Surface Warranty
The batch number and colour code on a Caesarstone sheet (Image from Caesarstone Website)
A primary concern with any purchase is, “if my new product gets damaged, will it be replaced or refunded?” This is where warranty comes in. It incorporates an agreement (sometimes written) between the customer and the distributor which outlines if, and how long for, the product is covered when it is defected or damaged. However, often these terms can be confused and varied, resulting in a lack of knowledge for the customer.
In the industry of home surfaces, the warranties offered by different companies combine different characteristics and differ slightly. If we were to take a similar style of product, such as stone surfaces, the leading manufacturing companies use a warranty system that is easy for consumers and relatively similar across the entire board. The length of coverage varies, some companies offer 10 years, some offer 25, however in any case the coverage is only offered if the customer registers for the warranty.
Scenario: You have just bought a new quartz countertop for your kitchen you intend on keeping for years, but you want to know that you are covered in the event that a defect is discovered. To get your warranty you must fill out an online form through the manufacturing website for the product. The form requires extensive information (see below), and must be completed in a quick time frame post installation.
It can be anywhere between 2 weeks to 60 days, but regardless it is a short period of time, some of the groups offer a compulsory 2 year warranty without registration, but with one you could be covered for up to 25 years.
But the actual COVER is where the confusion can set in, what a company like Consentino or Caesarstone actually cover is any defect or damage that is caused by, or a direct result of, the manufacturing process. This means that any damage caused by the stone mason or installation process is NOT covered, and in some cases the warranty can be void if the surface is exposed to direct sunlight or heat regularly.
When registering for a warranty on your surface is it vital that you have all the correct information, like the following:
Batch number
Date of installation
Name of product and finish
Name of stonemason
Name of supplier.
In some cases, certain fabricators have used a product which mimics the desired surface rather than the actual composition. This copy can often be slightly inferior and therefore more prone to certain defects. This can often result in a customer going to register their deserved warranty, and the fabricator is not able to supply the batch number and other vital information. This is another reason to apply for your warranty!
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