Your warranty

1. Australian Consumer Law
The benefits provided under this warranty are in addition to other rights and remedies available to consumers under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Definitions
Product means Lifewood engineered timber flooring supplied for residential use. Structural Failure means a permanent and irreversible failure of the internal bonded structure of the Product caused solely by a manufacturing defect, including:
• delamination of layers
• separation of bonded components
• severe distortion or cupping which:
• affects more than 5% of the installed floor area; and
• renders the floor unfit for normal residential use.

For clarity, cupping or distortion will only be considered a Structural Failure where it is demonstrated to result solely from a manufacturing defect and not from environmental conditions, moisture variation, installation practices, or site conditions. Original Purchaser means the person who purchased the Product and resides at the installation address.

3. Scope of Warranty
This warranty applies strictly to Structural Failure of the Product only. This warranty does not cover any non-structural issues, including but not limited to: • surface coatings, finishes, or wear layers
• scratches, dents, or impact damage
• surface checking or minor splitting
• colour variation, fading, or UV-related changes
• gloss level changes
• minor movement, noise, or aesthetic concerns

Any such issues are expressly excluded from this warranty.

4. Lifetime Structural Warranty
Lifewood warrants that the Product: a. Is free from defects in materials and manufacture at the time of sale; and b. Will not suffer Structural Failure as a result of a manufacturing defect for as long as the Original Purchaser owns the property in which the Product is installed, provided that all conditions of this warranty are strictly complied with.

5. Conditions of Warranty (Mandatory)

5.1 Standards and Installation

• Installation must comply with: o ATFA Engineered Flooring Guidelines o Relevant Australian Standards (including AS/NZS 1884 where applicable) o Lifewood installation instructions (which take precedence where inconsistent)
• Installation must be carried out by a licensed and qualified flooring professional.
• Where installation is not carried out by Lifewood, the installer is solely responsible for ensuring compliance with all installation, moisture, and site requirements. Lifewood accepts no liability for failures arising from non-compliant installation.

5.2 Site Conditions

• The building must be enclosed and weatherproof.
• All wet trades must be completed prior to installation.
• The subfloor must be clean, dry, and structurally sound.
• Subfloor flatness must not exceed 3mm deviation over 3 metres. The purchaser and/or installer is responsible for confirming site suitability prior to installation.

5.3 Moisture Testing
The installer must test and record moisture conditions prior to installation, including:
• Concrete subfloor moisture content (<5%)
• Timber subfloor moisture content within acceptable industry range
• Ambient temperature and relative humidity Failure to record and retain moisture readings will void any claim relating to movement, distortion, or structural performance.

5.4 Warranty Exclusion – Environmental Conditions, Acclimatisation & Site Management
Lifewood Australia timber flooring products are manufactured and supplied in accordance with relevant Australian Standards (including AS 2796) and industry guidelines published by the Australasian Timber Flooring Association (ATFA). Timber flooring is a natural, hygroscopic material that responds to changes in environmental conditions. It will absorb or release moisture in response to internal temperature and relative humidity, resulting in natural expansion and contraction. This process occurs continuously as the flooring adjusts toward the Equilibrium Moisture Content (EMC) of the internal environment. Seasonal and environmental movement is a normal characteristic of all timber flooring products and must be accommodated through appropriate building design, installation practices, and ongoing climate control. From the time of installation completion and handover, the purchaser assumes full and sole responsibility for maintaining appropriate environmental conditions within the property. This warranty does not cover and Lifewood accepts no responsibility for any movement or performance issues arising from unsuitable or uncontrolled environmental conditions, including but not limited to:
• excessive shrinkage, swelling, cupping, crowning, gapping, splitting or distortion of boards • internal environments outside typical habitable ranges (generally 35%–65% relative humidity)
• failure to maintain a stable internal climate consistent with normal occupied living conditions This includes (but is not limited to) situations where:
• the dwelling is unoccupied, newly constructed, or not yet climate controlled
• air conditioning, heating, or ventilation systems are not installed, commissioned, or regularly operated
• window coverings (such as blinds, curtains, or tinting) are not installed, resulting in excessive solar heat gain and rapid temperature fluctuations
• the building is exposed to extreme climatic conditions, including high heat, low humidity, or rapid environmental changes
• the internal environment differs significantly from the expected in-service conditions at the time of installation Lifewood Australia supplies flooring at a moisture content designed to suit typical Australian internal environments (approximately 50%–60% relative humidity). Where the internal environment deviates from these conditions, the flooring will respond accordingly, and visible movement may occur. It is the responsibility of the builder, homeowner, or occupant to ensure that the dwelling is maintained as a stable, climate-controlled environment immediately following installation and on an ongoing basis. Failure to provide and maintain appropriate environmental conditions will void any warranty claim relating to product performance or movement.

