VALENCE SUPPLY PRODUCT WARRANTY & CLAIMS POLICY
Valence Supply stands behind qualifying Valence manufactured products while recognizing that coating performance depends upon product condition, substrate conditions, preparation, installation, environmental conditions, and workmanship.
This policy explains how potential product failures are reported and investigated and how Valence may assist property owners when a project does not qualify for a registered Valence warranty.
This policy does not replace or expand any Valence Limited Warranty. When a project has an approved Valence warranty, the terms of that specific warranty control.
Products Covered by This Policy
This Warranty Claims & Customer Resolution Policy applies only to qualifying Valence manufactured and Valence branded coating products covered by an applicable Valence Limited Warranty.
It does not apply to grinders, equipment, tools, coatings, chemicals, or other products manufactured by third parties and resold or distributed by Valence Supply.
Third party products are subject exclusively to the warranty, if any, provided by their original manufacturer. Valence Supply may assist customers in communicating a potential claim to the manufacturer but does not independently warrant third party products or assume the manufacturer's warranty obligations.
The sale, recommendation, technical support, or distribution of a third party product by Valence Supply does not make that product eligible for a Valence product or system warranty.
DIY Installation and Technical Support
Valence Supply provides product information, installation guidance, troubleshooting assistance, training, and technical support to both professional installers and DIY customers.
Technical support is provided in good faith based upon the information available to Valence at the time. Because Valence does not control or supervise the installation and generally cannot independently verify substrate conditions, preparation, moisture, environmental conditions, mixing, application methods, equipment, or workmanship, technical guidance does not constitute a warranty or guarantee of installation results.
DIY Installations
Unless expressly stated otherwise in an applicable written Valence warranty, Valence professional system and project warranties apply only to qualifying installations performed by a Valence Certified Installer and properly registered in accordance with the applicable warranty requirements.
DIY installations therefore do not qualify for a Valence professional project or system warranty merely because qualifying Valence products were purchased or because Valence provided technical assistance during the installation.
A reported issue involving a DIY installation may still be reviewed to determine whether there is evidence of a defect in a Valence manufactured product.
Valence technical support does not transfer responsibility for surface preparation, substrate conditions, moisture, mixing, application, workmanship, or other installer controlled conditions to Valence.
Providing technical advice before, during, or after an installation does not create, expand, or modify a Valence warranty.
1. Registered Valence Warranties
Valence currently offers a 5 Year Residential Flake Floor Limited Warranty for qualifying professionally installed systems.
Certain continuously eligible Valence Certified Installers participate in a previously established Legacy 15 Year Limited Warranty Program.
Valence supplies Certified Installers with the appropriate warranty registration cards for the warranty program in which they are authorized to participate.
The warranty term applicable to an individual project is determined by the applicable Valence issued registration card and Valence's subsequent review and approval.
An installer cannot independently select, alter, extend, or promise a Valence warranty term.
2. Warranty Registration Is the Installer's Responsibility
Warranty registration must be completed and submitted by the Valence Certified Installer who performed the installation.
A homeowner, property owner, general contractor, or other third party cannot register a project on behalf of the installer or independently create warranty coverage.
The installer must submit the applicable Valence issued Warranty Registration Card within seven (7) days after completion of the installation.
The card must be complete and accurate and contain all information required by the applicable warranty.
Submission of a card does not itself establish warranty coverage. Registration is subject to review and approval by Valence.
3. Complete Valence System Required
Warranty eligibility requires use of the complete qualifying Valence system specified by the applicable warranty.
This includes all required Valence components, including applicable basecoat, mender, broadcast system, topcoat, and other specified products.
Required Valence components may not be omitted or substituted with third party products.
The fact that some Valence products were used on a project does not make the entire installation eligible for a Valence system warranty.
4. Product Lot Numbers
The Warranty Registration Card must contain all required lot numbers for the Valence products used on the project.
Lot numbers allow Valence to trace products to applicable production and manufacturing information and to compare warranty registrations against Valence's records.
Submitted lot numbers must accurately identify the products actually used on the registered project and must be capable of verification against applicable Valence records.
Incorrect, missing, unverifiable, altered, or fabricated lot information may make a project ineligible for warranty coverage.
Valence is not required to reconstruct, alter, supplement, or correct an installer's registration after the applicable registration period in order to create warranty eligibility.
5. Reporting a Potential Warranty Claim
Potential claims involving Valence manufactured products must be submitted in writing to:
warranty@valencesupply.com
Please provide as much of the following information as reasonably available:
- homeowner or property owner's full name;
- telephone number and email address;
- project address;
- name of the installing contractor;
- installation date;
- approximate project size;
- description of the reported problem;
- date the problem was first observed;
- copy of the applicable Warranty Registration Card;
- warranty registration or approval information, if available;
- Valence order or invoice information, if available;
- products used on the project;
- applicable product lot numbers;
- photographs of the affected areas;
- photographs showing the overall project;
- video when useful to demonstrate the reported condition;
- available substrate preparation information;
- available moisture testing information;
- relevant temperature, humidity, or other environmental information;
- communications with the original installer concerning the problem; and
- description of any repair or corrective work already attempted.
