NewTechWood Warranty Claim
We’re Confident in the Quality of Our NewTechWood Products
If you believe your concern is covered under our Limited Warranty, you can start the claim process online by clicking the ‘Start Your Warranty Claim’ button at the bottom of this page.
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Navigate through our key support sections to get the information you need. Whether you’re after warranty terms, maintenance tips, common questions or step-by-step instructions, everything is just one click away.
Frequently Asked Questions
Will NewTechWood engineered timber last forever?
Not forever, but it sure feels like it! NewTechWood uses only the highest quality materials for engineering its composite timber boards. Years of engineering have been spent to ensure the correct blend of components go into NewTechWood products. NewTechWood will hold up to the test of time and it is backed by a 25-year residential Warranty.
What does the NewTechWood warranty cover?
The warranty covers material manufacturing defects such as splintering, delamination, rot, termite damage, and fungal decay.
It also includes stain and fade resistance for residential use.
How long is the warranty period for each product type?
- Decking, Cladding, Screening (Residential Use): 25 years
- Decking, Cladding, Screening (Other Use): 10 years
- Deck Tiles (Residential Use): 10 years
- Deck Tiles (Other Use): 5 years
Is the warranty different for residential and commercial use?
Yes! There is a 25-Year Limited Residential Warranty, a 10-Year Warranty for Commercial use.
Products used for residential properties have a more extended warranty period and include both stain and fade resistance.
Products used for rental, leased, or commercial properties have a shorter warranty and cover fade resistance only.
Are NewTechWood products covered for stain and fade resistance?
NewTechWood’s superior technology gives the boards great Ultra-Violet resistance. When installed, cared for and maintained properly in the residential exterior deck environment, NewTechWood products provide fade resistance.
NewTechWood warrants that the boards are resistant to colour change from light and weathering exposure as measured by colour change in excess of 5 Delta E (Hunter) units (which is the accepted industry standard.).
For residential use, the warranty covers both stain and fade resistance. For non-residential use, only fade resistance is covered.
Can Low-emissivity (Low-E) glass affect NewTechWood products?
E-glass can cause excessive heat build-up on surrounding surfaces. The damage caused by the reflected beam of highly concentrated sunlight reflecting off the window also affects other things in its path, such as cars, other painted surfaces, artificial grass, and other plastic containing products, including vinyl cladding.
Even people exposed for more than a short time have felt discomfort and have to move away. The potential for burns exists, and eye damage is also a risk. One way to stop these potentially dangerous reflections from damaging your surrounds is to apply an anti-reflective window film on the outside of the e-glass window.
NewTechWood customers that have concerns about possible damage by Low-E glass should contact the manufacturer of the product which contains the Low-E glass for a solution to reduce or eliminate the effects of reflected sunlight.
Note: If the NewTechWood product comes into contact with extreme heat sources, over 120 degrees C, directly or indirectly, this will void the Warranty.
Are NewTechWood deck boards prone to static (static electricity)?
All composite decking can be prone to some level of static. In fact, static build-up is a natural occurring phenomenon that can occur with many plastic products. Dry and windy environments or higher altitudes where the humidity is lower may make this even more apparent; this all varies depending on the climate and age of the decking. PLEASE BE AWARE THAT THERE IS NO WARRANTY AGAINST THE OCCURENCE OF STATIC.
Also, some people are more susceptible to static shocks than others. It is similar to the charge you may receive off your car door on a dry day.
It may be a good idea to avoid metal railing and chairs as static shocks may occur more often. A potential way to lower the amount of static shocks occurring is to apply an anti-static product on your deck or use anti-static mats before doorways. NewTechWood’s products have been tested against EN 1815 – Assessment of Static Electrical Propensity and have received values under the maximum standard of 2Kv.
While waiting for the situation to right itself, there are some measures you can take:
- Use Heavy Duty Staticide product which works very well, however this will only give protection for 6 – 8 months, then possibly need reapplication.
- Earth the subframe to the ground.
- Use NewTechWood Anti Static Rubber strips in the gaps between the first 3 – 4 boards. See more here.
- Use a static mat on the deck at the door.
Generally, the static issue will tend to lessen after time, so after the first twelve months it should be okay. In the meantime, the above options will help.
Here is an article that might help you minimise static issues with your deck: What To Do if Static is Affecting My Composite Deck?
How long do I have to lodge a warranty claim after discovering a defect?
You must submit a claim within 30 days after discovering the defect.
Do I need to return the defective product to make a claim?
No, unless Urban Direct Wholesale specifically requests in writing for the product to be returned.
