Warranty Information

Congratulations on the purchase of your new PIPERS Flooring.

 

Pipers International’s Flooring goods come with a guarantee that cannot be excluded under the Australian Consumer Law (“ACL”), you are entitled to a replacement or refund for a major failure. You are also entitled to have repaired or replaced if the goods fail to be of acceptable quality and a failure does not amount to a major failure. Pipers Flooring offers the following warranty against defects, called our manufacturer’s warranty. Our Manufacturer’s Warranty is subject to the following terms and conditions. Any provision in the warranty which is inconsistent with the ACL or is otherwise unenforceable shall be severed from this warranty to the extent of the inconsistency and the remainder of the provisions shall continue to apply.

 

– Laminate Flooring – The Customer has a domestic ten (10) year manufacturer’s warranty on the goods only.

– Engineered Oak Flooring – The Customer has a domestic twenty five (25) year manufacturer’s warranty on the goods.

– Hybrid Flooring – The customer has a domestic twenty five (25)  year manufacturer’s warranty on the goods. 

This Manufacturer’s Warranty is provided by Pipers Flooring.
For all enquiries please contact us via pipersinternational.com.au  and provide a brief description of the issue, a photo to assist Customer Service identify the issue and proof of purchase.

Subject always to any overriding obligation pursuant to the ACL, warranty shall be void for the following reasons:

• Inability to provide proof of purchase or equivalent documentation.
• Products not installed by a licensed tradesperson if appropriate.
• Products not installed in accordance with the manufacturer’s installation instructions. (Installation guide in each box)
• Products exposed to environmental elements
• Wear that may be directly associated with water or liquid damage from any source, moisture ingress from any source into the core or indentations
• Products used for incorrect applications
• Services repairs or with non standard replacement parts previously undertaken without Pipers Flooring’s written approval
• Damage to finishes by adhesives, sealants etc. Or improper maintenance
• Of course, boards that are visibly faulty or deemed visually or structurally inappropriate prior to installation should not be installed and are therefore also not covered by this or, to the extent allowed by law, any other warranty
• Damage, intentional or accidental, caused by water, abuse, misuse, stiletto heels, dragged objects, heavy furniture, sand, stones, castor wheels dropped items
• Scratches or surface marks / stains etc.
• Damage from the use of subfloor heating affecting flooring
• Failure to observe manufacturers care and cleaning instructions
• The warranty work is limited to the pre approved scope of work. Additional work will require authorization from Pipers Flooring’s After Sales & Services Department.
• Evidence cannot be produced which confirms that the relevant product was purchased from a Pipers Flooring’s authorized distributor.

 

Flooring sale is not as seen by sample. Specie variation applies. The samples shown are indicative of the species, characteristics and colours presently being manufactured. It should be noted that timbers of any description will vary in grain and colour depending on the age of the tree and the district of supply. Prior inspection and confirmation of supply is suggested.

 

Expansion and contraction of flooring is not considered a defect. The Contractor cannot accept any liability for this seasonal movement. Environmental conditions as well as building design vary and similarly, air conditioning, internal heating, direct sunlight, site conditions and damp substrates can contribute to excessive movement. Liability from neglect, low maintenance and abuse by the purchaser or tenant cannot be accepted.

 

Once installation has been completed it is normal for your flooring may experience some expansion, contraction or even a slight separation between the boards. If minor separation does occur this is not covered by warranty. Laminate, & Wood Flooring will expand and contract during seasonal temperature & changes to humidity. Humidity should be maintained between 35% & 55%. The installer should install expansion gaps as required. Wood flooring may sometimes naturally experience minor cracks. This is more common in environments that have dramatic changes in humidity or are dry or humid. This is not covered by warranty.

 

The colour & appearance can be affected by exposure to light & oxygen. Fading & discolouration from heat or sunlight & reduction in the appearance of gloss surfaces are not covered by warranty. Colour variations can occur between batches of the same species of colours. A product deformity that is not measurable or that is visible only under certain angle or light is not considered a defect and not covered by warranty. Visible defects should be evaluated by their visibility in standard lighting from an upright position. Any noise or sound issues like squeaking related to the flooring are not covered by warranty. Moldings and/or Accessories are not covered by our warranty.

 

The substrate should be level to within 3mm measured over a 3 metres straight line, outside of this, it may require the use of a levelling compound at the purchaser’s expense.

