WARRANTY

BuildTuff warrants that its products will be free from defects in materials and workmanship for the periods specified below when used in domestic applications.

Should you have a product fault, you must as a matter of policy direct your claim to the retailer or outlet from which you purchased the product. If the aforementioned party was unable to resolve the matter, and you believe this to be a clearly faulty item, then you need to make a warranty claim and email Warranty Claim to info@buildtuff.com following the below Warranty Process.

Step 1 - Is this a warranty claim?
​Evaluate the validity of your warranty claim. If this is a postage issue, please email info@buildtuff.com. The more info on a warranty claim, the better, so feel free to include your responses to these questions in your email to us: 
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​- Was your product purchased within the last 30 days?

BuildTuff warranty is different for businesses purchasing from BuildTuff website:

 Warranty does not cover impact damage, misuse, and general wear and tear. If your product falls under warranty, we will replace your product free of charge. We will only warranty 1 replacement product per order. Photo evidence and possibly video evidence is required to determine whether your product qualifies for warranty. There is no need to ship the faulty item for inspection, unless we cannot see sufficient evidence.

The TuffBlock is a low profile, durable instant foundation system. TuffBlocks enable a deck to be constructed quickly, safely and efficiently. They are recyclable and have been load tested to over 5,000 kilograms (11,000lbs) with a maximum working load of 770 kilograms (1,700 lbs). TuffBlocks weigh up to 28 times less than comparable concrete blocks and come complete with a 25 year manufacturer backed limited warranty. The TuffBlock instant foundation system offers a broad footprint and is perfect for both low profile and raised decks.

TuffBlock EEAQ-0162 Analysis Documentation

- It is recommended that the installer have a minimum of two years construction experience, be familiar with building terminology, local construction codes and be in suitable physical shape.
- All work must comply with the TuffBlock installation procedures.
- All decks must not exceed the load capacity of the TuffBlock foundation system.
- TuffBlocks must only be used for pedestrian traffic.
- Heavy features such as planters, bench seats, large tables, water features and other static load items in excess of 45 kgs (100lbs) must be directly supported by at least one additional TuffBlock for every 90 kgs (200lbs). Additional TuffBlocks must be placed directly under the point of load with additional TuffBlocks evenly spaced up to the next regular TuffBlock location.
- Static features over 225 kgs (500lbs) that are directly supported by legs are not advised and considered unacceptable.
- Features that create vibration must be placed on vibration dampening pads. Excessive vibration that is transmitted to the TuffBlocks is considered unacceptable.
- The decking surface static load must be calculated first to ensure adequate spacing and allocation of TuffBlocks. Refer to product guidelines for material weights.
- The substrate below the TuffBlocks must provide positive drainage.
- If placing TuffBlocks over a roofing substrate or water membrane refer to local building codes and material guidelines before proceeding with installation. It is recommended to securely attach the TuffBlocks to the substrate when not building on terra firma.
- TuffBlocks may only be installed on surfaces with a minimum of 40psi bearing capacity.
- When placed on terra firma any substrate on which the TuffBlocks are to be placed must be adequately compacted with positive drainage.
- Deck height must be in accordance and not exceed that of state, local or any other applicable building codes and regulations.
- It is recommended that TuffBlocks are not be installed in areas that experience heavy snow or below freezing temperatures.

- Ensure the substrate or terra firma is level, compact and have positive drainage. Load testing to 40psi is recommended on all substrates. Loose, unstable or reactive soils should be tested for capacity to carry the required dead and live loads anticipated.
- The supporting surface below the TuffBlocks should be clean and free of all debris, protrusions and other matter that may interfere with the lie of the TuffBlock.
- Accurately establish all lines, levels and layout before proceeding with any groundwork. Check plans for correct dimensions, elevations and final deck height.
- Plan the location of the TuffBlocks according to the installation flyer or website and place extra TuffBlocks under dead loads or areas of high traffic as directed.
- Regularly inspect during installation for any movement, rocking, level changes or irregularities.
- Use of shims should be avoided and instead TuffBlocks levelled through raising the supporting section of substrate or terra firma below the TuffBlock. Ideally a solid material should be used to raise the natural height of the terra firma such as a concrete blend mix or other suitable material. Alternatively one may use the post method for leveling the deck on uneven surfaces. Use of shims will void the TuffBlock warranty due to point loading.
- For installations in high wind or flooding prone areas the deck should be tied down through ground anchors or other suitable method.
- TuffBlocks should not be installed on water logged soil or immediately after periods of heavy rain.
- TuffBlocks must not be used in a stacked configuration.
-An engineering compliance certificate or other relevant compliance inspection should be undertaken and issued before usage.

BuildTuff warrants that the product will be free from defects in materials and workmanship for a period of ten (10) years from the date of delivery following the original retail purchase.

Should you have a product issue your first point of contact should be the retailer that sold you the product.

If there is a genuine issue with the product and you need to make a warranty claim call BuildTuff Customer Service on +61 7 3184 4000 or email us. You will be instructed on the Warranty Process what to include in your claim.