Warranties
Every floor we supply carries a 25-year structural product warranty, and every floor we lay carries a 10-year installation warranty. Cork by Kustom Timber carries a 25-year residential and 10-year commercial wear and structural warranty. The full terms of each are set out below (Rev 22 Oct 2026).
KEY CONDITIONS
An annual professional clean and service by Kustom Timber or a recognised flooring professional, with a maintenance record, is a condition of the timber Product Warranty. Care for your floor using the current Kustom Timber care and maintenance guide and recommended cleaner.
Over underfloor heating, the floor surface must not exceed 27°C at any point and indoor relative humidity must be kept between 45% and 65%.
Cork floors must be kept within 10 to 30°C and 45 to 65% relative humidity, and cleaned only with approved care products.
MAKING A CLAIM
Email info@kustomtimber.com.au or write to Kustom Timber, 71-73 Balmain Street, Cremorne VIC 3121, with proof of purchase and a description of the fault.
PRODUCT WARRANTY (RESIDENTIAL USE)
25-year structural product warranty + 10-year installation workmanship warranty.
This warranty is given by Trimar Trading Pty Ltd t/a Kustom Timber (ABN 89 162 254 926), referred to in this document as ‘Kustom Timber’.
This document sets out the 25-year structural product warranty, covering the timber flooring itself. Our installation labour is covered separately by the 10-year Kustom Timber Installation Warranty — see that companion document for full detail.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. What constitutes a major failure is set out in the Australian Consumer Law.
While we offer a quality product, it is important that you follow the proper installation and maintenance instructions to ensure this warranty remains valid.
Natural Characteristics of Timber
Over time, natural colour change may occur on your hardwood flooring, especially when exposed to direct sunlight — this is not considered a defect. Timber flooring is a natural product, and although engineered timber is designed to limit expansion and contraction of the floor, this may still occur.
Minor gapping at board edges caused by seasonal changes in humidity, within Australian Standard / ATFA tolerances, is a natural characteristic of timber and is not a defect. Separation caused by a manufacturing defect in lamination, assembly or milling is covered by this warranty.
Warranty Terms
The limited warranties in this document are all conditional and subject to the terms, limitations and exclusions set out below. This warranty runs from the date of installation where Kustom Timber installs your floor, or from the date you take delivery of the flooring for supply-only purchases.
The benefits under this warranty are in addition to your other rights and remedies under law in relation to the goods. For the avoidance of doubt, any undertakings that are not guaranteed under the Australian Consumer Law and are not expressly included in this warranty are excluded to the extent possible under that legislation.
This defects warranty is for the benefit of the property owner for whom the flooring product is installed. It is not transferable.
To be covered under this warranty you need to retain your sales receipt and ensure the flooring is properly installed in accordance with our installation instructions. If you were not the direct purchaser, you will need to obtain evidence of purchase (e.g. receipts) from the contractor who purchased the products for you, and evidence of correct installation.
You must also properly care for your new floor in accordance with the current Kustom Timber care and maintenance guide for your floor type, using the current Kustom Timber recommended cleaner. An annual professional clean and service by Kustom Timber or a recognised flooring professional, and a maintenance record showing it, are conditions of this warranty. The use of floor care products other than those we recommend may damage your floor.
Defects Warranty
Subject to the terms of this warranty, including correct installation and maintenance in accordance with our recommended guidelines, and under normal household use, we warrant that for 25 years from the warranty start date:
The Kustom Timber flooring, in its original manufactured condition, will be free from manufacturing defects in lamination, assembly, milling and dimension.
The Kustom Timber flooring may be professionally sanded and refinished.
The Kustom Timber flooring, when properly installed according to our installation instructions over a compatible radiant underfloor heating system, will not buckle or delaminate as long as the underfloor heating conditions set out below are met.
Underfloor Heating Conditions
Kustom Timber flooring may be installed over a compatible radiant underfloor heating system (hydronic, electric or diffuser plate) only where the flooring, adhesive, subfloor construction and heating system have been approved for use together and are installed in accordance with the Kustom Timber Installation Guide and the heating system manufacturer’s instructions.
The temperature at the finished flooring surface must not exceed 27°C at any point during the life of the floor. Surface temperature is measured at the hottest point, including beneath rugs, mattresses and low clearance furniture. Indoor relative humidity must be maintained between 45% and 65%.
Hydronic slabs must be purged and the heating system run for at least two weeks before installation to dry the slab, switched off 48 hours before installation and restarted no earlier than one week after installation. The heating system must include suitable floor temperature sensors and controls and must be commissioned, increased and reduced gradually, by no more than 2°C per day, including at the start and end of each heating season.