Missing information does not necessarily prevent Valence from initially reviewing a reported problem, but Valence may require additional information before determining warranty coverage or providing assistance.
6. Preserve the Project and Evidence
Customers and installers must preserve reasonably available evidence relating to a potential product failure.
This may include:
- unused material;
- original containers;
- product labels;
- packaging;
- lot information;
- photographs and video;
- installation records;
- moisture testing records;
- project communications; and
- samples of affected material when reasonably available.
Except where reasonably necessary to protect persons or property from additional damage, the affected coating should not be removed, ground off, coated over, repaired, destroyed, or otherwise materially altered before Valence has been provided a reasonable opportunity to investigate.
If emergency corrective work is necessary, photograph and document the condition thoroughly before alteration whenever reasonably possible.
Failure to preserve reasonably available evidence may affect Valence's ability to determine the cause of a reported failure or establish warranty coverage.
7. Valence Investigation
Valence may investigate a reported failure using any reasonable combination of:
- warranty registration records;
- photographs and video;
- interviews with the property owner or installer;
- purchase history;
- product and lot tracking records;
- manufacturing records;
- product samples;
- substrate information;
- moisture testing;
- environmental information;
- installation records;
- onsite inspection; and
- independent testing when appropriate.
Valence reserves the right to inspect the project before approving a warranty remedy.
Submission or investigation of a claim does not constitute acceptance of warranty coverage or an admission that a Valence product is defective.
8. Determining the Cause of Failure
Coating problems may result from product defects, substrate conditions, moisture, preparation, workmanship, environmental conditions, contamination, improper mixing or application, incompatible products, physical damage, or a combination of factors.
Valence will evaluate available evidence to determine, when reasonably possible, the apparent cause and mode of failure.
The existence of a coating failure does not by itself establish that a Valence product was defective.
9. Covered Product Failure
If Valence determines that a reported condition constitutes a covered product failure under an approved Valence Limited Warranty, the remedies and limitations contained in that warranty will apply.
Unless the applicable written warranty expressly provides otherwise, Valence's warranty responsibility is limited, at Valence's option, to replacement of the qualifying failed Valence material or reimbursement up to the original purchase cost of that qualifying material.
Labor and other corrective costs are not covered unless expressly stated otherwise in the applicable written warranty.
10. Installation and Workmanship Issues
Valence warranties Valence products only to the extent provided in the applicable written warranty.
Valence does not warrant the independent contractor's workmanship.
Issues resulting from improper surface preparation, application, mixing, environmental conditions, substrate conditions, moisture, incompatible products, installation practices, or other installer controlled conditions are not converted into Valence product failures merely because Valence products were used.
The property owner should generally address workmanship obligations with the installing contractor.
11. Installer Fails to Submit the Warranty Registration
If an installer fails to properly submit the required Warranty Registration Card, the homeowner should contact:
warranty@valencesupply.com
Failure by an installer to register the project does not automatically create or reinstate warranty coverage.
Valence may separately review the circumstances through the Customer Resolution Review process described below.
12. Incorrect or Incomplete Registration
A registration that is late, incomplete, inaccurate, unverifiable, or otherwise fails to satisfy the applicable warranty requirements may be rejected.
Valence is not required to change or reconstruct the registration after the registration deadline to create warranty eligibility.
If the homeowner was not responsible for the registration problem, Valence may nevertheless conduct a Customer Resolution Review to determine whether voluntary assistance is appropriate.
13. Suspected Warranty Fraud
Valence takes the integrity of its warranty program seriously.
Warranty registrations may be compared against Valence's installer certification records, sales records, product records, manufacturing information, lot tracking information, and other applicable records.
Fabricated lot numbers, false project information, falsified moisture readings, altered cards, misrepresentation of products used, substitution of nonValence products, or other intentionally inaccurate information may result in rejection or cancellation of warranty coverage.
Suspected fraud may also affect the installer's certification or future participation in Valence warranty programs.
Valence will not knowingly alter or reconstruct fraudulent warranty documentation in order to establish warranty coverage.
An innocent homeowner may request a Customer Resolution Review, but such review does not validate the fraudulent registration.
14. Installer Goes Out of Business or Cannot Be Located
Valence Certified Installers are independently owned and operated businesses unless expressly stated otherwise in writing.
If an installer closes, goes out of business, cannot reasonably be located, or is otherwise unavailable, Valence does not assume the installer's workmanship, contractual, labor, or financial obligations.
If the project has an approved Valence warranty, Valence will continue to evaluate qualifying product claims according to the applicable warranty regardless of whether the original installer remains in business.
Valence may also assist the property owner in locating another Valence trained or Certified Installer willing to evaluate or perform corrective work.
15. Installer Refuses to Repair the Project
An installer's refusal to inspect or repair a project does not automatically make Valence responsible for the installer's work.
