About Us > Warranty

About Us Warranty

Warranty

Warranties can be very complex but we have broken it down to illustrate the two categories of warranty protection. Manufacturer’s Warranty and Installation Warranty.

Who is responsible for what?

Carpet Call is responsible for your installation warranty whilst the manufacturer is responsible for all product warranties.

Warranty offered by Manufacturer

1) Defect / Wear Warranty

Sometimes even the most trusted Carpet Call manufacturer can send out a product that has a defect but we believe it is the mark of a quality manufacturer in how they deal with a defect warranty claim. If the product is genuinely defective the manufacturer will assess and replace or repair. The Warranty label will be affixed to the back of the sample you view in store.

2) Stain /Soil Warranty

There are different “levels” of stain warranty from some that may last five year to some 15 year, or even lifetime warranties. The manufacturer will define this type of warranty for each product individually. The Warranty label will be affixed to the back of the sample you view in store.

3) UV/Colourfast Warranty

The manufacturer will define this type of warranty for each product individually. The Warranty label will be affixed to the back of the sample you view in store.

Warranty offered by Carpet Call

1) Installation warranty

Carpet Call contracts only trained and qualified installers. Some floor installations can be complex and on the rare occasion a mistakes is made your installation warranty protects you.

What is the scope of warranty?

Warranty applies to authorised and non-defect sales product. Products purchased at discount with noted defects are exempt from warranty coverage. There are warranty exclusions that will apply.

  • Flooring not installed as per AS/NZ guidelines
  • Installing residential product for commercial use
  • Post installation treatment of flooring with fungicides or stain treatments
  • Damage caused by pets or household objects
  • Damage as a result of excessive moisture from improper use of evaporative cooling
  • Minor colourations in dye lots
  • Flooring installed on stairs
  • Damage caused by improper care and maintenance
  • Damage caused by risks covered in general home insurance

Validity Period

The warranty is applied from date of purchase and as per manufacturer’s guidelines. The warranty covers original purchaser only and cannot be transferred to anyone else.

In most cases the warranty depreciates over the life of the product. Please call your local Carpet Call store to view an example of a warranty depreciation chart. The manufacturer is obliged to assess the warranty claim not Carpet Call and the depreciation may differ by manufacturer or product range.

The Owners Obligations

As the homeowner you have some obligations to maintain

  • Keep proof of purchase and sales receipt
  • Have flooring professionally installed as per AS/NZ installation standards
  • Maintain your flooring as per manufacturers care and maintenance guidelines

How do I make a claim?

If you believe your flooring is failing to perform and you have followed all manufacturers’ guidelines, contact Carpet Call to discuss your concerns. If required Carpet Call will arrange an onsite inspection of your flooring and then refer to the manufacturer. Carpet Call will require proof of purchase to commence the warranty claim with the manufacturer.

Warranty Guideline

Warranty type Who is responsible?
Product Defect/ Wear Warranty Manufacturer
Installation Warranty (2 year period) Carpet Call
Stain Soil Warranty (if applicable) Manufacturer
UV/Colourfast Warranty (if applicable) Manufacturer