 

WARRANTY CONDITIONS

The warranty period commences from the date of purchase or for new buildings date of handover to a maximum period of 6 months. The warranty period for replacement products is limited to the expiry date of the original purchase. The warranty is limited to the original purchaser and non transferable.

In order to make a warranty claim, Proof of Purchase (POP), handover documentation for new homes or equivalent documentation must be supplied for warranty claims to be considered. Claims must be processed through our Customer Service centre and each credit claim will be issued with a claim number which is recorded on our service system.

Pipers Flooring will not be liable for any claims for labour, additional products or parts associated with alleged faulty product for work not approved in advance by Pipers Flooring in writing.
Should any warranty claim be made and attended to by a Pipers Flooring Agent and that in the opinion of the Agent or Pipers Flooring the problem was from faulty unlicensed installation or use of the goods in conjunction with products of another manufacturer or from some other cause other than a manufacturing defect to the goods for which Pipers Flooring is responsible, Pipers Flooring has the right to charge a service fee for each service staff attending the Owner’s premise where goods have been installed by an unlicensed person.
Pipers Flooring require adequate access to products, to undertake warranty inspection or repairs. Pipers Flooring will not be responsible for any consequential damage or costs where there is inadequate access to products. Pipers Flooring can never be liable for any secondary damage. 

Where it is agreed Pipers Flooring will repair or replace flooring, only new panels of the current supply program at the time of the complaint is upheld. There will be no other form or compensation. 

All warranties are issued to the original Residential home owner only and are not transferable.

NOTE: The purchaser and your installer are responsible to inspect the flooring prior to installation. We do not accept responsibility for liabilities, claims or expenses which include labour costs where flooring with visible defects have been installed.

 

 

FLOORING CLEANING & CARE INSTRUCTIONS

 

After installation, all dirt & debris should be removed immediately & the floor swept clean. 

For general everyday cleaning, ordinary vacuuming or sweeping is usually sufficient to keep the floor clean. If needed, occasionally clean with a moistened cloth – do not wet mop. 

Always use clean water or a certified laminate floor or hardwood cleaner. 

 

Never flood the floor with water and never allow any liquid to sit on the surface of the floor. 

All spills should be cleaned up immediately. 

For tough spots, such as oil, paint, markers, ink, or tar, use a mild alcohol or nail polish remover with a clean cloth, then wipe the area with a damp cloth to remove any remaining residue.

 

Never use wax, polish, abrasive or scouring agents as they may dull or distort the finish. Do not wash or wet mop the floor with soap, water, oil-soap detergent, or any other liquid cleaning material. This could cause swelling, warping, delimitation, joint line separation or other damage that is not covered by your warranty.

 

A newly finished floor

• To avoid possible permanent indentation or surface damage, proper floor protection devices such as protective pads must be used under furniture, chairs and appliances
• Do not allow pets with unclipped nails to scratch or damage the floor
• Use doormats at entrances & kitchens to protect the floor from losing gloss 
• Avoid using rubber backed rugs, as they may stain or discolour the flooring
• Avoid exposure to direct sunlight for prolonged periods of time-Direct intense sunlight can contribute to gapping and possible cupping of boards (board edges higher than the centre of the board). It will also cause the colour of both boards and finish to change with time. Some floor finishes are more prone to darken with age and direct sunlight accelerates this process.
• Use drapes to minimise direct sunlight during peak sunlight hours
• Always remove shoes that are spiked or healed before walking on the floor
• It’s a good idea to save a few planks in case of accidental damage
• Planks can be replaced or repaired by a flooring professional
• Heavy items such as fridges are moved carefully into position and at no time should they be dragged over either newly finished or fully cured floors
• Steam mops can cause peeling of finish, whitening of the finish and a cloudy finish
• Establishing regular cleaning will greatly assist in keeping floors in pristine condition
• For regular cleaning of domestic floors an antistatic mop provides an effective means of collecting dust and grit. Continual walking on a dirty floor will quickly damage the finish.

