Warranty

Warranty

Limited Warranty Guide

Applies to all engineered hardwood flooring purchased from Silk Road Hardwood by the original end user.

 

1. READ BEFORE YOU START

Installer / Owner Responsibility
Silk Road Hardwood products are manufactured in accordance with industry standards, which allow for up to 5% natural or manufacturing variation. Prior to installation, the installer and/or homeowner must carefully inspect the flooring for correct style, grade, species, finish, and color.

Once installed, all flooring is considered accepted. Claims for visual defects or misapplied product after installation will not be covered under warranty.

We strongly recommend ordering 5–10% extra material to allow for cuts, on-site selection, and blending. Install from multiple cartons at once to ensure consistent tone and variation across the floor.

Do not install if:

  • Material is incorrect, damaged, or defective

  • Site conditions are not suitable

  • Subfloor or job site does not meet installation standards

Installer must exercise reasonable selectivity during installation. Boards with visible issues must be set aside and not installed. Installing visibly defective boards constitutes acceptance of that product.

Floors must be installed by a qualified professional or NWFA-certified installer. Warranty may be denied if installation is performed by unqualified individuals or fails to meet NWFA standards.

If any issues are found before or during installation, stop work and contact Silk Road Hardwood immediately. Improper installation or failure to follow product guidelines may void warranty coverage.

ATTENTION

IMPORTANT
To maintain the beauty and integrity of your Silk Road floors, you must follow all installation and maintenance instructions. Hardwood is a natural product — expect variation in grain, tone, and texture. We do not guarantee uniform appearance across planks, samples, or showroom displays.

Installers should also ensure:

  • The site meets all environmental and structural requirements

  • Subfloors are clean, flat, and dry

  • The customer is advised of natural wood characteristics

2. STORAGE REQUIREMENTS

Proper storage of Silk Road Hardwood products is essential to maintain the quality and stability of your flooring prior to installation. Failure to follow these guidelines may result in moisture-related issues such as cupping, warping, or delamination — and may void warranty coverage.

Please adhere to the following requirements:

  • Store flooring in the room or area where it will be installed for a minimum of 72 hours prior to installation, to ensure environmental consistency and proper acclimation.

  • Maintain a stable, climate-controlled environment between 65°F–75°F (18°C–24°C) and 35%–55% relative humidity at all times during storage. These environmental conditions should also be maintained before, during, and after installation to preserve the integrity of the product.

  • Keep cartons sealed in their original manufacturer packaging. Do not open or unbox flooring until you are ready to begin the acclimation process or installation.

  • Stack cartons flat and evenly supported, no more than five boxes high, to prevent bowing or damage. Allow airflow around the stacks by avoiding contact with walls and other surfaces.

  • Avoid direct sunlight, excessive heat, or cold drafts, which may result in uneven drying or moisture imbalances within the material.

  • Do not store flooring in unregulated environments, such as:
    • Garages

    • Basements

    • Sheds

    • Outdoor areas

    • Construction zones with open walls or exposure to weather

  • Ensure the subfloor or ground below is dry. If storing flooring over a concrete slab or on-grade surface, elevate cartons at least 4 inches off the ground to allow airflow underneath.

  • Do not store near moisture sources such as plumbing lines, HVAC vents, or unsealed concrete. Use of a vapor barrier may be necessary in areas with unknown or variable moisture conditions.

Failure to properly store your flooring as described above may result in expansion, contraction, or other issues that are not covered under warranty.

 

3. PRE-INSTALLATION PROCEDURES

Proper site preparation is essential for a successful installation and long-term performance of your Silk Road Hardwood flooring. Failure to meet job site and subfloor requirements can result in product failure and will void warranty coverage. The installer is responsible for ensuring all conditions are suitable prior to beginning installation.

Job Site Conditions

Before any flooring material is delivered or installed, the following conditions must be met:

  • HVAC systems must be fully operational at least 14 days prior to installation and remain operational for at least 14 days afterward to allow the building’s environment to stabilize.

  • The installation site must be completely enclosed, dry, secure, and protected from the elements (e.g., roofing, windows, and doors must be installed).

  • Maintain ambient indoor conditions year-round between 65°F–75°F (18°C–24°C) and 35%–55% relative humidity (RH). These levels must be maintained before, during, and after installation to prevent wood movement, gapping, or finish issues.

