25-Year Limited Structural Warranty & Guarantees

1. WARRANTY OVERVIEW & SCOPE

1.1 Who provides this warranty: This 25-Year Limited Structural Warranty ("Warranty") is issued by Twelve Oak Tree Limited T/A Home Stories Wood Flooring ("We", "Us", or "Our").

1.2 Covered products: This Warranty applies strictly to our engineered wood flooring ranges purchased directly from us on or after 1st January 2021.

1.3 Warranty duration: We warrant to the original purchaser ("You") that the structural integrity of our engineered wood flooring will remain free from structural manufacturing defects, core separation, and ply delamination for twenty-five (25) years from the original date of invoice.

1.4 Non-transferable: This Warranty applies exclusively to the original purchaser for domestic or light commercial interior installations and is non-transferable upon resale or transfer of ownership of the real property.

2. MANDATORY COMPLIANCE WITH INSTALLATION & MAINTENANCE MANUAL

2.1 Pre-installation acclimatisation: Flooring materials must be stored inside the unopened, original packaging flat on the floor in the room of installation for a minimum of 48 to 72 hours prior to installation. Room conditions must be maintained at a relative humidity (RH) between 45% and 65% and ambient room temperature between 18°C and 22°C.

2.2 Subfloor inspection & moisture thresholds:

• 2.2.1 Concrete Subfloors: Must be fully cured, smooth, clean, and contain a relative humidity reading of less than 75% RH (using an approved hygrometer in accordance with BS 8201 / BS 8204) or less than 2% CM moisture content before laying. A damp proof membrane (DPM) or approved moisture barrier primer is compulsory.
• 2.2.2 Timber Subfloors: Must be structurally sound, level, squeak-free, adequately ventilated beneath, and have a wood moisture content (MC) not exceeding 12%, with no more than a 2% variance between the new flooring and existing subfloor.

2.3 Expansion gaps: An expansion gap of a minimum of 10mm–15mm (or 1.5mm per linear metre of floor run) must be preserved around the entire perimeter of the room, including doorways, heating pipes, pillars, and adjoining floor finishes.

2.4 Approved adhesives & underlays: Only flexible MS Polymer adhesives or approved acoustic underlays explicitly recommended in our installation guidelines must be utilised.

2.5 Underfloor Heating (UFH) compliance: Where installed over embedded water or electric underfloor heating systems, system surface temperatures must never exceed 27°C (80°F). UFH systems must be commissioned and run for 14 days prior to installation and turned off 48 hours before fitting. Temperature must be adjusted gradually by no more than 1°C to 2°C per day post-installation.

3. WHAT IS COVERED

Under this 25-Year Structural Warranty, we warrant that under normal indoor residential use and strict adherence to our manual:

• 3.1 Structural Integrity: The hardwood top wear layer will not separate or delaminate from the plywood/timber core backing.
• 3.2 Milling Precision: Tongue and groove or click-lock connection profiles are accurately milled and will fit together without structural failure when correctly installed.
• 3.3 Core Stability: The cross-ply or multi-layer engineered core will not buckle, snap, or structurally disintegrate due to inherent timber bonding faults.

4. WHAT IS EXCLUDED FROM WARRANTY

This structural warranty explicitly excludes damages, faults, or failures caused directly or indirectly by any of the following:

4.1 Surface finishes & wear layer coatings: Lacquer, UV oil, hardwax oil finishes, stains, patinas, scratches, dents, or normal cosmetic wear and tear are governed by surface wear standards and are not covered under this structural warranty.

4.2 Environmental & moisture extremes: Damage resulting from flooding, plumbing leaks, standing liquids, steam mops, subfloor hydrostatic pressure, sub-surface dampness, extreme dryness (RH dropping below 35%), or excessive ambient moisture (RH exceeding 65%).

4.3 Visual acceptance prior to installation: Wood is a natural material displaying natural variation in grain, colour, knots, and sapwood. The installer or customer is responsible for inspecting boards prior to fitting. Fitting any board constitutes acceptance of its visual appearance. Claims for visual defects or improper grade after boards are installed will not be honored.

4.4 Improper maintenance: Use of wet mops, steam cleaners, harsh abrasive chemical detergents, wax polishes not recommended in our Care Manual, or failure to clean up liquid spillages immediately.

4.5 Building & structural movement: Settling of the building, subfloor deflection, structural movement, uneven subfloors exceeding 2mm over 2 metres, or failure of third-party adhesives/underlays.

4.6 Physical abuse: High heels, unprotected furniture legs, heavy equipment, pet claws, dragging sharp/heavy objects, or accidental impacts.

4.7 Exterior or non-standard indoor applications: External installations, conservatories without appropriate thermal solar shading, saunas, wet rooms, or commercial high-traffic spaces unless approved by us in writing.

5. CLAIM PROCEDURE & CUSTOMER OBLIGATIONS

5.1 Notification period: Any structural defect must be reported to us in writing within thirty (30) days of discovery or when it reasonably ought to have been discovered.

5.2 Required documentation: To initiate a warranty claim, you must submit the following to [email protected]:

• 5.2.1 Proof of purchase (original sales invoice or order confirmation number);
• 5.2.2 Proof of professional installation or detailed pre-installation moisture check records signed by the installer;
• 5.2.3 Clear high-resolution photographs and/or video showing the alleged structural defect; and
• 5.2.4 Proof that environmental conditions (RH and temperature logs) were maintained according to our manual.

5.3 Inspection rights: We reserve the right to inspect the installed flooring on-site, request core samples, or commission an independent flooring inspector prior to accepting any warranty liability.

6. REMEDIES & LIMITATION OF LIABILITY

6.1 Exclusive remedy: If a valid structural claim is proven within the 25-year period, we will, at our sole option, either:

• (a) Provide replacement material free of charge for the defective section/boards;
• (b) Repair the affected area to structural compliance; or
• (c) Refund the purchase price of the affected boards on a pro-rata basis depreciated over 25 years.

6.2 Exclusion of indirect & consequential costs: To the maximum extent permitted by applicable law, our liability under this warranty is limited strictly to the cost of the replacement flooring materials supplied by us. We shall not be liable for:

• 6.2.1 Labour costs associated with uplifting, fitting, or re-installing flooring;
• 6.2.2 Costs of removal or re-installation of skirting boards, furniture, fixtures, or plumbing;
• 6.2.3 Alternative accommodation, loss of time, loss of rent, commercial loss, or any indirect/consequential damages.

7. STATUTORY RIGHTS & GOVERNING LAW

7.1 Consumer rights: This Warranty provides specific legal rights that supplement and do not replace, affect, or restrict your statutory consumer rights under the Consumer Rights Act 2015 or other applicable legal rights regarding goods supplied by businesses.

7.2 Governing law: This Warranty agreement and any non-contractual disputes or claims arising out of or in connection with it shall be governed by and construed in accordance with English Law, and subject to the exclusive jurisdiction of the English Courts.