 

FLOORING MANTRAS

• Anti-static mop, sweep and/or vacuum (soft head) the floor as often as possible
• Never, ever wet-mop a floor
• DON’T use: ammonia-based cleaners, wax-based products (unless coating is oil or wax), detergents, bleach, polishes, abrasive cleaning soaps, steel wool or abrasive cloths, turps or kerosene
• Use walk off, walk on mats and area rugs at all doorways (keep door mats clean)
• Put floor protectors on the bottom of all furniture and anything else that is hard and will make contact and
  might rub on the timber floor. (Lift and do not slide chairs.)
• Wipe up all spills immediately. Many beverages will stain most finishes if left on the floor
• Keep pet nails trimmed. Know that dogs running through the house will scratch any finish
• Consider using carpet runners/area rugs in high-traffic areas
• Keep your home at normal living conditions for your area—no extremes of humidity or temperature
• Protect your floor from direct sunlight. Prolonged exposure to sunlight can soften the tone of different species of timber to varying degrees and accelerate the darkening from oxidation and aging of timber and the coating.
• DON’T wear shoes with stiletto heels on your timber floor. Remove shoes at the door to avoid potentially dragging in sharp objects in your shoe treads.
• Rearrange your rugs and furniture periodically to allow the flooring colour to age evenly.

 

 

 

WORKING CONDITIONS

At the time of floor installation:

• The space is to be fully enclosed, weathertight and secure.
• Wet trades work is to be mostly completed.
• The building should be as close as possible to expected in-service conditions.
• With the sanding and coating of raw engineered flooring, access is to be limited at the
  discretion of the flooring contractor.

TOLERANCES & BUILDING REQUIREMENTS
Subfloor flatness – Flatness relates to undulations in the surface. Slab subfloors are to be made flat through grinding and adding levelling compound to achieve a flat surface required for the flooring system and products used. If not specified, slab flatness is not to exceed 3mm beneath a 3m straight edge. For floors installed direct to new sheet, batten or joist subfloors, the flatness is not to exceed 3mm under a 1.5 m straight edge.

Subfloor level – Level relates the slope of the subfloor. The levelness of the subfloor in new buildings provided to a flooring contractor should not to exceed 4mm in 2m. If exceeded, then documented agreement needs to be reached on the laying of the floor over an out of level subfloor.

Flooring moisture content – With these products it is not expected that the flooring moisture content will be checked at installation as onsite means of testing are not sufficiently accurate and these products differ in nature to solid timber flooring.

Concrete moisture assessment – A ‘dry’ slab is signified by impedance moisture meter readings of up to 2.0% and in-slab relative humidity (RH) up to 75%. Where floors have been covered by previous floor coverings values are often up to 3.5% and 80% in-slab RH. Higher readings require investigation as to possible moisture sources and may require more than the slab moisture protection.

Fire rating – Where required, the flooring system is to comply with the Critical Radiant Flux and Smoke Development requirements of the National Construction Code (NCC) Spec C1.10 when tested to AS ISO 9239.1 – Reaction to fire tests for floor coverings – Determination of the burning behaviour using a radiant heat source.

Slip resistance – The coated floor complies with the slip resistance requirements of the NCC as outlined in AS 4663 – Slip resistance measurement of existing pedestrian surfaces and in line with AS handbook requirements.

 

Interpretations/Glossary

Engineered flooring
Flooring manufactured with a decorative layer of timber (called a veneer or lamella) often bonded over timber layers beneath. This provides some additional stability and maintains the appearance of solid timber flooring. Our engineered flooring is pre-finished although some is sanded and finished after installation. Engineered floors are generally installed as floating floors or adhesive fixed to a subfloor. Our glueless floated pre-finished engineered floors are ready to walk on once installed. 

Laminate flooring
This flooring typically consists of a timber look finish on a high-density fibreboard core. Over this, a hard-wearing melamine layer is bonded. Laminate floors are always installed as floating floors and can be installed over most surfaces utilising a foam underlay. All current products have a glueless jointing system and are ready to walk on once installed.

Moisture content
The moisture content of these products are not in the same range as for solid timber and the movement (shrinkage or swelling) to changes in moisture content is also different. As such in terms of moisture content these products are not comparable to solid timber. Engineered flooring is often manufactured at an average moisture content of about 9%, laminate 8%.

Feature and Grade
Features are the natural characteristics of the wood including gum veins, past borer activity and knots present in the flooring. For laminate and Hybrid flooring this is not applicable. For engineered flooring, the grade provided for abcd grade.
Subfloor
The subfloor is the structural element that the flooring is fixed to. It includes concrete slabs and sheet flooring of plywood and particleboard over which the flooring is installed. With floated floors other surfaces such as ceramic tiles, when certain criteria are met, can be the subfloor.