Subfloor Requirements

All subfloors must be structurally sound, clean, dry, and level. The type of subfloor will determine the appropriate installation method and whether additional underlayment or preparation is needed. Below are the only approved subfloor types for Silk Road Hardwood:

  • Plywood/OSB: Must be ¾” thick, APA-rated, and properly fastened to eliminate squeaks or movement. Surface must be flat and free of debris.

  • Concrete: Must be fully cured for at least 45–90 days, dry, and level to within 3/16” over 10 feet. Excessive moisture must be addressed with a vapor barrier system.

  • Ceramic Tile: Tiles must be securely fastened to the subfloor. Surface should be scuffed or abraded and grout lines filled to create a flat surface.

  • Vinyl (Fully Adhered Only): Must be clean, de-glossed, and completely bonded to the subfloor with no loose sections or perimeter-glued tiles. Do not install over floating or cushioned vinyl floors.

Important: Particle board, MDF, or other fiber-based subfloors are not suitable for nail-down or staple-down installations and will void warranty coverage. These subfloors may only be used for floating floor installations, provided they meet flatness and moisture criteria.

Moisture Testing (Required for All Installations)

Moisture testing is mandatory for all subfloor types and job sites — regardless of installation method. The installer must document results and retain them for any future warranty claims. The following testing standards apply:

  • Wood Subfloors: Moisture content must be ≤12%, with a maximum 3% difference between the subfloor and the flooring.

  • Tramex Meter: Readings must not exceed 3.5 on the upper scale.

  • Calcium Chloride Test (ASTM F1869): Must show moisture emissions ≤3 lbs./1,000 ft² over a 24-hour period.

  • RH In-Situ Probe (ASTM F2170): Readings must be ≤75% RH.

If test results exceed these limits, installation must not proceed until corrections are made and acceptable moisture levels are achieved.

Moisture Barrier System

If subfloor moisture exceeds allowable levels, the installer must take corrective action. This includes but is not limited to:

  • Installing a vapor barrier rated at ≤1 perm (e.g., 6-mil polyethylene sheeting or a specialized underlayment with built-in moisture resistance).

  • For wood subfloors, applying an appropriate moisture retardant product as recommended by adhesive or underlayment manufacturers.

Failure to document and properly address moisture issues will result in denial of warranty claims related to cupping, gapping, delamination, or finish defects.

 

4. ACCLIMATION

Proper acclimation is a critical step in ensuring the long-term performance and dimensional stability of Silk Road Hardwood flooring. Because hardwood is a natural material, it will naturally expand or contract based on its surrounding environment. Improper acclimation may lead to cupping, gapping, warping, or other installation-related issues.

Please follow these acclimation guidelines carefully:

  • Acclimate all flooring materials for a minimum of 72 hours prior to installation. Acclimation must take place in the actual room or job site where the flooring will be installed, under normal living conditions.

  • Keep cartons elevated and flat, off the floor on a pallet, rack, or other support system that allows air to circulate underneath.

  • Open the ends of each box during acclimation to allow interior planks to adjust to ambient humidity and temperature levels. Do not remove planks from the cartons completely during this period.

  • Ensure climate control systems (HVAC) are fully operational during the acclimation period. The temperature and humidity of the space must be kept within a stable range of 65°F–75°F (18°C–24°C) and 35%–55% relative humidity before, during, and after acclimation and installation.

  • Acclimation times may vary depending on:
    • Local climate conditions

    • Site elevation (e.g., basements, high rises)

    • Time of year (e.g., winter vs summer humidity)

    • Subfloor moisture levels

  • For installations over radiant heat systems or in dry climate zones, we recommend extending acclimation to 2–3 full weeks to ensure the flooring properly adjusts to the low-humidity environment and heat source.

Documentation Requirement:

To support warranty coverage, we recommend recording:

  • Start and end dates of the acclimation period

  • Daily room temperature and relative humidity readings

  • Photographic evidence of cartons stored on site, with visible thermometers or hygrometers

This documentation should be retained by the installer or homeowner and may be requested in the event of a warranty claim.

 

5. Installation Methods

Silk Road Hardwood may be installed via:

  • Nail-down: Only on ¾” plywood/OSB subfloor

  • Glue-down: On concrete or wood using a compatible adhesive

  • Float: With approved underlayment and proper click or T&G system

Installers must follow Silk Road Hardwood’s installation guide and use appropriate fasteners and tools. Failure to follow NWFA standards or use incorrect materials may void warranty.

Note: Warranty coverage may be denied if the product is not installed by a licensed professional or NWFA-certified installer. Silk Road Hardwood does not cover labor costs for floors installed by non-certified individuals.

