Reference Library : Warranties

Warranties

We make the best products, so it's natural we'd support them with the best warranty programs. Custom provides product and system warranties that guarantee your installation for up to a lifetime. We can also customize warranties to meet installation specifications.



Commercial Installation Systems Warranties

CUSTOM's commercial tile and stone installation systems warranties cover projects when complementary CUSTOM prep, set and grout products are used in non-residential applications. A variety of warranty options are available based on the products selected and jobsite conditions. Our warranties can provide the industry-required protection of 10 years or more to give architects, design professionals and contractors the peace of mind they deserve. We stand behind our products with the longest, most extensive warranties in the industry. Download the appropriate tile and stone installation warranty document below for complete details.

Downloads

Direct Bond Installation Systems Limited Warranty - U.S.

Download (pdf, 131KB KB)

Direct Bond Installation Systems Limited Warranty - Canada

Download (pdf, 129KB KB)

Direct Bond Installation Systems Limited Warranty - French

Download (pdf, 171KB KB)

Direct Bond Installation Systems Limited Warranty - Spanish

Download (pdf, 145KB KB)

Interior Crack Isolation Installation Systems Limited Warranty - U.S.

Download (pdf, 131KB KB)

Interior Crack Isolation Installation Systems Limited Warranty - Canada

Download (pdf, 154KB KB)

Interior Crack Isolation Installation Systems Limited Warranty - French

Download (pdf, 152KB KB)

Interior Crack Isolation Installation Systems Limited Warranty - Spanish

Download (pdf, 145KB KB)

Exterior Waterproofing Installation Systems Limited Warranty - English

Download (pdf, 144KB KB)

Exterior Waterproofing Installation Systems Limited Warranty - Spanish

Download (pdf, 118KB KB)

Pre-Approval Form

Download (doc, 394KB KB)

Residential Warranties

Homeowners: Select a qualifying system of eligible Prep, Set and Grout products and CUSTOM will warrant the tile installation for life, including the materials, tile and labor to repair. Qualify for a lifetime system warranty in three easy steps:

   1. Choose qualifying prep products based on your subfloor, wall or countertop type.

   2. Choose a qualifying mortar based on your tile type.

   3. Choose a CUSTOM grout such as Fusion Pro which delivers unsurpassed stain resistance.

CUSTOM’s residential lifetime warranty delivers peace of mind by ensuring the system will be free from manufacturing defects, and will not break down and deteriorate under normal use. See our warranty document for complete details.

Downloads

Residential Lifetime Warranty - French

Download (pdf, 126KB KB)

Residential Lifetime Warranty - English

Download (pdf, 126KB KB)

Residential Lifetime Warranty - Spanish

Download (pdf, 124KB KB)

Application-Specific Warranties

CUSTOM products deliver peak performance for many installations. These warranties provide additional benefits for specialized applications of tile and stone. Download these warranties for additional details.

Downloads

Shower Installation Systems Warranty - English

Download (pdf, 78KB KB)

Shower Installation Systems Warranty - French

Download (pdf, 106KB KB)

Shower Installation Systems Warranty - Spanish

Download (pdf, 103KB KB)

Flooring Installation Systems Warranty

Download (pdf, 77KB KB)

Product Warranty

Custom® Building Products warrants to the original consumer purchaser that its product shall be free from defects in material and workmanship under normal and proper usage for a period of one year following the date of original purchase. CUSTOM's sole liability under this warranty shall be limited to the replacement of the product. Some states, countries or territories do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty will not extend to any product which has been modified in any way or which has not been used in accordance with CUSTOM's printed instructions. CUSTOM makes no other warranties either expressed or implied. This warranty gives you specific legal rights, and you may have other rights that vary from state to state or from one country/territory to another. This warranty is not transferrable.

For warranties of up to a lifetime on qualifying full installation systems of CUSTOM products, view the installation systems warranties and residential warranties above.

Warranty Details

Terms and Conditions

Subject to the conditions and limitations stated in this document, Custom® Building Products (CUSTOM) warrants to the original owner that the CUSTOM installation system will be free from manufacturing defects and will not break down or deteriorate under normal usage for the term listed in the warranty documents, based on the products selected for the project, when installed in accordance with CUSTOM’s most recently published instructions, specifications and industry standards and guidelines for said installation. This warranty becomes effective upon validated substantial completion of the project. This warranty is not transferable.

Exclusive Remedy

In installations correctly utilizing CUSTOM products listed in the warranty documents, CUSTOM will repair and/or replace, at its discretion, the affected area of the system. Such cost to CUSTOM shall not exceed the original square foot cost of the installation proven to be defective. CUSTOM is not responsible for shade or dye lots of the finish materials. Proof of product purchase is required with any claim.

Warranty Requirements

CUSTOM installation requirements can be obtained by contacting CUSTOM Technical Services online or over the phone. A complete CUSTOM system of products must be used to qualify for this limited warranty. Surface preparation product selection is optional depending on the job requirements. All installations over 5,000 square feet must receive pre-approval by contacting a CUSTOM Architectural Consultant. We offer pre-job inspections; call or fill out a request online. Multiple residence installations are considered as one installation.

Claims Procedures

If you wish to make a claim under this limited warranty, you must notify CUSTOM immediately in writing at: Technical Services, Custom Building Products, 10400 Pioneer Blvd., Santa Fe Springs, CA 90670. Include any and all information related to an alleged defect of the installation. The claim must be submitted in a timely fashion, and evaluated by CUSTOM before any repair work is done. CUSTOM reserves the right to physically inspect any project with a claim pending prior to determining validity of the claim. Proof of purchase may be required. For any claim that is not valid, CUSTOM will be paid reasonable charges, including travel and labor, associated with investigation of such claim.

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