Customer Support
Limited Warranties
CARLTON HARDWOOD FLOORING provides the following Limited Warranties for Residential Uses which extend to the original end-purchaser only (and to no other purchaser or transferee) from the date of purchase of its engineered hardwood floorings when installed in full-compliance to the manufacturer’s installation instructions, precautions and maintenance procedures, and utilized within environmental preconditions in which they are expected to perform.

Lifetime Product Warranty

CARLTON warrants to the original end-purchaser, as long as the original end-purchaser owns the property where the CARLTON product is installed that it’ product is of the marked quality, kind, and grade ducts is free from defects in material or workmanship in accordance with the accepted industry standard which permit variances in grading and tolerances of defect not to exceed 5% of the quantity purchased. Variances concerning product quality or defect below the 5% accepted industry-standard should not be considered as factory defects. It is, however, the final responsibility of the end-purchaser and his/her installer for the inspection and acceptance of quality, grade, color, surface finish and workmanship of the product, even during his/her/their absence. Whenever any floor pieces have been glued-down, nailed-down, cut or permanently installed, it has been accepted by the end-purchaser or the installer. If within 1 (one) year after the date of purchase and during the pre-installation inspection any product is found to be unacceptable, that portion may be returned to CARLTON or its representatives for replacement free of charge; or in the unlikely event that CARLTON is unable to provide replacements after a reasonable attempt, CARLTON will refund the purchase price for that portion. If, by any chance, any unacceptable part is installed, CARLTON’s maximum liability is limited to the replacement of that part, plus maximum 5% extra-footage, and limited to the material or their purchase-price only. CARLTON is not liable for any other cost(s) related to installation, labor, glue or nails, sub-floor, or any other consequential costs or losses. Neither CARLTON is liable for any mistakes in the judgement or any errors in the installation of CARLTON flooring products.

Structural Warranty

CARLTON warrants that its engineered hardwood floorings will not warp, twist or cup, nor will the bonded layer delaminate, even when subjected to varying humidity, provided that the flooring is not subjected to excessive, extended contact with moisture or flooding water; and provided that all installation instructions and precautions are adhered to. It should be carefully noted however that wood is a living material, which reacts to climatic changes. In high humidity they absorb moisture and expand, in low humidity they release moisture, shrink and contracts. It is the responsibility of the end-user to provide stable humidity between 45~60% by the use of humidifier/dehumidifier (depending on the climatic condition) to get the expected performance of the product. Any deformation on the flooring caused by the failure to provide the proper measures and the correct ambience is not covered by this Warranty.

Stability Over Heated Sub-floor

CARLTON warrants that its engineered hardwood floorings, LIMITED TO: OAK, MAPLE, BIRCH, WALNUT (WILD WALNUT/ACACIA IS NOT APPROVED), will not cup or buckle when properly installed over a heated sub-floor with a surface temperature of up to maximum 28º C (± 83º F), provided that all the installation instructions, precautions and maintenance procedures are strictly complied. Detailed instructions for Carlton Hardwood Flooring installations over radiant heated flooring systems are supplied by the National Wood Flooring Association (NWFA). These instructions can be obtained at www.carltonhardwoodflooring.com.

Internal Adhesive Warranty

CARLTON warrants that its adhesive used to construct its engineered hardwood floorings meet or exceed all technical specifications for retaining its bond for its intended use, when installed properly and strictly in accordance with all the installation instructions, precautions and maintenance procedures. The limited warranty excludes adhesive failure caused by water influences from flooding, water-pipe leakage and the likes.

Surface Finish Warranty

CARLTON features Ultra Violet cured lacquering finish with a 7-step coating-process of Polyurethane lacquer for its engineered hardwood floorings. CARLTON warrants that its surface finish will last for 5 (five) years for 0.6 mm – 2.0 mm of Wearlayer Thickness; and 25 (twenty-five) years for its special Thick Wearlayer: 3.2 mm, provided that the product is installed for residential-use under normal residential foot-traffics; and provided that all the installation instructions, precautions and maintenance procedures are strictly followed. Any use of floor-care maintenance products must be suitable for ultra Violet cured polyurethane lacquer, and all the detailed instructions provided by the manufacturer of such products must be carefully examined and strictly followed.

Warranty Exclusions

CARLTON’s Warranties does not cover and specifically excludes the followings:
  • Variations in product quality and defect below the 5% accepted industry standard.
  • Damages caused by improper transportation, handling, storage, mistakes in judgement or error in installation and usage.
  • Indentations, scratches or damages caused by negligence, water, erosion, insects, spike-heeled shoes.
  • Failures to adhere to all the manufacturer’s instructions, precautions, recommendations and maintenance procedures.
  • Misuse or improper alterations of the original manufactured product not authorized in manufacturer’s written instructions.
  • Any normal deterioration due to wear and/or exposures, including color fading due to sunlight or artificial light exposures or color variations of original product resulting from variation in the amount of stain absorbed by the wood material during manufacturing. Variations in grain and in density of the wood may affect the amount of stain absorbed and may give color variance. This is not a product defect.
  • Any use of CARLTON engineered hardwood floorings other than its intended purpose for private residential use
  • Any product regarded and marked as by-products or downgrades that are sold as is and considered to be sold as final and free from any claim.


