Limited Product Warranty

NOTICE OF LIMITED WARRANTY: Custom Building Products, LLC, having its headquarters located at Five Concourse Parkway, Atlanta, GA 30328, warrants its product to be of merchantable quality when used or applied in accordance with the instructions on the packaging.  The product is not warranted as suitable for any purpose or use other than the purpose for which it is intended as described on the packaging.  Liability under this warranty, if found to be defective, is LIMITED to the replacement of the product (as purchased), or at Custom Building Products, LLC’s option, the refund of the purchase price.  This warranty is valid for a period of one (1) year from the purchase of the product and is non-transferable.  In the event of a claim under this warranty, notice must be given to Custom Building Products, LLC at its headquarters by sending a letter to: Custom Building Products, LLC a/s Warranties, Five Concourse Parkway, Atlanta, GA 30328.  THIS WARRANTY IS ISSUED AND ACCEPTED IN LIEU OF ANY AND ALL OTHER EXPRESS WARRANTIES AND EXPRESSLY EXCLUDES LIABILITY FOR INDIRECT AND CONSEQUENTIAL DAMAGES.

AVIS DE GARANTIE LIMITÉE: Custom Building Products, LLC, dont le siège social est situé au Five Concourse Parkway, Atlanta, GA 30328, garantit que ses produits sont de qualité marchande lorsqu’ils sont utilisés ou appliqués conformément aux directives qui figurent sur leur emballage. Les produits ne sont pas garantis quant à leur caractère convenable à toute fin ou utilisation autre que les fins .auxquelles ils sont destinés selon la description qui figure sur leur emballage. La responsabilité aux termes de cette garantie, s’il est jugé défectueux, SE LIMITE au remplacement du produit (tel qu’il a été acheté), ou, au gré de Custom Building Products, LLC, au remboursement du prix d’achat. Cette garantie est valide pendant une durée de un an à compter de la date d’achat du produit et elle est incessible. En cas de réclamation faite en vertu de cette garantie, un avis doit être donné à Custom Building Products, LLC par la transmission d’une lettre à son siège social aux coordonnées suivantes: Custom Building Products, LLC a/s Warranties, Five Concourse Parkway, Atlanta, GA 30328. LA PRÉSENTE GARANTIE EST DONNÉE ET ACCEPTÉE ET TIENT LIEU DE TOUTE AUTRE GARANTIE CONVENTIONNELLE ET ELLE EXCLUT EXPRESSÉMENT TOUTE RESPONSABILITÉ RELATIVE À DES DOMMAGES-INTÉRÊTS INDIRECTS OU CONSÉCUTIFS.

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.


Commercial Installation Systems Warranty – U.S.
 Download (pdf, 149 KB)

Commercial Installation Systems Warranty – U.S. (French)
 Download (pdf, 149 KB)

Commercial Installation Systems Warranty – Canada
 Download (pdf, 152 KB)

Commercial Installation Systems Warranty – Canada (French)
 Download (pdf, 152 KB)

Commercial Installation Systems Warranty – Spanish
Download (pdf, 143 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.


Residential Lifetime Warranty – English
 Download (pdf, 126 KB)

Residential Lifetime Warranty – French
 Download (pdf, 126 KB)

Residential Lifetime Warranty – Spanish
 Download (pdf, 124 KB)

“Warranty-Match” Flooring System Warranty


Terms and Conditions
Subject to the conditions and limitations stated in this document, Custom® Building Products (CUSTOM) warrants to the original owner and/or occupant that the Custom Flooring Installation System (Adhesives & Surface Preparation Products) will be free from manufacturing defects
and will not break down or deteriorate under normal, recommended use and maintenance, for the same term of warranty from the finish flooring manufacturer at the time of installation. Products are to be installed in accordance with the flooring finish manufacturer and CUSTOM’s most recently published instructions, specifications and industry standards and guidelines for said installation. Specific project warranties for installations greater than 15,000 SF (1394 m2) commence upon registration of the validation form with Custom Building Products. This warranty is not transferable beyond the original occupant.

Exclusive Remedy
In installations correctly utilizing CUSTOM products listed on this document, and subject to the limitations and exclusions set forth elsewhere in this Limited Warranty, CUSTOM will repair or replace, at its sole discretion, the affected area of the installation including the finish flooring and materials installed immediately above the affected area within 90 days of verifying a product defect. All costs incurred by CUSTOM hereunder shall not exceed the cost of the original installation of the flooring system on the affected area and materials installed immediately there above. Proof of product purchase is required for any claim.

