Once a floor is installed and something goes wrong, what recourse does the contractor or end user have? 

Warranties are often misunderstood, misapplied or dismissed as fine print. Industry experts across different flooring types explain the technical details on how warranties work and highlight common problems that arise.  

Image courtesy of Top Carpets 

Defining the issue 

Jan Hofmeyr, sales director of Top Carpets and Flooring, advised that the lines between guarantees and warranties may be blurred in the following ways: 

• A guarantee covers manufacturing defects, such as missing carpet tufts or laminate air bubbles under the wear layer. These are often spotted early and deemed manufacturing defects.  
• A warranty addresses wear and tear, ensuring the product lasts its term. However, this excludes abuse, improper maintenance or sunlight damage, for example.  

“Consumers often confuse the two, expecting replacements for worn floors after a decade when the warranty only ensures it doesn’t fall apart,” he said.  

Key factors 

Finfloor’s managing director, Sasha Kozinsky, stated that the length and type of warranty offered on flooring products are determined by several key factors, including: 

• Product characteristics such as the expected lifespan of the flooring material, the level of quality control and testing that the product undergoes, and the production methods and materials used, which impact the product’s durability and warranty.
• Compliance with industry standards and regulatory requirements, as mandated by government regulations or industry standards. 
• The reputation of the manufacturer and its commitment to producing high-quality products.  
• The supplier’s confidence in the product’s performance and durability, and the cost of providing warranty coverage, including claims processing and replacement costs. 
• Customer expectations regarding warranty coverage and duration. 

It should also be noted that some warranties only cover the product, but not the consumables, labour etc, and that it devalues over the lifespan of the product. For instance, a 30-year warranty reduces in value each year that the floor is used. The value of a warranty claim is therefore valid on the original purchase price of the product, less the years of use. 

Warranty documents 

Eva-Last confirmed that any flooring product that carries a warranty should have a detailed warranty document.  

This document should outline what the warranty covers, for how long, any depreciation over that period and guidelines that need to be followed on installation to make the warranty valid and enforceable.  

“Be sure to check this information upfront by reading the warranty document or viewing it online,” advises Eva-Last’s vice-president for group marketing and brand, Shelley Galliver. 

Product selection 

A common thread across flooring products is the importance of specifying the correct product for the application. Fit-for-purpose flooring is designed to withstand the environment in which it will be installed. 

Follow the procedure and requirements for lodging a claim according to the warranty document. It is also advisable to keep the proof of purchase documents and report issues sooner rather than later.  

Image courtesy of Top Carpets

Installation errors 

A final floor covering is often only as good as the substrate on which it is installed.  

All industry experts consulted advise closely following installation procedures according to the product specification. Many warranty claims are due to incorrect installation, often by an unskilled or inexperienced flooring installer. 

Consumers should make themselves aware of the installation instructions to ensure that their flooring warranty is not rendered null and void due to issues regarding the floor strength, moisture management, clean, level and smooth surfaces. 

Maintenance 

It is important to check the maintenance requirements as failure to follow them voids most warranties. Claims that stem from maintenance mishaps include: 

• Over-wet mopping of laminates causes swelling, lipping or peaking. 
• Vinyl stone plastic composite (SPC) flooring that is sold and/or marketed as “waterproof” leads to consumers often washing these floors with too much water, causing swelling and damage to the floor over time.  
• Sunlight exposure or the “greenhouse effect” degrades floors, triggering warranty disputes unrelated to manufacturing. Direct sunlight can cause vinyl floors, for example, to discolour fairly quickly.  

Damage caused by poor maintenance, such as mopping laminates or SPC vinyl with too much water, voids most warranties. Image courtesy of Eva-Last.

 Additional issues 

Co-owners of local manufacturer, FloorworX, Bianca Shakinovsky and Manyano Jele, highlight these additional issues that lead to warranty claims: 

• Structural movement. 
• The misuse, abuse, neglect or improper treatment of the flooring product. 
• The product being incorrectly transported and wrongly stored before installation. 
• The product not being allowed to acclimatise before installation. 

Some products must be protected and preserved with an appropriate dirt-trapping system. In some cases, extended warranties are afforded based on the specific size of the dirt-trapping system fitted.  

Warranty concerns 

According to Jeremy Stewart of Seamless Flooring Systems, the following should be kept in mind when reviewing a flooring warranty: 

• Who is issuing the warranty? Knowing who to contact in the event of an issue – the manufacturer, distributor or installer of the product. 
• Is the warranty conditional? Most warranties are performance-based, meaning they depend on proper installation, maintenance and environmental compliance. A warranty may be voided if the subfloor wasn’t prepared correctly or if the incorrect adhesive was used. 
• Maintenance clauses. Many warranties require proof of regular maintenance or restrict the use of certain cleaning products. 
• If the property is sold, does the warranty transfer to the new owner? 
• Labour vs. product coverage. Some warranties only cover the cost of replacement material and not the removal, labour or reinstallation of a failed product. 

Recommendations for installers 

Johan “Drom” van Tonder, chief of operations for tile retailer, Stiles, recommends that flooring installers should do the following to ensure valid warranties: 

• Carefully follow product-specific instructions. 
• Document subfloor conditions before and after preparation. 
• Use recommended adhesives and tools. 
• Ensure proper expansion gaps (especially for engineered wood and vinyl). 
• Educate the client on post-installation care. 

Considerations on site 

Tile manufacturer Johnson Tiles’ marketing and product manager, Susan Oosthuizen, offers the following considerations when on site: 

• Confirm that when the product is delivered on site, all are from the same batch and the same size. 
• Ensure correct storage of flooring materials and adhesives on site. 
• Be sure that the adhesive is suited to the product and environment. 
• Use the correct size spacer when installing tiles. 
• The water absorption rate of a tile can affect the installation, particularly in extremes of hot or cold weather. 

Image courtesy of Top Carpets

Advice for consumers 

According to Nicole Russell, marketing manager of retailer, Italtile, consumers should pay particular attention to the following: 

• Tell the sales consultant where the flooring is going to be installed, i.e., in wet areas, indoors, outdoors, in full sun, etc. 
• Confirm that the flooring material offers the right durability and aesthetics for the project. 
• Ask about the flooring’s maintenance requirements. 
• Enquire about the product warranty and returns policy. 
• Find out the correct installation process, rather than hoping that the installer will know, and do it correctly. 

Image courtesy of Top Carpets

Warranties are more than just a logo on product packaging or a vague sales message. They represent a commitment to quality by the issuer and reassurance to the purchaser.  

It is the industry’s responsibility to communicate clearly about product warranties and ensure that these are understood. From manufacturer to installer, supplier to end user, understanding what a warranty does and does not cover can help prevent disputes.  

An exploration of warranties in the local flooring industry, from technical details to common issues and consumer tips.   

With acknowledgement and thanks to Eva-Last, Finfloor, FloorworX, Italtile, Johnson Tiles, Seamless Flooring Systems, Stiles and Top Carpets and Floors for the information in this article.