Our BR CustomĀ® pre-finished bamboo flooring carries a thirty-five year (35) wear warranty and a
lifetime structural integrity warranty. Under the terms of this warranty, BR Custom Surface agrees to, at its
discretion, either replace or repair manufacturing defects of any product covered by warranty and subject to
the following conditions and exclusions.


Bamboo floors are manufactured from natural material. Our lifetime structural integrity warranty covers any
manufacturing defects and classification errors. Manufacturing defects would include defects caused by
improper milling, finishing, grading or assembling. It also guarantees that our flooring will not warp, cup or
buckle when properly installed and cared for. The accepted industry standard of a 5% margin of imperfection
shall not be considered a structural defect under the terms of this warranty.


The UV cured aluminum oxide based finish has a thirty-five year (35) limited wear warranty, from date of
purchase, against flaking, peeling and wearing through for as long as the original purchaser owns the home.


This warranty applies only to bamboo flooring that has been installed and used strictly and exclusively for
residential purposes, not for commercial or industrial use. In addition, the flooring must be installed in
compliance with the installation and maintenance guide.


This warranty applies only to the original buyer and is nontransferable. When making a claim, proof of
purchase or a receipt is required. The warranty against wear excludes any damage caused by water or use of
wet cleaning tools. Damage caused by lack of maintenance or negligence, marks or scratches from heavy
blows, furniture, house pet's nails, high-heels, rocks, sand and other abrasives, along with lack of adequate
prevention or protection and excessive environmental conditions are not covered under this warranty. Also,
worn flooring must cover more than 10% of floor surface. Moreover, BR Custom Surface cannot guarantee
its finish against fading due to normal wear. Discoloration from the sun is not covered under the warranty. It
is recommended to move furniture and area rugs periodically so that any changes in a floor's color will
happen consistently. To protect bamboo floors, it is recommended that felt pads, which should be cleaned or
changed regularly, be placed under the bottom of furniture legs. Rugs should be placed in doorways, high
traffic areas and places where water may be a problem (i.e. sinks). Bamboo expands and contracts with
seasonal changes in temperature and humidity. Even when properly installed slight gaps between boards may
appear. These are not covered under the warranty. This warranty does not cover damage sustained during
transport, storage, installation or by any other cause not expressly covered by the warranty as described
herein. This warranty does not cover labor costs or any other losses or expenses incurred as a result of a
covered defect. The responsibility of BR Custom Surface, under the terms of the warranty, is limited to
replacing defective products or refunding the portion of the floor in question as covered under the warranty.


If you have purchased BR CustomĀ® flooring, have installed it, and have problems with it please submit a Customer Complaint Form along with supporting documentation to This email address is being protected from spambots. You need JavaScript enabled to view it. . Please enclose a readable copy of your receipt and photos of the damage. You may find the Customer Complaint Form along with further instructions below.

Customer Complaint Form