5.5 Expansion Requirements
Adequate expansion gaps must be installed in accordance with Lifewood instructions and applicable standards. Failure to allow for expansion will void any related claims.

5.6 Product Suitability
The purchaser is responsible for determining that the Product is suitable for the intended application, site conditions, and environment prior to installation.

5.7 Pre-Installation Acceptance
Any visible defects, site issues, or concerns must be reported prior to installation. Installation constitutes full acceptance of the Product and site conditions.

5.8 Maintenance
The Product must be maintained in accordance with Lifewood care and maintenance instructions at all times. Failure to do so will void this warranty.

5.9 Payment Condition
This warranty is provided on the condition that the Product and any associated installation services have been paid for in full. Lifewood reserves the right to refuse, suspend, or deny any warranty claim until full payment has been received. This clause does not limit or exclude any rights under the Australian Consumer Law.

6. Exclusions
This warranty does not cover any damage, defect, or failure arising from:
• improper storage, handling, or installation
• failure to comply with ATFA standards or Lifewood instructions
• moisture intrusion, leaks, flooding, or wet mopping
• use of steam mops
• structural movement of the building or subfloor Lifewood accepts no responsibility for subfloor performance except where subfloor preparation has been carried out by Lifewood.
• abuse, misuse, or neglect
• wear and tear
• UV exposure
• chemical damage
• product variation Products sold as “B Grade”, clearance, discounted, or “as-is” are not covered by this Lifewood Residential Lifetime Structural Warranty and are supplied without any voluntary warranty from Lifewood. Such products may contain visible or known imperfections and are accepted by the purchaser in their present condition. This exclusion does not limit rights under the Australian Consumer Law.

7. Warranty Claims
Claims must be made within 30 days of becoming apparent and include: • proof of purchase • installation records • moisture readings • environmental evidence Failure to provide this information may result in denial of the claim.

8. Use Limitation
This warranty applies strictly to normal residential use. Commercial or abnormal use voids this warranty.

9. General
This warranty is non-transferable. Compliance with all conditions is ongoing. Lifewood reserves the right to assess claims, subject to ACL.

When our warranty doesn't apply 

The Lifewood warranty does not cover damage or issues caused by the following circumstances.

Installation Issues
• Damage caused by improper installation.

Accidental or Misuse Damage
• Accidental or deliberate damage.
• Extreme conditions or misuse of the product.
• Scratches or dents caused by dragging furniture or wearing high heels.
• Damage caused by pets or inappropriate footwear.

Environmental or External Factors
• Damage caused by exposure to excessive heat, water, or chemicals.
• Water damage resulting from mopping, leaks, or flooding.
• Sunlight fading or natural colour changes caused by UV exposure.

Cleaning and Maintenance Issues
• Damage caused by cleaning with unsuitable products or methods, e.g. steam mops.Normal Wear and Natural Timber Behaviour
• Normal wear and tear that occurs over time.
• Natural movement of timber, including minor gaps between boards.

These are normal characteristics of real wood flooring.

Other Exclusions
• Indirect or consequential losses or damages.
• Required temperature and humidity guidelines not met.
• Any losses arising from failure to comply with the warranty terms.

Note: Where applicable, coverage for installation costs may be distributed proportionally.

Please refer to the warranty appendix for further details.