 

6. MAINTENANCE & FLOOR CARE

Proper care and routine maintenance are required to protect your investment and uphold warranty coverage. All flooring must be maintained in accordance with Silk Road Hardwood’s Care & Maintenance guidelines.

DO:

  • Use felt pads under furniture to prevent scratching

  • Place high-quality walk-off mats at all entrances

  • Vacuum or dry mop regularly using soft-bristle attachments (no beater bars)

  • Wipe up all spills immediately — moisture must not sit on the surface

  • Use only pH-neutral, hardwood-specific cleaners approved for UV or oil finishes

  • Maintain consistent relative humidity between 35%–55% year-round

  • Use humidifiers or dehumidifiers as needed to control seasonal changes

  • Use window coverings, blinds, or UV-filtering film to reduce sun exposure

DO NOT:

  • Do not wet mop, steam clean, or use water-based cleaning machines

  • Do not use oil soaps, ammonia, vinegar, wax, or abrasive cleaning agents

  • Do not drag heavy furniture or appliances across the floor

  • Do not use tape, stickers, or adhesives directly on the surface

  • Do not allow prolonged direct sunlight without proper protection

Important Notes:

  • Failure to follow these maintenance guidelines may void your warranty.

  • Improper cleaning, climate neglect, or abuse will result in denied claims.

  • Micro-scratches, gloss variation, dents, and abrasion from daily use are not covered under warranty.

  • High-traffic areas, pet claws, high heels, and rolling furniture may damage the finish over time and are considered normal wear.

 

7. Warranty Coverage

Silk Road Hardwood warranties are extended to the original purchaser only and are non-transferable. All warranty terms are contingent upon proper installation in accordance with Silk Road Hardwood’s official installation instructions and maintenance guidelines. Products must be installed in controlled environments, maintaining a relative humidity of 35%–55% and temperature between 65°F–75°F (18°C–24°C) to ensure product longevity.

Per accepted industry standards, natural or manufacturing defects may exist up to 5%. Planks with visible defects must not be installed — doing so constitutes acceptance of the product as-is and voids any claim related to appearance, color, or milling.

Once installed, all flooring is deemed accepted by the installer and/or homeowner.

Structural Warranty

We warrant the core structure and lamination integrity of Silk Road Hardwood engineered flooring for:

  • 35 years for normal residential use

  • 3 years for light commercial use

This warranty covers delamination, core failure, and joint separation due to manufacturing defects only. Any such issue caused by improper installation, jobsite conditions, or environmental exposure is excluded.

Finish Warranty

Silk Road Hardwood floors feature a durable UV-cured finish, warrantied not to wear through or peel under normal residential use for a period of 25 years, provided that proper maintenance and care are followed.

This warranty does not cover:

  • Surface gloss reduction or sheen variation

  • Micro-scratches, dents, or abrasions

  • Damage from improper cleaning products or wet mopping

  • Traffic wear in high-use areas unless classified as wear-through

  • Wear on stairs or stair noses

Note: Products with penetrating oil finishes are not covered by a finish warranty but can be restored through proper re-oiling and care.

8. CURATIVE ACTIONS & REMEDIES

If your flooring is determined to be defective and covered under this warranty, Silk Road Hardwood, at its sole discretion, will provide one of the following remedies:

  • Repair the affected area using approved materials and methods.

  • Replace the defective plank(s) with product of the same or similar style, color, and grade, subject to availability.

  • Credit the original purchase price of the defective material, prorated if applicable, toward the replacement of Silk Road Hardwood flooring.

These remedies are the sole and exclusive options available under this limited warranty. If Silk Road Hardwood chooses to issue a replacement and the original product is no longer available, a comparable substitute of equal value will be offered. We do not guarantee an exact match in tone, grain, texture, sheen, or finish, as wood is a natural product and variation is expected.

If the chosen remedy is found to fail its essential purpose, the customer’s sole remaining option is to pursue one of the other remedies listed above, as selected by Silk Road Hardwood.

The following costs and services are not covered under this warranty:

  • Labor or installation costs, including removal of the original flooring or installation of replacement material.

  • Storage, transportation, or delivery fees for replacement product.

  • Temporary accommodations or relocation during inspection, repair, or replacement.

  • Removal or reinstallation of cabinets, islands, built-ins, appliances, countertops, baseboards, or other fixtures installed over or around the flooring.

  • Damage to household goods or furnishings during removal or replacement of flooring.

