Terms, Conditions & Warranty Information
Tile Installation & Product Warranty
We are glad you have chosen Divine Hardwood & Stone for your tile flooring, backsplash, or bathroom 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 various types of tile products that we sell and install 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, backsplashes, and tiled walls 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 tile 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
Chips & Cracks: Although porcelain and ceramic tile are durable materials that rarely chip or crack they are still prone to such damage. Chips and cracks in tile is very rare and always a result of improper care from the homeowners side. Dropping heavy objects on the tile, dragging heavy or hard objects along tile surface, or cleaning tile surface with abrasive/harsh chemicals.
We DO NOT cover incidents that are a clear violation of care instructions provided by installation professionals or Divine Hardwood & Stone sales representative. Tile installation damages are only covered under warranty repair if tile was used under manufacturer recommended conditions.
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, and work performed on tile 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 tiled area 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 replacing tiles, swapping tiles, installing any other flooring material to but into existing tile installed by Divine, lacing in, tying into existing floors whichever material that may be, or borders done by another installer other than Divine Hardwood & Stone will not be covered.
Damaged Products not reported or mentioned of right away
We advise customer to remain present during installation process to ensure that all tile products are up to customer standards. If the customer finds a tile 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.
Tile although a stable product is still susceptibly to discoloration as a result of UV presence. This is a natural occurrence and does not call for a warranty replacement. Slight discoloration as a result of prolonged exposure to sunlight is normal in some tile products. Check with product manufacturer on their individual product warranties regarding discoloration.
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 found below and in certain posts on our company blog.
Maintenance: Sweep or vacuum floors to remove all dust or debris before beginning to use cleaning products. It is recommended to damp-mop the tile floors at least once every two weeks or up to 1-2 times a week in entry ways and other high use areas. This is done to decrease wear and abrasion from grit and soil.
Glazed Tile Maintenance
Clean regularly with an all-purpose, non-oil-based household cleaner that's compatible with cleaning grout joints. Use an everyday multipurpose spray cleaner to remove soap scum, hard water deposits, and mildew on wall tiles in your bath or shower.
Unglazed Tile Maintenance
Use concentrated tile cleaners that have a neutral pH for regular cleaning. These will safely remove grease, oils, and normal spills—just check to be sure the cleaner is intended for the application, use, and traffic level. Clean glass tile with any nonabrasive cleaner recommended for either glass or tile.
How to prevent Tile Damage
If you are using a cleaning product for the first time it is recommended to test the chemical or cleaner on a small area of the tile before cleaning a larger area to ensure no damage is sustained.
Sealer must be used on grout joints shortly after installation and use products compatible with cleaning grout joints.
If you are using a chemical to clean the tile products ensure that after cleaning you rinse the entire area with clear warm water to remove any cleaning solution residue.
Tips to ensure a long lasting tile floor or backsplash
Invest in high-quality floor mats and protective pads under heavy furniture for an extra layer of protection to your tile floors. Place floor mats at entrances and exits—they collect and trap corrosive substances that can be tracked in, like dirt, sand, oil, grit, asphalt, or even driveway sealer.
Do Not Do This
Do not use any cleaners containing acid or bleach for any type of maintenance
Do not use any wax-based cleaners and oil-based detergents, and use sealants on grout joints only.
Do not use harsh cleaning aids like steel wool pads or any scouring pads containing metal as they will most definitely scratch the tile surface.
Do not use any cleaner that has a visible color on unglazed tile as it will permanently stain the tile surface.
Natural stone tile such as travertine, marble, or limestone tile will stain and etch with even mildly acidic liquids such as wines, urine, tomato juice, any types of foods, most drinks, and more.
What is covered?
If any portion of installation that Divine Surface 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