Installation and commissioning records, including the heating system’s start up dates and temperature settings, should be retained and may be requested for any warranty claim. Where a floor temperature data logger is fitted, its readings will be accepted as evidence of the conditions the floor has been kept in.
Damage resulting from overheating, excessive or insufficient humidity, thermal shock, heating system malfunction, heat concentration beneath rugs, mattresses or furniture, uncontrolled heat from fireplaces or unshaded glazing, or failure to follow these requirements is not a manufacturing defect and is not covered by this warranty.
Pre-Installation Defects Warranty
We warrant that our flooring products will not have any obvious milling, dimension or visual defects. You or your installer should carefully inspect the products before installation for such defects. Any uncut pieces that appear to have defects should be returned to the original place of purchase; pieces that do not meet our specifications will be replaced. Since wood is a natural product, there will be natural variations in colour, tone and grain that are not covered by this warranty. This pre-installation defects warranty expires upon installation.
Making a Claim
Warranty claims may be made by email to info@kustomtimber.com.au or in writing to: Kustom Timber, 71–73 Balmain Street, Cremorne VIC 3121.
INSTALLATION WARRANTY (RESIDENTIAL USE)
10-year installation workmanship warranty.
This warranty is given by Trimar Trading Pty Ltd t/a Kustom Timber (ABN 89 162 254 926), referred to in this document as ‘Kustom Timber’.
Kustom Timber is dedicated to providing high-quality and purposeful works and services to all our valued customers. In compliance with the Australian Consumer Law and to ensure your satisfaction, we offer this comprehensive Ten-Year Installation Warranty for your recent timber flooring installation.
This warranty covers our installation labour only. The timber flooring itself is covered separately by the 25-year Kustom Timber Product Warranty — see that companion document for details on product coverage.
Warranty
Kustom Timber will:
Warrant our workmanship in the installation of the timber floor at your premises, in accordance with the contract conditions.
Provide a warranty period of ten years from the date of practical completion, as recorded by Kustom Timber. This warranty solely covers the installation workmanship and does not include general wear and tear. “General wear and tear” refers to normal usage and recommended maintenance as advised at the time of quotation. This warranty is communicated and provided directly by Kustom Timber to you, our customer.
Undertake all works and services in strict accordance with the contract or any subsequent contract variations.
Warranty Terms
This is a Ten-Year Installation Warranty covering defective or poor workmanship in the installation only, from the date of completion. It does not cover the flooring materials or products themselves — see the Kustom Timber Product Warranty for that cover — and does not include payment or compensation for materials or products used in providing our labour under this warranty.
All warranty claims must be made in writing, specifying the address of the property, the date of installation, the contact details of the claimant, and a full description of the fault. Claims may be made by email to info@kustomtimber.com.au or in writing to: Kustom Timber, 71–73 Balmain Street, Cremorne VIC 3121, accompanied by proof of purchase.
This warranty shall not apply unless Kustom Timber has received payment in full for the products/services for which the warranty claim is made, to the extent permitted by law.
All products not manufactured by Kustom Timber may have their own manufacturer’s warranty. We will provide the manufacturer’s details upon request if such products are used in the course of installation.
This warranty is given exclusively to the original buyer and is non-transferable.
Kustom Timber shall not be liable under this warranty for personal injury, loss, claims, property damage, or labour, material or other costs (whether special, consequential or otherwise, however caused or arising, and whether direct or indirect), to the extent permitted by law.
No waiver, modification or alteration of any of the terms of this warranty shall be binding on Kustom Timber unless authorised in writing by Kustom Timber. Except for the provisions of this warranty, there is no representation, warranty, condition, right, remedy or covenant (written or oral, expressed or implied, statutory or otherwise) given, extended or authorised by Kustom Timber with respect to the works & services provided.
Exclusions
This warranty shall be void in each of the following circumstances:
Where the timber floor is subject to exposure from intense direct sunlight for lengthy periods, when the property has been locked up for lengthy periods without ventilation, water ingress, or activities considered not fit for purpose.
Where damage is attributed to improper usage or unusual treatment; accidents; negligence; wilful mishandling; settlement, distortion, warping, failure or cracking of the materials to which the product is fixed; lightning; fire; flood; storm damage; or Acts of God.
Where the floor is subjected to improper cleaning, including but not limited to abrasive cleaners, excessive moisture, strong alkalis or acids, or sharp objects.
If modifications or alterations are made by others.
Failure to provide reasonable and necessary maintenance during normal wear and tear.
Disclaimer
This warranty is offered solely by Kustom Timber, the contractor who undertook the work. While Kustom Timber is dedicated to upholding the highest standards, we note that the Australian Timber Flooring Association (ATFA) actively promotes its members and the use of a warranty. ATFA bears no liability for work undertaken by Kustom Timber, or for any claims, losses, costs or damages resulting from work conducted by Kustom Timber. Membership of ATFA does not create a joint venture or partnership between Kustom Timber and ATFA. ATFA is not a party to this warranty.
