Product Warranty Rights and Claims

2 Product conformity and performance

Goods must conform to the agreed description, applicable sample, enforceable product representations and applicable law. Manufacturing defects, incorrect tinting, damage on supply or other non-conformity may give rise to a remedy.

Limewash tonal movement and brush effects can be normal characteristics of a conforming finish. Appearance and performance depend on the substrate, preparation, application, curing and exposure. Natural variation does not excuse incorrect tinting or failure to meet an agreed specification.

Application limitations and causes of failure

Subject to applicable law and any enforceable product specification, recommendation or warranty, we are not responsible for a failure to the extent it is caused by unsuitable use, an underlying substrate or coating problem, improper preparation or application, or improper handling or storage. For example, relevant circumstances include:

• use on external horizontal surfaces outside the product’s specified or expressly agreed uses;
• plaster or drywall damage arising from weakness, deterioration or other substrate failure;
• peeling or blistering caused by incompatible customer-supplied coatings or deficient application;
• staining or coating failure caused by bleeding timber knots;
• tannin bleed, staining or related coating failure originating in tannin-rich timberwork;
• rust or corrosion originating in the substrate;
• water damage, water ingress or persistent substrate moisture;
• application to exterior non-absorbent surfaces outside the product’s specified or expressly agreed preparation system;
• peeling, blistering or loss of adhesion originating in previous paint layers;
• application to galvanised metals outside the product’s specified or expressly agreed preparation system;
• failing or disintegrating stone, masonry, plaster or render;
• soluble salts or salt migration affecting the substrate;
• improper handling or storage, contamination, alterations or misuse; and
• bubbling or other coating failure caused by an incompatible solvent-based primer, including its application prior to application of Prep Coat or Limewash.
• Use of incompatible caulking, overpainting or -spray with other paint systems or other absorbency altering materials

These circumstances do not automatically invalidate an unrelated product-defect claim. We remain responsible where applicable law or an enforceable specification, warranty or recommendation makes us responsible.

Water based primers

Where a primer is required as part of the preparation system, use a suitable water-based primer compatible with the substrate and the Bauwerk coating system. Do not use a solvent-based primer as part of that system. Applying a solvent-based primer over fresh Prep Coat or Limewash can cause bubbling. Do not apply solvent-based primers over these fresh coatings.

Water-based formulation alone does not establish suitability. Follow the primer manufacturer’s instructions and Bauwerk’s product-specific preparation guidance, including drying and curing requirements. Prep Coat and a primer-sealer serve different functions; Prep Coat is not automatically a substitute for a required primer-sealer.

See Terms sections 4, 9, 10 and 11. Shelf-life guidance concerns stored material and is not a deadline for exercising legal rights.

3 Consumers and commercial projects

Consumers retain applicable US federal, state, district and territorial rights and Canadian federal, provincial and territorial rights, including applicable Québec legal warranties. This document does not disclaim consumers’ implied warranties of merchantability or fitness for a particular purpose or impose a contractual limit on their duration.

A trade account or professional applicator does not by itself determine consumer status. Equally, a business purchase does not automatically remove any statutory protection applicable to that transaction or product.

For business premises, retail stores and other commercial projects, the accepted contract, applicable Terms and law determine coverage and remedies. A warranty expressly restricted to consumer home use does not automatically extend to such projects. This document does not promise an unlimited project guarantee, a fixed coating lifespan or automatic reimbursement of every project cost.

An additional written warranty or enforceable promise applicable to a purchase remains effective according to its scope and law. Earlier coverage is not retrospectively withdrawn by this document. See Terms sections 3, 19.4 and 19.5.

4 How to raise a claim

Contact orders@bauwerkcolour.com as soon as reasonably practicable after discovering the issue. Provide the order number or reasonable proof of purchase, product and batch details, a description of the problem and the remedy sought. Include relevant photographs and storage, substrate, preparation and application information where reasonably available.

Where safe and practicable, pause use of disputed material and retain representative samples, containers, labels and records. Do not alter retained samples. Coordinate any return, testing, collection or local disposal with us before shipping goods internationally.

Evidence requests will be proportionate. A missing original invoice, photograph or sample does not automatically defeat a valid claim. We will assess available evidence within a reasonable time and observe applicable legal deadlines. Reasonable assessment and return costs are borne by us where required by law or for an accepted claim; provide reasonably available evidence of any necessary expense claimed.

There is no blanket fourteen-day consumer defect-claim deadline. Applicable legal notice and limitation periods remain relevant. Business purchasers must comply with applicable commercial inspection and notification duties. Detailed procedures appear in Terms section 18.

5 Remedies and rectification costs

Depending on the contract, facts and law, remedies may include replacement, repair where appropriate, price reduction, refund, reasonable return costs or compensation. Where legally permitted, we may choose an appropriate effective remedy for the affected goods. A consumer entitled to a refund need not accept replacement or store credit instead.

Replacement of an affected quantity does not automatically establish that an entire project must be repainted. Labour, removal, access, waiting time and wider project losses require assessment of responsibility, causation, reasonable necessity and mitigation under the applicable contract and law.

Where practicable, allow reasonable investigation and an opportunity to remedy before substantial rectification, and seek written agreement before spending money on our behalf. Urgent work to prevent injury, property damage or materially greater loss may proceed; document the condition and notify us promptly. Lack of prior approval does not automatically remove a statutory remedy.

Support cost claims with reasonably available itemised work descriptions, quantities, hours, rates, invoices or estimates. See Terms sections 19, 20 and 21 for remedies, project costs and applicable liability provisions. Mandatory rights and any enforceable additional warranty take precedence over inconsistent restrictions.

6 Rights and document version

This document does not exclude liability that cannot lawfully be limited or require mandatory consumer arbitration. Claims discussions do not suspend statutory deadlines. Evidence is handled under applicable privacy law and our relevant Privacy Policy; providing images for a claim is not marketing permission.

Document version: 13 October 2026, revision 2. Retain the documents applicable to your purchase. This issue date does not retrospectively change earlier sales.

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