Question 1

What does my stone protection warranty cover?

Accepted Answer

Your stone protection warranty covers defects in the protective treatment and workmanship performed by Sydney Surface Protection under normal residential use and when the surface has been maintained in accordance with our recommended care instructions. The warranty is intended to provide peace of mind against failures resulting from the original application of the protection system. In the event of an approved claim, Sydney Surface Protection reserves the right to inspect, repair, or replace the affected area at its discretion.

Question 2

What is not covered under the warranty?

Accepted Answer

The warranty does not cover damage caused by accidental impact, misuse, neglect, abuse, unauthorised repairs, alterations, improper cleaning methods, or the use of harsh chemicals. It also excludes damage caused by external factors such as fire, flooding, natural disasters, structural movement, or excessive heat exposure. Any issues resulting from circumstances beyond the control of Sydney Surface Protection are not covered under this warranty.

Question 3

Does my warranty cover normal wear and tear?

Accepted Answer

No. Normal wear and tear is a natural part of the ageing process and is not considered a manufacturing or workmanship defect. Over time, all surfaces are subject to changes caused by regular use, exposure to environmental conditions, and daily activity. Minor surface marks, gradual deterioration, scratches, chips, and cosmetic changes that occur through normal use are not covered under the warranty. Proper care and maintenance will help maximise the longevity and appearance of your protected surfaces.

Question 4

Does the warranty cover staining or etching?

Accepted Answer

The stone protection treatment is designed to provide resistance against staining and assist with easier maintenance; however, no surface can be guaranteed to be completely stain-proof or etch-proof. Prolonged exposure to acidic substances, harsh chemicals, dyes, oils, or spills left unattended may cause staining or etching that falls outside the scope of warranty coverage. Prompt cleaning and adherence to the recommended care instructions are essential to maintaining the performance and appearance of the treated surface.

Question 5

What maintenance is required to keep my warranty valid?

Accepted Answer

To ensure your stone protection continues to perform as intended, surfaces should be maintained using suitable cleaning products and methods recommended by Sydney Surface Protection. Abrasive pads, harsh chemicals, acidic cleaners, and improper maintenance practices may damage the treated surface and could affect warranty coverage. Regular cleaning and routine care are the responsibility of the property owner and are essential to preserving the appearance and longevity of the stone protection system.

Question 6

Will my stone protection need to be reapplied?

Accepted Answer

Stone protection systems are designed to provide long-lasting performance; however, exposure to everyday use, cleaning routines, and environmental conditions may gradually reduce their effectiveness over time. Depending on the type of stone, level of usage, and maintenance practices, periodic inspections, maintenance treatments, or reapplication may be recommended to maintain optimal performance. Such maintenance forms part of the normal lifecycle of the product and does not constitute a warranty claim.

Question 7

How do I make a warranty claim?

Accepted Answer

If you believe there is an issue covered by your warranty, please contact Sydney Surface Protection as soon as possible. To assist us in assessing your claim, please provide your name, installation address, invoice number, and clear photographs of the affected area where possible. Once your claim has been received, our team will review the information and may arrange an inspection if required. Approved claims will be addressed in accordance with the terms and conditions of the warranty, and Sydney Surface Protection reserves the right to repair or replace the affected area at its discretion.

WARRANTY TERMS & CONDITIONS

Frequently asked questions