The property owner may contact Valence if the installer refuses to address a reported problem.
Valence may review the circumstances and, where appropriate, assist the property owner in identifying another qualified installation company.
Any workmanship, contractual, or financial dispute between the property owner and original installer remains separate from Valence's product obligations.
16. Customer Resolution Review
Valence recognizes that a property owner may be placed in a difficult position because an installer failed to properly register a project, submitted incorrect information, committed fraud, went out of business, disappeared, or refused to address a problem.
For these situations, Valence may offer a Customer Resolution Review.
This process is separate from the Valence Limited Warranty.
During a Customer Resolution Review, Valence may consider available:
- purchase history;
- lot tracking information;
- installer records;
- photographs;
- product samples;
- project documentation;
- installation information;
- manufacturing information; and
- other reasonably relevant evidence.
Valence's ability to identify products or determine what likely occurred does not correct, create, restore, extend, or modify warranty coverage.
17. Voluntary Replacement Product
If a project does not qualify for warranty coverage but Valence independently determines that available evidence supports a genuine failure of a Valence manufactured product, Valence may choose to provide replacement Valence product as a voluntary customer accommodation.
This determination is made by Valence based upon the circumstances of the individual matter.
Providing replacement product outside an applicable written warranty does not constitute an admission of liability, reinstate warranty coverage, or create an obligation to provide the same accommodation in another situation.
18. Labor When the Original Installer Is Unavailable
Unless an applicable written Valence warranty expressly states otherwise or Valence separately agrees otherwise in writing, Valence does not pay for:
- removal of the existing coating;
- grinding;
- surface preparation;
- labor;
- equipment;
- travel;
- contractor charges;
- lost use;
- downtime; or
- installation of replacement material.
If the original installer is unavailable, refuses to perform the work, or is no longer in business, the property owner is responsible for negotiating and paying the replacement contractor's labor and related charges.
Valence may assist the property owner in locating a Valence trained or Certified Installer.
Where Valence has determined that voluntary replacement product is appropriate, Valence may coordinate directly with the replacement contractor regarding the Valence material required for the corrective work.
19. Third Party Products
This policy does not create a Valence warranty for products manufactured by another company.
Products manufactured by third parties and sold or distributed by Valence are subject only to the applicable manufacturer's warranty, if any.
Valence may assist a customer in communicating with the manufacturer but does not guarantee that the manufacturer will accept, investigate, replace, reimburse, or otherwise resolve a reported failure.
20. Goodwill Assistance
Valence may provide additional assistance when management determines that doing so is appropriate for customer service or commercial reasons.
Such assistance may include product, credits, technical assistance, contractor referrals, freight assistance, or other accommodations.
Goodwill assistance is voluntary.
Providing assistance in one situation does not establish warranty coverage, admit liability, modify a written warranty, or require Valence to provide the same assistance in another situation.
21. Questions About Registration Status
Homeowners who received a Valence warranty from their installer may contact:
warranty@valencesupply.com
to ask whether Valence received and approved the Warranty Registration Card for their project.
Please provide the homeowner's name, project address, installing contractor, and approximate installation date.
Valence can confirm the registration status reflected in its records.
22. Relationship to the Applicable Limited Warranty
This policy explains Valence's claims and customer assistance process.
It does not replace the applicable 5 Year Limited Warranty or Legacy 15 Year Limited Warranty.
If this policy conflicts with an applicable approved written warranty concerning warranty coverage, duration, exclusions, or remedies, the applicable written warranty controls.
23.Legacy 15 Year Warranty Program
Valence's current standard professional warranty is the 5 Year Limited Warranty.
Certain longstanding Valence Certified installation companies were grandfathered into the former VPC Legacy 15 Year Limited Warranty Program and may continue offering that warranty while they remain eligible for the Legacy program.
To maintain Legacy eligibility, an installation company must maintain continuous active customer status with Valence.
For purposes of Legacy Warranty eligibility, an installation company is considered dormant after seven (7) consecutive months without a qualifying purchase from Valence.
Once an installation company has been dormant for seven consecutive months, its Legacy 15 Year Warranty eligibility terminates. If the company later resumes purchasing from Valence, it is considered a returning customer and becomes eligible for the current Valence warranty program then in effect.
Prior participation in the Legacy program, previous certification, or possession of an unused Legacy 15 Year Warranty Registration Card does not restore or establish Legacy eligibility after dormancy.
Valence determines an installation company's Legacy eligibility based upon Valence's applicable customer and transaction records.
Previously Registered Legacy Warranties
Loss of Legacy status applies only to the installation company's ability to offer Legacy warranties on future projects.
A Legacy 15 Year Limited Warranty that was properly registered and approved by Valence while the installation company was eligible for the Legacy program remains subject to its originally approved warranty term.
- An installer's subsequent dormancy, return to Valence, loss of Legacy eligibility, or cessation of business does not shorten an already approved homeowner warranty.