December 2, 2012

UNIVERSAL ROCKS™ LIMITED WARRANTY

1. WARRANTY COVERAGE BY CATEGORY

A. POLYUREA PRODUCTS (ROCKS, PONDS, BACKGROUNDS ETC.)

  • Products Covered: Including but not limited to waterfalls, Ponds, Rocks, Backgrounds, Panels, and Trees manufactured by Universal Rocks™.

  • Coverage: These products are warranted to be free from manufacturing structural defects (leaks or shell failure) for a period of Five (5) Years from the date of purchase.

B. ACCESSORIES & THIRD-PARTY COMPONENTS

  • Pumps: Pumps are warranted solely by the original manufacturer. Universal Rocks™ does not manufacture pumps. We will provide contact information for the pump manufacturer for any claims.

  • Artificial Plants & Foliage: Artificial plants and vines are warranted to be free from defects at the time of delivery only.

  • Lights & Other Hardware: Warranted to be free from defects at the time of delivery only.

2. PRODUCT CHARACTERISTICS (NOT DEFECTS)

Universal Rocks™ products are hand-crafted. The following are inherent characteristics and are NOT considered defects:

  • Foam Cracking & Separation: Some of our products are backfilled with structural foam. Cracking and partial separation of this foam (especially on the underside of waterfalls or rocks) is a normal and expected condition. Localized cracking or partial foam separation is acceptable and does not affect the structural integrity or water-tightness of the shell. Foam conditions are only considered a defect if the outer shell is cracked or deformed.

  • Sediment & Residue: Loose oxide sand and crushed rock residue is normal on new products. This may cause temporary cloudiness in water upon first use but will settle. The coloration is permanently bonded and will not "wash off" to leave the product bare.

  • Material Shrinkage: Flexible products (such as backgrounds) are subject to slight expansion and shrinkage due to temperature changes and the curing process. Minor size variations are normal.

  • Natural Fading: Like natural rock, our finishes are designed to age. Slight fading or color shifts over time due to UV exposure or water chemistry are natural and not covered by warranty.

  • Texture Variations: "Shiny spots" or texture differences caused by the molding process are normal and do not affect durability.

3. CUSTOM & CUT-TO-SIZE PRODUCTS

  • No Refunds: Custom backgrounds and cut-to-size items are Final Sale and non-refundable.

  • Defect Replacement: If a custom item has a verified structural defect, Universal Rocks™ will provide a replacement of the same size/specifications.

  • Return Requirement: Universal Rocks™ reserves the right to require the return of the original defective custom item before shipping a replacement.

4. LABOR, INSTALLATION & SHIPPING EXCLUSIONS

This warranty covers the PRODUCT ONLY.

  • No Labor Coverage: We do not cover labor costs for installation, removal, landscaping, or tank maintenance.

  • Livestock Safety: Universal Rocks™ is not responsible for the loss of livestock (fish, reptiles) or damage to aquariums resulting from improper installation or displacement of the feature.

  • Shipping Costs: The customer is responsible for shipping costs to return items for inspection.

5. HOW TO MAKE A CLAIM

To make a claim, contact the dealer from whom you purchased the product. You must provide:

  1. Proof of Purchase.

  2. Photos clearly showing the defect (not just the foam/underside).

  3. Description of the issue.

RC TERRAIN SERIES SUPPLEMENTAL POLICY

The following terms apply specifically to our Radio Controlled (RC) Terrain products and are in addition to our standard Polyurea Warranty.

  • Trail Character & Wear: Much like real rock on a trail, our RC Terrain is designed to be driven on. Cosmetic scuffs, "trail rash," tire marks, or surface scratches caused by RC vehicles, chassis, or metal components are considered normal wear and tear and are not covered under the structural manufacturing warranty.

  • Mounting & Modifications: Mounting the terrain using screws (as outlined in our Quick Start Guide) will not void the structural warranty. However, damage caused by using improper hardware, excessive drilling, or mounting the terrain in a way that exceeds its intended weight-bearing capacity is excluded.

  • "Resalable Condition" for Returns: Due to the nature of the RC hobby, returns for "Buyer's Remorse" can only be accepted if the terrain is in brand-new, unused condition. To qualify for a full refund (minus shipping/restocking fees), the terrain must be free of tire tracks, dirt, mud, or mounting holes. Items returned with signs of use will be subject to a 25% restocking fee or may be deemed non-resalable.