Your responsibilities to maintain the warranty

To ensure your warranty remains valid, it’s important to follow specific care and documentation practices. First, retain all proof of purchase, installation records, and this care guide. Installation must follow authorised procedures by a qualified installer, and cleaning should adhere to our recommended maintenance guidelines, which can be found on our official website.

Always use protective felt pads or covers under furniture, avoid misuse or improper cleaning techniques, and report any issues immediately. Please review the Customer Obligations section in the full warranty document to understand your responsibilities in greater detail.

• House temperature humidity within the guidelines.
• Keep your proof of purchase and any installation info.
• Install the floor properly (if you didn’t use a Lifewood installer).
• Follow the cleaning and maintenance instructions on our website.
• Use soft pads under furniture legs.
• Avoid wet mopping or using steam cleaners.

Tell us right away if you spot a problem — don’t wait

Before installing your flooring, be sure to inspect every board carefully to identify any visual imperfections or inconsistencies. It’s your responsibility to ensure that the product selected is suitable for the intended use and environment. Once installed, any visible flaws or incorrect product selections cannot be claimed under warranty. Regular maintenance and proper care are essential to preserving your floor’s beauty and ensuring that warranty protections remain in place.

For complete warranty terms, please refer back to the full warranty document.

• Every warranty claim must be checked by a Lifewood Inspector. • All claims will go through an official inspection and investigation to confirm what happened. (Please note that this may include a ‘callout’ fee) • We don’t cover surface coatings or the finish polish — just the structure of the floor. • B-grade or clearance floors are not covered (these are sold “as-is”). 

Everyday cleaning

Follow these simple steps using the multi-purpose cleaner for everyday floor cleaning.

Remove any loose dust and dirt from the floor using a soft-bristled broom or a dry dust mop, as this prevents scratches during cleaning. Prepare your cleaning solution by diluting it according to the manufacturer’s instructions to ensure it is safe and effective for timber surfaces.

Using a clean mop, apply the solution evenly across the entire floor, making sure all areas are covered without over-saturating the surface. After application, use a separate damp (not wet) mop to lift and remove the cleaning solution along with any remaining dirt. Avoid excess water, as timber is sensitive to moisture. Allow the floor to air dry completely before walking on it.

Once finished, thoroughly rinse the mop under cold running water to remove any residue and maintain its cleanliness for future use.

Occasional refresh

Every 12 months, your Lifewood floor may benefit from some additional care to maintain its appearance and performance. Periodic maintenance helps restore the finish, remove minor wear, and keep the floor looking its best over time.

Our Stabilised Solid floors are designed for long-term durability and can be re-sanded up to four times. This allows the surface to be fully refreshed when needed, removing signs of wear and restoring the floor to a near-new condition.

If you’d like to know how much re-sanding costs, just give us a call or send us an email at support@lifewood.com.au.

Protecting your floor

Timber Flooring Problems, Causes and Remedial Measures.

Caring for your timber floor is essential to protect its longevity, performance, and visual appeal. Timber flooring adds natural warmth and value to a home, but as a living material, it responds to environmental conditions, installation quality, and ongoing care.

This guide explains common timber flooring issues, their causes, and practical solutions in simplified terms, based on the Australian Timber Flooring Association (ATFA) 2022 technical publication. It is designed to help homeowners better understand how to maintain their floors and respond to potential problems.

Timber floors can develop issues due to changes in humidity, temperature, and sunlight, as well as factors like installation methods, timber type, and maintenance practices. These influences may lead to movement in the boards, resulting in effects such as swelling, shrinking, cupping, gapping, or surface changes.

If any performance or appearance concerns arise, a professional inspection is recommended. Qualified inspectors can assess the floor using moisture readings, board measurements, and installation history to accurately identify the cause and recommend appropriate solutions before issues worsen.

As a floor owner, proper care and awareness are key responsibilities. By understanding common issues, following recommended remedies, and maintaining your floor

correctly, you can protect your investment and preserve its natural beauty for years.

Caring for your floor is vital to ensure its longevity and maintain its visual appeal. Follow these steps to safeguard your investment.

