Back to the Help - Start Page  or Go Back to the Previous Page

15 Year Warranty Claim

We are sorry you have a problem with your underfloor heating.

Warmfloor and its fault finding and repair agents have specialised equipment and vast experience in the complex procedure of fault finding and repair. Often we arrive at a site to where an Electrician has tried to locate and fix an issue to find further damage beyond the original fault has occurred due to their lack of equipment and knowledge.

Unfortunately we cannot usually ascertain the nature of the fault until the fault has been located and the floor covering in the location removed.

95% of faults we attend are due to circumstances beyond Warmfloor’s control. Common faults found that are NOT covered by a warranty are:

• The Cold tail joints have not been laid AT LEAST 50mm away from the wall (i.e. must be flat on the floor surface). The cold tail joint is where the cold lead running down the wall meets the heating element on the floor. Any bend in the joint causes stress and can fail.

• Self-Levelling Compound has NOT been used. SLC provides a protection from damage that may occur from items such as tiles, buckets, sub-trades and their tools.

• Damage caused to cable during installation of door stops, carpet smooth edges, waste pipes, baths and bath forcets (free standing).

• Cables that have been run between rooms through a wall or under fixed furniture (can cause excessive heat and eventually fail).

• Often the damaged caused by these circumstances will not show up immediately and the floor may run for several years before the heating can fail.

All of the above can be avoided if the installation has been performed following all the instructions in our installation manual (which is available at all retail stores and as a pdf file on our website), and viewing our installation tutorial videos available on our website.

Your fault can be located and fixed by a Warmfloor Specialist. This will require us visiting your site in New Zealand and costs are involved. We have a fixed price of $800 incl. gst. This cost will allow for travelling to site, locating the fault and the repair of the fault. This price does not include the removal and reinstatement of the floors surface. However in most circumstances a tile can be removed by the Warmfloor Agent (not reinstated).

This payment will be refunded IN FULL should the fault be deemed to be covered under our Warranty. This payment is required in advance to get a technician to your site.

There is a likely event a Warmfloor technician will be in your area within the next 12 months. If you are prepared to wait our costs will be reduced. Please indicate if you are prepared to wait on the pdf claim form.

Please also note if we get to the site and find the cable IS NOT A WARMFLOOR CABLE further charges may apply.

To validate your 15 year warranty we require the following information to be completed on our claim form (PDF 115kb) and returned to us at info@warmfloornz.com.