Claims Information
In the unlikely event that any portion of your Somerset floor should fail with respect to the provisions of the limited warranties, Somerset Hardwood Flooring, at its sole option, to the original purchaser, will repair, refinish, or replace such portion at no cost to you with the same product or one of equal value. If Somerset is not able to correct the failure after a reasonable number of attempts, Somerset will refund, if requested, the purchase price for that portion of the floor that fails.
To file a claim:
First contact the Somerset retailer where the original purchase was made. If the retailer is unable to satisfy the claim, contact by letter Somerset Hardwood Flooring, P.O. Box 1355, Somerset, KY 42502, Attn: Claims Department, or contact the claims department here.
Claims must be filed within the warranty coverage period with information verifying date of purchase, such as the retail sales receipt for the flooring. Somerset Hardwood Flooring reserves the right to have a representative designated by Somerset inspect the floor and remove samples for analysis. Any attempt to repair, replace, or refinish prior to Somerset having the opportunity to inspect and approve corrective action will void this limited warranty.
Proper way to evaluate flooring:
Flooring appearance should be evaluated from a standing position – 5’ up, 2’ away – with normal lighting [NWFA, Technical Publication C200]. Inspecting inches from the floor and/or under glare from sunlight or spot/flood lighting are not appropriate to inspect hardwood flooring problems.
Most hardwood flooring problems are avoidable.
Appropriate customer expectations should be established by the retailer inquiring about the customer’s needs, lifestyle, and honest dialog about the product. Even after they occur, many hardwood flooring problems are easily resolved by timely corrective action without the need for replacement. The key again is good communication and cooperation.
The benefits of buying from local retailers:
There are many good reasons Somerset remains loyal to traditional brick/mortar distribution, including local retailers. Having a local contact in case of problems is one important benefit of buying local. In the event a retailer is no longer in business or cannot resolve the claim, Somerset will respond to a consumer and evaluate a complaint, if necessary, using independent inspectors to validate a claim.
Consumers should utilize the “common issues with wood flooring” information and other technical documents offered throughout the Somersetfloors.com web site to troubleshoot their own issues before filing any claim.