  • Color, grain, texture, gloss, or tone variation between replacement flooring and the original installed product.

  • Costs that exceed the original purchase price of the flooring material.

These exclusions apply regardless of whether the product is determined to be defective. Silk Road Hardwood is not liable for any incidental or consequential damages under this warranty.

 

9. DISCLAIMER

This limited warranty is the sole warranty provided by Silk Road Hardwood and supersedes all other warranties, express or implied, including but not limited to implied warranties of merchantability or fitness for a particular purpose. No employee, installer, dealer, agent, or distributor is authorized to modify the terms of this warranty.

Under no circumstance will Silk Road Hardwood be liable for any incidental, special, indirect, or consequential damages. These include but are not limited to loss of use, time, inconvenience, relocation or housing costs, removal of fixtures, cabinetry, or other furnishings, and labor or material costs related to installation or reinstallation.

Silk Road Hardwood is not responsible for matching replacement flooring to the original product in terms of tone, texture, grain, sheen, or finish due to natural wood variation or product availability. Only one replacement will be issued per claim. This warranty is non-transferable and applies only to the original end-user purchaser.

Some jurisdictions do not allow limitations on incidental or consequential damages, so these limitations may not apply in all areas.

 

10. HOW TO GET SERVICE

To initiate a warranty claim, contact the original place of purchase within 30 days of discovering the issue. Include proof of purchase, a detailed description of the issue, photographs, and a copy of this warranty document.

If the product is determined to be defective under warranty, Silk Road Hardwood will, at its sole discretion:

  • Repair the affected flooring,

  • Replace the defective material, or

  • Provide a credit equivalent to the portion of the purchase price attributable to the defective flooring.

If the original product is no longer available, we may offer a comparable substitute at our discretion. No remedy will exceed the original purchase price of the flooring materials.

Warranty coverage is limited to one claim per issue; replacements will not reset or extend the original warranty period.

 

11. GENERAL TERMS AND CONDITIONS

  • Residential warranty applies only while original purchaser owns and resides in the home

  • Light commercial coverage is 3 years (product suitability required)

  • Indoor use only, with RH maintained at 35–55% and temps between 65–75°F

  • Compliant with CARB II, TSCA Title VI, Lacey Act

  • No warranty on chemical or air quality claims post-installation

  • Natural wood variation (color, grain, knots, etc.) is not a defect

  • Slight splitting or checking is not a manufacturing defect

  • Color variation is not guaranteed in replacements

  • Warranty excludes subfloor, adhesive, or accessory costs

12. WARRANTY EXCLUSIONS

This warranty does not cover:

  • Improper installation (non-NWFA or Silk Road methods)

  • Subfloor moisture, unevenness, or contamination

  • Improper acclimation or storage

  • Cupping, squeaking, or seasonal movement

  • Pet damage, high heels, dropped objects

  • Sunlight-related fading or color change

  • Plumbing leaks, flooding, or water damage

  • Steam mops or wet cleaning

  • Unapproved cleaners or adhesives

  • Adhesive, tape, or mechanical tool damage

  • Gloss change, fading, scratches

  • Radiant heat with >2°C daily temperature shifts

  • Use in saunas, bathrooms, or high humidity zones

  • Post-delivery insect damage

  • Improper sanding, refinishing, or repair

  • Filler maintenance or color inconsistency

  • Unauthorized or online resale purchases

  • B-grade, factory seconds, overstock, clearance, or “as is” items

  • Force majeure (fire, flood, natural disaster, war, etc.)

13. FINAL NOTES & CUSTOMER SUPPORT

We are committed to your satisfaction and want to ensure your Silk Road Hardwood floors perform beautifully for years to come. Please take the time to review this document in full and retain a copy for your records.

For best results, always consult your Installer, Builder, or Retailer with questions about job site conditions, product selection, and installation procedures. Warranty claims may be denied if installation or maintenance guidelines are not followed as outlined in this document.

We thank you for choosing Silk Road Hardwood — where quality, craftsmanship, and global heritage come together underfoot.

 

SUPPORT & CONTACT

For warranty assistance, installation documents, and care guidance:

Website:
 www.silkroadhardwood.com/support

Email:
support@silkroadhardwood.com

Phone:
 1-800

Mailing Address:
 Silk Road Hardwood

Please include proof of purchase and detailed documentation when submitting any warranty request.

This document and all warranties herein apply only to original Silk Road Hardwood products purchased from authorized dealers.

Keep a copy of your warranty and installation records in a safe place.

 

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