Will my replacement product have a new warranty?
No. The replacement product will be covered under the original product’s warranty term, and a new warranty will not be issued.
What issues are not covered under the NewTechWood warranty?
The warranty excludes damage caused by:
- Improper installation
- Poor maintenance or repair
- Use of unapproved fasteners
- Environmental conditions
- Fire, heat, or acts of God
- Painting, staining, or the use of unauthorised chemicals
Full details are outlined in the warranty exclusions
Does improper installation affect my warranty?
No. The replacement product will be covered under the original product’s warranty term, and a new warranty will not be issued.
Will painting or staining the product void the warranty?
Yes. Applying paints, stains, or any surface treatments voids all warranties.
Are natural variations in colour or pattern covered by the warranty?
No. Changes in colour, grain, or embossing patterns are not covered. Natural variations in colour and grain are part of natural look of the boards, so they emulate timber look.
Does static build-up on my deck boards qualify for a warranty claim?
No. Static build-up is a natural characteristic of manufactured products like composite decking and is not covered under warranty
What maintenance is required to keep my warranty valid?
You must:
- Install the product according to NewTechWood guidelines
- Use and maintain the product in an above-ground application
- Care for and clean the product according to NewTechWood’s Care and Maintenance guides
- Immediately clean any spills
Failure to follow these requirements will void the warranty.
Are there specific cleaning products recommended for NewTechWood surfaces?
All cleaning methods are specified in our Care and Maintenance Guide.
You can also use NTW Deck Cleaner, a specially developed cleaner for cleaning composite decks. Ask your NewTechWood
Do I need a professional to install NewTechWood products to maintain my warranty?
No, but the product must be installed strictly according to NewTechWood’s Installation Guidelines to maintain warranty coverage
Are NewTechWood products compliant with Australian building codes?
The purchaser is responsible for ensuring compliance with any applicable building or safety codes. However, if you need any test or certificate, we can provide it on the builders’/specifiers’ request.
What happens if the colour of my replacement board doesn't match exactly?
Replacement boards will be matched as closely as reasonably possible in colour, design, and quality. Exact matches are not guaranteed.
If my product is repaired or replaced, does the original warranty continue?
Yes. The warranty remains tied to the original purchase date, and no new warranty is issued.
Warranty Claim Guide for NewTechWood Australia Customers
As the exclusive distributor of NewTechWood in Australia, Urban Direct Wholesale is committed to delivering exceptional customer service. Our products are backed by a Limited Warranty of up to 25 years, reflecting our confidence in their quality and durability.
To help ensure a smooth and efficient warranty claim process, please review the steps below carefully and refer to the accompanying checklist for guidance.
Understanding the Warranty Claim Process
Before submitting a warranty claim, please take a moment to understand all the steps involved
1.
Review the Warranty Document
Prior to initiating your claim, please review the NewTechWood Warranty document to understand the terms and conditions of your warranty.
2.
Gather Supporting Documentation
To help expedite your claim, please ensure you have the following relevant documentation readily available:
- Proof of Purchase: A copy of your original invoice or receipt.
- Photographs of the Issue: Photographs clearly showing the defect or issue you are claiming, as well as the entire project.
- Guide for Photographs:
- Take a photo of the overall deck– is showing its situation, whether it is near a pool, under cover, fully exposed, etc.
- Clear close-up of the actual problem – whether it is a fade, split, etc
- Ensure your photographs demonstrate the issue fully.
3.
Complete the Online Warranty Claim Form
Fill out our online Warranty Claim form and submit it with all required information and attachements.
4.
Inspection and Site Visit (if required)
Once we receive your completed form and supporting documentation, we will contact you to discuss the issue. If necessary, we will schedule a site visit to inspect the issue.
5.
Claim Outcome Notification
After reviewing all documents and conducting a site visit (if applicable), we will inform you of the outcome of your warranty claim.
Warranty Claim Submission Checklist
To make the claim submission process easier, please use the following checklist to ensure you have completed all necessary steps and gathered the required information
- Review the NewTechWood warranty document.
- Prepare copy of proof of purchase (invoice or receipt).
- Prepare clear photographs of the issue you are claiming.
- Complete and submit online Warranty Claim form.
- Expect NewTechWood Australia to contact you.
- Be available for a potential site visit if deemed necessary by NewTechWood Australia.
Thank you for your cooperation. We are committed to resolving your warranty claim as efficiently as possible.
Ready to start your claim?
Start the claim process online by clicking the ‘Start Your Warranty Claim’ button below.