Terms, Conditions & Warranty Information
Hardwood Installation and Product Warranty
We are glad you have chosen Divine Hardwood & Stone for your hardwood project in order to ensure that you are aware of our warranty information and know how to properly care for the product that we have installed or will be installing please read the following information carefully. We provide detailed instructions how to care for the solid pre-finished, engineered pre-finished, and sand in place solid hardwood flooring so that you know if a product or installation malfunction is covered by warranty or if the damage that may result is because of improper care.
Our warranty information and care instructions are meant to help you ensure that your floors last for the maximum possible time in the best possible condition.
Who: Our Divine Hardwood & Stone installation warranty on hardwood covers the person/persons that originally purchased the material and installation, and only them. The warranty is non transferable if home ownership has changed or property is rented out to a tenant.
What: Our Divine Hardwood & Stone installation warranty covers all hardwood installation labor provided by Divine Hardwood & Stone employees or sub-contractors. Installation labor must be clearly indicated on original invoice and all available customer to sales person correspondence must be evaluated to ensure that installation was performed to customer specification.
We warrant our installation up to industry standards as well as manufacturer specifications.
Length of warranty: On Installation services Divine Hardwood & Stone offers a limited warranty which is in effect up to one year after substantial completion of installation.
On products Divine Hardwood & Stone offers manufacturer warranties which are separate from Divine Hardwood & Stone installation warranty and are subject to each individual manufacturers warranty terms and conditions. To see product warranty information please reference the appropriate manufacturers warranty (usually found on their site).
What our Warranty DOES NOT Cover
Moisture: Hardwood flooring is susceptible to water and moisture damage. This may result because of a wide variety of incorrectly performed maintenance procedures or ignorance of care instructions. We DO NOT cover incidents that are a clear violation of care instructions.
Extensive damage can be caused to Hardwood flooring if moisture is present. Moisture can be found in the form of spills, leakage of pipes, flooding, wet mopping or damp mopping, pets spills and urine, children, kitchen spills, and improper attention to humidity or temperature. We advice customers to pay extra close attention to subfloor moisture levels and ventilation of crawl space, as this can be the primary cause of hardwood damage.
Moisture in hardwood may result in crowning, warping, buckling, cupping, peeling, twisting, gapping, breaking, cracking, and more types of damage in solid or engineered hardwood.
Improper In Home Conditions (environmental and physical): Divine Hardwood & Stone DOES NOT cover damage as a result of irregular extreme heat, radiant heat, or dirt, dust, and other harmful particle damage. We do NOT cover damage do to irregular issues such as foundation setting, indentations, and other damage caused by improper care, furniture movement, appliances, chairs, pets, heels, children, toys, etc. Damage as a result of maintenance and care that contradicts installer instructions. Any damages that indicate abuse or misuse of product or any damage that clearly is a result of a violation of care instructions found anywhere on www.divinehns.com or as instructed by installer, sales person, office manager, or manufacturer will not be covered by limited installation warranty.
Any repairs, alterations, fixes, refinishes, and work performed on hardwood installed by Divine Hardwood & Stone by someone other than a Divine Hardwood & Stone employee or sub-contractor working under direct supervision of Divine Hardwood & Stone representative voids installation warranty completely. If customer decides to repair hardwood using product other than the one originally used installation warranty is voided.
Special or Unconventional Installation Installation performed at customers request and initiative not originally agreed upon with Divine Hardwood & Stone or against a Divine Hardwood & Stone representatives advice will not be covered. Special Installation such as a medallions, lacing in, tying into existing hardwood, or borders done by another installer other than Divine Hardwood & Stone will not be covered.
Damaged Boards not promptly reported and/or rejected
We advise customer to remain present during installation process to ensure that all boards, hardwood, laminate, and engineered are up to customer standards. If the customer finds a board that does not meet specifications or standards and appears damaged or discolored it will be promptly reported to manufacturer representative for replacement. Divine Hardwood & Stone suggests that all completed work must be inspected by customer and if any dissatisfactions or damages are noticed must be reported within three calendar days of job completion.
Natural wood movement and natural wood characteristics are not damages and are not covered.
Hardwood is a natural product that may have fluctuations during the seasons as well as a result of environmental changes. Gapping and wood movement as a result of season changes, temperature changes, and air humidity changes is normal and is not something that warrants a warranty replacement, maintenance, fix, or correction. The color and tone of the hardwood may change as well due to aging and UV effects and discoloration, this should be expected of in wood and is not covered by warranty.
Odd Damages, Loss of Use, Indirect, & Consequential Damage
If your flooring needs to be replaced or redone according to warranty replacement losses damages and expenses relating to anything other than the flooring will not be covered. This includes hotel stays while repair is being done, as well as personal damages/costs that may arise while pursuing a quality issue, such as missed time from work, storage fees, kennel costs for pets, etc., are not covered. Countertops, cabinets, built-in appliances or other fixtures should not be installed on top of your floor and the cost of the removal or replacement of these items is not covered.
Maintaining your warranty
Follow the Pre-Installation Requirements and Care Instructions: Your installation area must be between 60° to 80° Fahrenheit with a relative humidity between 30% and 50% for at least five days prior to delivery and throughout the life of your floor to ensure optimum performance. Care instructions can also be found on our home improvement blog at www.divinehns.com/news You must comply with all applicable environmental and building codes, regulations and laws.
As we have mentioned before all boards must be inspected prior and after installation. Boards that are installed damaged will not be covered by warranty. Before installation begins examine the boards and give the installation provider instructions with what can be done with damaged or discolored boards.
What is covered?
If any portion of installation that Divine Hardwood & Stone completes fails with respect to all above warranty information we will repair the incorrectly installed product section and will honor the warranty. Repairs must only be performed by original installation providers not someone else. You cannot hire a third party repair agent and charge Divine Hardwood & Stone for the repairs that is not honored or covered by our installation warranty. The repairs will be performed by the original installation provider or someone assigned by Divine Hardwood & Stone representative. Repairs must be performed during business hours additional requests or off business hours repairs will be charged an additional service fee.
We do not guarantee availability or stock of replacement products. Divine Hardwood & Stone representatives will do the best to find a similar or exact product for repairs but we do not guarantee it. Customer agrees to accept reasonably similar product as a replacement or substitute. If additional materials are required to complete the repair customer is responsible to provide them at his/her own cost. We reserve the right to not accept warranty claims as well as investigate and validate all reported claims. We require an on site inspection of damages before making any decision on acceptance of claim by warranty repair.
Need to file a claim?
In order to file a claim with Divine Surface ensure that you have documentation (preferably invoice of job completion) if you do not we can still offer warranty repairs but will need to take additional steps for verification.
Call or visit our store during regular business hours to file a claim. Call our office at (503) 234-7075 or visit our showroom location: 2715 SE 8th Ave Suite #100 Portland, OR 97202
We require all claims to be submitted within 60 days of original damage report.
Terms and Conditions
The terms above represent the sole and exclusive warranty with regard to your installation services. WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, EXCEPT TO THE EXTENT THAT ANY SUCH WARRANTIES CANNOT BE VALIDLY DISCLAIMED UNDER APPLICABLE LAW.
This warranty gives you specific legal rights, and you may also have other rights which vary from State to State or Province to Province. We maintain the exclusive right to alter the obligations and limitations of this warranty. This warranty does not restrict or limit the right of the Installation Provider to bring action against you for non-payment.
Warranty provided by Divine Surface Inc 2715 SE 8th Ave Suite #100 Portland, OR 97202