CORK WARRANTY (RESIDENTIAL & COMMERCIAL USE)
25-year residential / 10-year commercial wear and structural warranty.
This warranty is given by Trimar Trading Pty Ltd t/a Kustom Timber (ABN 89 162 254 926), referred to in this document as ‘Kustom Timber’, backed by the manufacturer, Corksribas.
This document sets out the wear and structural warranty covering Cork by Kustom Timber flooring (Harvest and Artisan ranges), coated glue-down cork tiles supplied and/or installed by Kustom Timber.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. What constitutes a major failure is set out in the Australian Consumer Law.
While we offer a quality product, it is important that you follow the proper installation and maintenance instructions to ensure this warranty remains valid.
Natural Characteristics of Cork
Cork is a natural product, harvested from the bark of the cork oak without harming the tree. Variations in colour, tone and grain between tiles and batches are a natural characteristic of cork, not a defect.
Minor gapping at tile edges caused by seasonal changes in humidity, within Australian Standard/ATFA tolerances, is a natural characteristic of cork flooring and is not a defect. Separation caused by a manufacturing defect in lamination, assembly or milling is covered by this warranty.
Warranty Terms
The limited warranties in this document are all conditional and subject to the terms, limitations and exclusions set out below. This warranty runs from the date of installation where Kustom Timber installs your floor, or from the date you take delivery of the flooring for supply-only purchases.
The benefits under this warranty are in addition to your other rights and remedies under law in relation to the goods. For the avoidance of doubt, any undertakings that are not guaranteed under the Australian Consumer Law and are not expressly included in this warranty are excluded to the extent possible under that legislation.
This defects warranty is for the benefit of the property owner for whom the flooring product is installed. It is not transferable.
To be covered under this warranty you need to retain your sales receipt and ensure the flooring is properly installed in accordance with our installation instructions. You must also properly care for your floor using our Care & Maintenance guide — the use of floor care products other than those recommended for cork flooring may damage your floor and affect this warranty.
Defects and Wear Warranty
Subject to the terms of this warranty, including correct installation and maintenance in accordance with our recommended guidelines, we warrant Cork by Kustom Timber flooring (EN 685 use classes) as follows:
Residential use — 25 years from the warranty start date, the flooring will be free from manufacturing defects in lamination, assembly and milling, and the wear layer will not wear through under normal residential use.
Commercial use — 10 years from the warranty start date, the flooring will be free from manufacturing defects in lamination, assembly and milling, and the wear layer will not wear through under normal commercial use.
“Wear-through” means complete loss of the wear layer, exposing the cork substrate beneath, over at least 5% of the floor’s surface area. Reduction in gloss level, surface scratching, scuffing and indentation are characteristics of use, not wear-through, and are not covered.
Kustom Timber consciously extends this cover beyond the manufacturer’s own backing: Corksribas’ manufacturer warranty covers 15 years residential / 5 years commercial; Kustom Timber itself carries the additional years under this document.
Pre-Installation Defects Warranty
We warrant that our flooring products will not have any obvious milling, dimension or visual defects. You or your installer should carefully inspect the products before installation for such defects. Any uncut pieces that appear to have defects should be returned to the original place of purchase; pieces that do not meet our specifications will be replaced. Since cork is a natural product, there will be natural variations in colour, tone and grain that are not covered by this warranty. This pre-installation defects warranty expires upon installation.
Conditions
This warranty applies where the floor is cared for in line with the Kustom Timber Care & Maintenance guide for cork flooring, including: cleaning only with approved care products; entry matting at external doorways and felt pads under furniture; indoor conditions maintained within 10–30°C and 45–65% relative humidity. For commercial floors, a documented maintenance program appropriate to the traffic level is required.
What Is Not Covered
Damage from misuse, accidents, impacts, pets’ claws, stiletto heels, grit abrasion, chemical spills, water ingress or flooding.
Colour change or fading from sunlight/UV exposure — a natural characteristic of cork.
Movement, cracking or gapping caused by subfloor movement, structural settlement or substrate moisture.
Damage caused by other trades, third parties or the customer.
Commercial use of flooring quoted and supplied for residential use.
Modifications or alterations made by others.
Any floor not cared for in accordance with the Kustom Timber Care & Maintenance guide.
Making a Claim
Warranty claims may be made by email to info@kustomtimber.com.au or in writing to: Kustom Timber, 71–73 Balmain Street, Cremorne VIC 3121, accompanied by proof of purchase, a description of the fault, and photographs where relevant.