CUSTOM shall not be responsible for structural failure or workmanship that is not in accordance with local codes or standard industry practices and procedures; and CUSTOM published instructions; or be liable for any loss or damage arising from the product incorporated therein, whether direct, indirect, special, incidental or consequential, regardless of the legal theory asserted, including warranty, contract, negligence or strict product liability. Some states do not allow the exclusion of consequential damages, so these limitations or exclusions may not apply to you. For all CUSTOM products in commercial installations, this warranty is expressly in lieu of all implied warranties, including the IMPLIED WARRANTY OF MERCHANTABILITY. Some states do not allow the exclusion of implied warranties, so this exclusion may not apply to you. Cracking due to structural movement beyond the engineered design, excessive deflection or other failure of the substrate and/or damage to structural or subfloor elements from water are also not covered. Acts of God including but not limited to flooding, hurricane, tornado, earthquake and fire shall not be covered under this warranty. CUSTOM will not be responsible for system failure resulting from the use of other manufacturer’s products or non-specified products; or damage to flooring from excessive substrate moisture or moisture vapor beyond adhesive recommendations; or failures from alkali silica reactions without the use of a moisture mitigation membrane or adhesive product. The potential for efflorescence and shading is inherent in all cementitious products and is not considered a manufacturing defect. Although CUSTOM may have suggested the material or developed the material at the request of the owner or applicator, it is the responsibility of the owner to test and determine the suitability of the material for the intended use and purpose, and the owner assumes all risk and liability whatsoever regarding such suitability. This warranty is not a maintenance contract. Any warranties implied by law shall be limited in duration to the duration of this limited warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. Any claim alleging a breach of this warranty or any other warranty must be brought within one year of the breach.

Warranty Requirements
CUSTOM installation requirements can be obtained by calling Technical Services at 800-272-8786 or through custombuildingproducts.com. A complete Custom flooring installation system of products, must be used to qualify for this limited warranty. All installations over 5,000 square feet must receive pre-approval by contacting a CUSTOM Commercial Architectural Sales Representative. We offer pre-installation inspections Multiple residence installations within a structure 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. PLEASE VISIT OUR WEBSITE FOR THE MOST UP-TO-DATE WARRANTY DOCUMENT.

CUSTOM Products Included:


Floor Preparation (as needed)

 Downloadable PDF (235 KB)

Specialized 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.


Fusion Pro Stain Proof Color Perfect Warranty – English
 Download (pdf, 73 KB)

Ultimate Care Program – AquaMix – Limited Availability
 Download (pdf, 96 KB)

CustomTech USA
 Download (pdf, 116 KB)

CustomTech USA (French)
 Download (pdf, 116 KB)

CustomTech Canada
 Download (pdf, 116 KB)

CustomTech Canada (French)
 Download (pdf, 116 KB)

CustomTech Spanish
Download (pdf, 136 KB)

Installations over Schluter Products
Download (pdf, 308 KB)

Builder Tile & Stone Installation Systems Warranty

CUSTOM’s 10-year and limited lifetime system warranties cover the tile installation by offering installation product solutions that are designed to meet the specific requirements of today’s residential jobsite conditions. This is the kind of peace of mind that building professionals and new home buyers deserve. Our program covers single family production homes, multi-story residential, semi-custom and custom homes. Consult our warranty for qualifying surface preparation, mortar and grout options.


Professional Builder’s Tile & Stone Warranty – USA
 Download (pdf, 100 KB)

Professional Builder’s Tile & Stone Warranty – USA (French)
 Download (pdf, 100 KB)

Professional Builder’s Tile & Stone Warranty – Canada
 Download (pdf, 100 KB)

Professional Builder’s Tile & Stone Warranty – Canada (French)
 Download (pdf, 100 KB)

Professional Builder’s Tile & Stone Warranty – Spanish
 Download (pdf, 100 KB)

Project Warranty Request Form

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.

Please fill out the warranty request form below:
>> Warranty Request Form


CUSTOM Building Products
10422 Pioneer Blvd.
Santa Fe Springs, CA 90670 | Map

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