damage, scratches, chipping, movement caused by uneven subfloors, or product failure.

Laminate flooring is particularly sensitive to moisture and cleaning methods. The customer must follow the manufacturer’s care and maintenance instructions.

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Rigid click LVT

Rigid click LVT installation workmanship is guaranteed for 6 months from the date of installation.

This covers fitting issues caused by our workmanship, such as incorrect fitting, poor finishing or issues with trims supplied and installed by us.

It does not cover product locking-system failure, subfloor movement, unevenness, heat expansion, sunlight-related movement or discolouration, scratches, indentation, moisture damage, cleaning damage or damage caused by heavy furniture or appliances.

Rigid click flooring is a floating floor system and may move naturally depending on temperature, sunlight, room conditions and use.

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Glue-down domestic LVT and other adhered hard flooring

Glue-down LVT and other fully adhered domestic hard flooring installations are guaranteed for 12 months from the date of installation.

This longer workmanship guarantee reflects the fact that fully adhered hard flooring relies more heavily on adhesive bond, subfloor preparation, smoothing compounds and installation method.

The guarantee covers workmanship issues such as:

• adhesive failure caused by incorrect installation;
• tiles or planks lifting due to defective fitting;
• poor cutting or finishing;
• defective joins;
• preparation failure caused by our workmanship.

It does not cover scratches, indentation, sunlight damage, heat damage, staining, chemical damage, moisture issues, subfloor movement, building defects, incorrect cleaning, product defects or damage caused by furniture, appliances, pets, castor chairs or heavy point loading.

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5. Commercial installation workmanship guarantee

Commercial flooring is often exposed to heavier and more demanding use than domestic flooring. This may include high footfall, trolleys, castor chairs, pallet trucks, cleaning machines, chemicals, spillages, equipment, furniture movement, point loading and other commercial pressures.

For commercial installations, our standard workmanship guarantee is 3 months from the date of installation.

During this period, we will inspect any reported issue that may relate to our workmanship. If, following inspection, the issue is found to have been caused by defective installation workmanship, we will carry out appropriate remedial works.

At our discretion, and subject to inspection, we may extend workmanship cover for a further 3 months, up to a maximum of 6 months from the date of installation, but only where the issue is confirmed by us to be workmanship-related.

This extended period does not apply automatically. It is dependent on:

• the nature of the issue;
• the location and use of the flooring;
• the condition of the floor;
• whether the flooring has been properly maintained;
• whether the product has been used within its intended specification;
• whether damage, misuse, cleaning, moisture, movement or third-party works have contributed to the problem.

After the commercial workmanship guarantee period has expired, inspections, repairs and remedial works will normally be chargeable unless we agree, following inspection, that the issue was caused by defective workmanship at the time of installation.

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6. Commercial safety flooring, welded seams and preparation materials

Where we install commercial safety flooring, sheet vinyl, welded seams, cap-and-cove flooring, smoothing compounds, damp-proof membranes or other preparation materials, our guarantee applies to our workmanship only.

The presence of welded seams, coved skirtings or preparation materials does not mean the floor is immune from damage or later failure. Welds, seams and joints can be damaged by:

• heavy traffic;
• trolleys, pallet trucks or castor wheels;
• cleaning machinery;
• excessive water or incorrect cleaning;
• chemical exposure;
• impact damage;
• sharp objects;
• dragging equipment or furniture;
• heat;
• subfloor movement;
• moisture or contamination;
• building defects;
• use beyond the product’s intended specification.

Any issue with safety flooring, welded seams, lifting, bubbling, cracking, debonding or preparation materials must be reported as soon as it is noticed.

If the issue is found to be caused by our workmanship within the applicable guarantee period, we will arrange appropriate remedial work. If the issue is caused by use, damage, maintenance, moisture, cleaning, traffic, movement, third-party works or matters outside our control, inspection and repair work will be chargeable.

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7. Why installation issues usually appear early

Genuine installation workmanship issues normally become apparent within a relatively short period after fitting.

For example, if a floor has not bonded correctly, if a seam has not been completed correctly, if a trim has not been fixed properly, or if there is a fitting error, this will usually show during the early period of use.

Problems arising later are more commonly linked to wear, cleaning, moisture, heat, sunlight, building movement, product performance, damage or the way the area is being used.