This guide has been adapted from the Australasian Timber Flooring Association (ATFA) publication: “Timber Flooring Problems, Cause and Remedial Measures – Version 5 (2022)”, to help you care for your floor with confidence.

1. Moisture and Cupping
What to look for: Boards curling up at the edges (cupping). Why it happens: This is often caused by moisture underneath the floor — from damp concrete slabs, lack of ventilation, or humid environments. How to prevent it:
• Ensure good ventilation under your floor.
• Never wet-mop timber floors.
• Clean up spills immediately.
• Use a moisture barrier when necessary during installation.

2. Board Gaps
What to look for: Spaces forming between boards. Why it happens: Timber expands and contracts with humidity. Gaps are most noticeable during dry seasons. How to prevent it: • Maintain indoor humidity between 40% and 60%.
• Use humidifiers in dry seasons.
• Understand that minor seasonal gaps are normal for real timber floors.

3. Peaking or Crowning
What to look for: The centre of the boards lifts higher than the edges. Why it happens: Boards expand due to moisture but don’t have enough room to move. How to prevent it:
• Ensure installers leave proper expansion gaps.
• Avoid trapping floors under heavy objects without allowance for movement.
• Maintain consistent humidity indoors.

4. Scratches and Surface Wear
What to look for: Fine scratches, dull patches, or scuffed surfaces. Why it happens: Daily wear and tear from grit, pet claws, furniture, or shoes. How to prevent it: • Place mats at entryways and use furniture pads.
• Sweep regularly to remove dirt.
• Avoid wearing high heels or cleats indoors.
• Use soft brush vacuum heads.

5. Discolouration and Staining
What to look for: Changes in colour or dark patches. Why it happens: UV exposure, water left on the floor, or contact with harsh chemicals and rubber-backed mats. How to prevent it:
• Use blinds, curtains, or UV window films.
• Choose breathable, non-staining rugs.
• Clean up spills promptly with approved products.

6. Noisy Floors
What to look for: Creaking, squeaking, or popping sounds. Why it happens: Movement in sub-floor or fixing issues. How to prevent it: • Ensure proper site preparation and installation. • Maintain consistent environmental conditions in the home. • Recognise that some sound can be natural in timber flooring.

7. Lifting or Buckling Boards
What to look for: Boards lifting off the floor surface. Why it happens: Severe moisture or lack of expansion space. How to prevent it: • Address leaks or water ingress quickly.
• Maintain the flooring environment within recommended humidity and temperature levels.
• Follow professional advice if you notice any early signs of movement or disposition.

8. Colour Variation
What to look for: Differences in tone or grain between boards. Why it happens: Timber is a natural material with unique characteristics. How to manage it: • Understand that variation is a feature, not a fault. • Select your floor from a full-size sample or multiple boards for a realistic representation.

9. Installation-Related Issues
What to look for: Boards lifting, excessive gaps, or uneven surfaces. Why it happens: Poor site preparation, incorrect acclimatisation, or substandard installation. How to prevent it:
• Use a qualified professional installer.
• Ensure proper acclimatisation and site moisture testing.
• Ensure the installation method matches the product specification.

10. Homeowner Responsibility
Important Note: Once your floor is installed, many issues that arise are due to environmental conditions and use. As the homeowner, it is your responsibility to: Maintain appropriate humidity and temperature.
• Follow correct cleaning and care guidelines.
• Protect the floor from moisture and mechanical damage and inspect regularly.
• Inspect your floor regularly and act on any signs of change. By following these simple steps and understanding how your floor behaves, you’ll enjoy its beauty, comfort, and durability for many years to come.

Reference:

Adapted from the Australasian Timber Flooring Association (ATFA) Technical Manual: Timber Flooring Problems, Cause and Remedial Measures – Version 5 (2022).

Contact Us

1/18 Hector Street West, Osborne Park, 6017

(08) 9445 9011 support@lifewood.com.au

1/18 Hector Street West, Osborne Park, 6017

(08) 9445 9011 lifewood.com.au