INSTALLATION GUIDE AND WARRANTY REGISTRATION

The User/Installer/Owner must read the Installation guide thoroughly before attempting to install CARLTON engineered hardwood-flooring products. Name and full address should also be provided for registration as end-purchaser or owner of CARLTON product, by completing the attached registration-card and mail it back within 10 (ten) days after the product purchased. This is one of the ways for CARLTON to establish the date of purchase of the product and to provide customers with follow-up service and product improvements. Failure to mail back the registration-card will not affect the customer’s right under this Warranty, as long as the original proof-of-purchase or the original Bill of Sale is retained and can be presented.

Whenever a claim is submitted, CARLTON reserves the right to have a designated CARLTON representative to carry out inspections up to his/her satisfaction and to take samples whenever required. Decision by the Industry’s representative as to the cause of problem or failure of the product should be taken as final. It is a condition precedent to the Performance Warranty that any repair covered by this Limited Warranty must be approved in advance and in writing by CARLTON, before any repair could be carried out. Failure to obtain CARLTON’s approval will release the liability from CARLTON’s hand. Mistakes in judgement and errors in the installation will nullify this warranty. Installation guide, instructions, precautions and maintenance procedures can be found inside CARLTON packaging. Do not attempt installation without first reading the provided guidance thoroughly. If by any chance the installation guidance is misplaced or for any reason is not received, please make sure to obtain free copy immediately. All warranties are subject to the following conditions:

  • The original proof-of-purchase, the original Bill of Sale or other original document(s) must be retained and should be presented when demanded. Completing and mailing back the provided registration-card within 10 (ten) days after the purchase is one way of providing proof-of-purchase in different way.
  • If defective product is found and claim will be filed, notification should be given to authorized CARLTON’s seller or retailer within 30 (thirty) days after defect is discovered.
  • All warranties are only effective if the product is purchased and used in the United States of America and/or Canada.


Procedures to Obtain Warranty Service

To obtain Warranty Service the end-purchaser should contact the authorized CARLTON seller or retailer within 30 (thirty) days after defect is discovered. To find the list of CARLTON’s seller or retailer in your area you can also contact CARLTON headquarter at the following address:

CARLTON HARDWOOD FLOORING
2410 SIERRA DRIVE
COMPTON, CA 90220
Tel. No. 310-537-2244
Fax. No. 310-537-4477
E-mail address: info@carltonflooring.com


ALL WARRANTIES IMPLIED BY STATE LAW INCLUDING THE IMPLIED OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY LIMITED TO THE DURATION OF THE LIMITED WARRANTY SET FORTH ABOVE. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. WITH THE EXCEPTION OF ANY WARRANTY IMPLIED BY STATE LAW AS HEREBY LIMITED, THE FOREGOING EXPRESS WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, GUARANTEES, AGREEMENTS AND SIMILAR OBLIGATIONS OF MANUFACTURER OR SELLER WITH RESPECT TO THE REPAIR OR REPLACEMENT OF ANY PRODUCT. IN NO EVENT SHALL SELLER BE LIABLE FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES. SOME STATE DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

NO PERSON, AGENT, DISTRIBUTOR, DEALER, RETAILER OR OTHER COMPANY IS AUTHORIZED TO CHANGE, MODIFY OR EXTEND THE TERMS OF THESE WARRANTIES IN ANY MANNER WHATSOEVER. THE TIME WITHIN WHICH AN ACTION MUST BE COMMENCED TO ENFORCE ANY OBLIGATION OF “CARLTON” THIS WARRANTY OR UNDER ANY STATURE OR LAW OF THE UNITED STATES OR ANY STATE THEREOF IS HEREBY LIMITED TO 1 (ONE) YEAR FROM THE DATE YOU DISCOVER OR SHOULD HAVE DISCOVERED THE DEFECT. THIS LIMITATION DOES NOT APPLY TO IMPLIED WARRANTIES ARISING UNDER STATE LAW. SOME STATES DO NOT PERMIT LIMITATIONS OF THE TIME WITHIN WHICH YOU MAY BRING AN ACTION BEYOND THE LIMITS PROVIDED BY THE STATE LAW, SO THE ABOVE PROVISION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH MAY VARY FROM STATE TO STATE.

THIS WARRANTY MAY ALSO BE APPLICABLE FROM COUNTRY TO COUNTRY WHERE SUCH IS PRACTICABLE AND ADMITTED AND IF SUCH DOES NOT CONTRADICT OR OVERRULE IN ANY WAY AGAINST THE LOCAL LAWS OF THE COUNTRY PERTAINING TO THE SUBJECT.