For this reason, our workmanship guarantee is intended to cover genuine installation faults. It is not an ongoing maintenance agreement and does not cover damage, wear and tear or problems caused by use after installation.

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8. Subfloor preparation

Where we carry out subfloor preparation, this is done to prepare the surface for the installation of the selected floorcovering.

Subfloor preparation may include smoothing compounds, primers, damp-proof membranes, plywood, repairs or other preparatory works.

Unless specifically stated in writing, subfloor preparation does not guarantee that the building structure, existing subfloor, moisture condition or underlying surface will remain stable, dry, level or free from movement, cracking, contamination or hidden defects.

We are not responsible for failures caused by:

• moisture or damp;
• leaks or flooding;
• structural movement;
• cracking of the underlying floor;
• contamination in the existing subfloor;
• poor existing substrates;
• hidden defects not reasonably apparent at the time of installation;
• changes in site conditions after installation;
• works carried out by others.

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9. Customer-supplied materials

Where the customer supplies flooring, accessories or preparation materials, our guarantee is limited to installation workmanship only.

We are not responsible for:

• product defects;
• batch, shade or colour variation;
• incorrect quantities;
• incorrect product selection;
• product suitability;
• storage conditions before installation;
• manufacturer warranty issues;
• missing or damaged materials;
• failure of products or materials supplied by the customer.

If we advise that a customer-supplied product may be unsuitable and the customer instructs us to proceed, any resulting issues may be excluded from our workmanship guarantee.

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10. What is not covered

Our workmanship guarantee does not cover:

• normal wear and tear;
• soiling, staining or discolouration;
• sunlight, heat or UV damage;
• damage caused by pets;
• damage caused by furniture, appliances or heavy objects;
• damage caused by dragging items across the floor;
• scratches, dents, cuts, burns or impact damage;
• incorrect cleaning or maintenance;
• use of unsuitable cleaning chemicals;
• moisture, damp, leaks, condensation or flooding;
• subfloor movement or cracking;
• building defects;
• damage by other trades or third parties;
• product defects or manufacturer faults;
• product used outside its intended domestic or commercial rating;
• failure to protect the floor after installation;
• failure to follow manufacturer care instructions;
• failure caused by underfloor heating being used incorrectly;
• damage caused by premature use before adhesives or preparation materials have cured;
• commercial use of products intended for domestic use.

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11. Reporting a problem

Customers must report any issue as soon as reasonably possible after it is noticed.

When reporting a problem, please provide:

• customer name;
• installation address;
• invoice or order number, if available;
• date of installation;
• description of the issue;
• clear photographs;
• details of where the issue is located;
• details of cleaning, maintenance or any recent incidents that may be relevant.

The customer should not attempt repairs or instruct another contractor to carry out remedial work before we have had a reasonable opportunity to inspect the floor.

If others carry out repairs or alterations before we inspect the issue, this may affect the workmanship guarantee.

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12. Inspection and repairs

Where a reported issue may relate to our workmanship, we will arrange an inspection.

If the issue is found to be caused by our installation workmanship within the applicable guarantee period, we will decide on the appropriate remedy. This may include repair, refitting, replacement of the affected section or another reasonable solution.

The guarantee does not automatically entitle the customer to a full replacement floor where a local repair or limited remedial work is reasonable.

If the issue is found not to be caused by our workmanship, or if the applicable guarantee period has expired, we reserve the right to charge for inspection, call-out, materials, labour and remedial work.

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13. Chargeable repairs and maintenance

Flooring is subject to use from the date of installation. After the applicable workmanship guarantee period has expired, repairs will normally be chargeable.

This is particularly important in commercial environments where floors may be exposed to heavy use, cleaning machinery, equipment, spillages, chemicals and traffic.

We are happy to inspect and quote for remedial works, maintenance or repairs where required.

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14. Statutory rights

For domestic customers, this warranty does not affect statutory rights.

Where applicable, services must be carried out with reasonable care and skill. This workmanship guarantee explains the additional practical guarantee we offer and the process for reporting and dealing with installation issues.

Nothing in this document is intended to exclude or restrict rights that cannot legally be excluded.

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My suggested headline wording

For your customer document, I would summarise the guarantee periods like this: