Service Commitment

＊ Fangyuan promises the service principle of “responsible for the installation and after-sales service” for its solid wood floorboards. If there is any quality problem, please contact promptly the franchised store or authorized sales outlet of Fangyuan. We will render service to you with enthusiasm.
＊ If the sales personnel in the store recognize that there are quality problems in the floorboard, the defective floorboard shall be replaced as soon as possible.
＊ If the sales personnel in the store are unable to determine whether there are quality problems in the floorboards, the floorboards concerned shall also be replaced in time. Under such condition, the sales personnel or the user shall promptly contact the after-sales service department of Fangyuan by phone. Upon receiving the telephone or other compliant materials from the user, Fangyuan will designate special personnel to investigate the case within two days. The designated personnel would analyze the case according to the problems raised by the user and put forward corresponding resolutions as per relevant regulations if there are actually quality problems in the floorboards. Under the condition different agencies are involved in the sales and installation of the floorboards, if Fangyuan maintains that its floorboards have no quality problem after investigation but the agency undertaking the installation of them claims that there is actually quality problem in the solid wood floorboard of Fangyuan, the consumer or the agency undertaking the floorboard installation shall bring the case to relevant administration for assessment. The costs incurred during the assessment shall be born by the party responsible.

Terms for One-year Quality Assurance

Due to its unique nature, it is normal that after the test in four different seasons, the floorboard would change a little after installation. The warranty of the floorboard is set as one year (as of the completion of installation). If there are special requirements, the two parties shall negotiate with each other for their implementation. During the warranty period, the floorboard quality shall be supervised as per the Regulations for the Check of the Floorboard Surface Layer in the Warranty Period . And the party that paves the floorboards shall be responsible for the warranty.

Terms for the Replacement, Supplementing Purchase and Return of Floorboard

Replacement: If the users feel not satisfied with the floorboards of our company while purchasing, they would ask for replace them with other kinds of Fangyuan floorboard with no conditions. The users shall bear the freight and additional costs for the replacement. We would not replace the scattered floorboards that have been installed and qualified in acceptance check.
Supplementing purchase: If the users need to purchase more floorboards due to inappropriate estimate or the change of installation plan, Fangyuan would provide them with the required goods at the original price as long as there is the stock of them.
Return: If the users have some cases of intact floorboards or singular ones (not enough to make up a full case) after the engineering and the floorboards are free of any defects and with no effect on sale, the users can return such floorboards to the original sales outlet within 15 days with the original sales invoices. If the number of singular floorboards exceeds that of a case and they have no obvious defects, but have effect on the sale, such floorboards can be returned to the original sales outlet with the refunding of 70% of their selling price. If there are defects such as wear and scratch on their surfaces, the defective floorboards would not be accepted for return.

Warranty Terms

For the solid wood floorboards installed by Fangyuan, the company would be responsible for resolving the following problems (except for those resulted from abnormal use and maintenance) as per the after-sales service manual within one year after the sale:
＊ In the major walking area, the leveling degree of floorboard exceeds 6mm ;
＊ In the major walking area, the difference of the height at the joint exceeds 0.7mm ;
＊ In the major walking area, the width of clearance at the joint exceeds 2.5mm ;
＊ In the major walking area, the paved wood floorboards are in the layout similar to that of the tiles on house roof.
＊ In the major walking area, some paved floorboard area swells up.
If one of the said problems occurs, the party undertaking the installation shall be responsible for the repair. Under such condition, the user shall bring forth the warranty document and requires that the repair be implemented as per the Regulations for the Check of the Floorboard Surface Layer in the Warranty Period .

Exemption Clause

As a kind of natural materials, solid wood floorboard has natural liveness. If any of the following problems occurs due to incorrect installation, use and maintenance of floorboards as well as that the user lacks in the knowledge for appropriate maintenance of floorboards, Fangyuan would bear no responsibility:
＊ After the completion of pavement, the house is left unoccupied for a long time, which results in the excessive dryness and insufficient ventilation indoor, thus leading to the crack of floorboards; or the floorboards swell up due to excessive humidity;
＊ The floorboards distort due to the drop and leakage of water from air conditioner, heating fins and water pipe;
＊ Damages or dampness of floorboards due to misconduct of users;
＊ Inappropriate clean and maintenance;
＊ Damage to painted surface;
＊ Problems resulted form the components of buildings;
＊ Changes resulted from the nature of wood species;
＊ The company or its sales agency shall make it clear to the consumer whether the floorboards are items of disposal;
＊ Due to the change of humidity in different seasons, the floorboard distorts. However, the distortion is within the allowable value stated in the Regulations for the Check of the Floorboard Surface Layer in the Warranty Period .
Fangyuan would make no warranty for the quality problems resulted from the said reasons. However, it would provide services to users on the basis of payment.