Surface Protection Film

What the Warranty Covers

Subject to the terms below, the warranty covers qualifying premature failure of the Surface Protection Film under normal use, including:

• Bubbling caused by installation or adhesive failure
• Natural peeling or lifting of the protection film
• Cracking or delamination of the film
• Other confirmed installation or workmanship-related defects attributable to Urban Shieldz

Where a valid warranty defect is confirmed, Urban Shieldz will repair, reinstall or replace the affected portion of the protection film at no additional material or installation cost.

A defect affecting one portion of an installation does not automatically qualify unaffected portions or the complete installation for replacement.

Warranty After Repair or Replacement

Repair, reinstallation or replacement of any portion of the protection film does not restart or extend the original warranty period.

Both existing and replaced portions will remain covered only for the balance of the warranty period calculated from the original installation date.

Peeling, Lifting & External Interference

The warranty covers peeling or lifting where the failure occurs naturally under normal use and is attributable to the film, adhesive or installation.

Peeling, lifting or edge separation will not be covered where inspection reasonably indicates that the film has been manually disturbed or subjected to external interference, including:

• Picking, pulling or intentionally lifting the film or its edges
• Repeated fingernail or object contact with exposed edges
• Attempted removal or repositioning
• Tampering by occupants, children, staff, contractors or other third parties
• Damage caused while cleaning, handling or moving the protected item
• Any external action that initiates or materially contributes to the peeling

Normal everyday contact with the protected surface will not, by itself, invalidate warranty coverage.

Urban Shieldz may inspect the affected area to determine whether the peeling is consistent with natural adhesive or installation failure or whether there are reasonable indications of external interference.

Stain Resistance

Surface Protection Film is designed to resist many common household stains and make routine cleaning easier.

Warranty coverage may apply where the film develops abnormal or permanent staining under normal use that is reasonably attributable to a defect in the protection film.

The warranty does not cover staining resulting from:

• Strong dyes, pigments, inks or colouring agents
• Harsh chemicals, acids, solvents or corrosive substances
• Substances left on the film for an excessive period before cleaning
• Improper cleaning products or methods
• Extreme heat or chemical reactions
• Permanent marking caused by substances outside normal intended use
• Staining originating from or beneath the underlying surface

Surface Protection Film should therefore be considered stain-resistant, not stain-proof.

Scratch Resistance

Surface Protection Film is designed to absorb and reduce the effect of everyday scratches, scuffs and surface wear before they reach the original protected finish.

The appearance of scratches or marks on the protection film does not automatically constitute a warranty defect, as the film is intended to act as a sacrificial protective layer.

Warranty coverage does not apply to scratches, cuts or physical damage caused by:

• Sharp objects
• Knives, blades or tools
• Keys or pointed metal objects
• Excessive force or impact
• Dragging heavy or abrasive objects across the surface
• Intentional scratching or damage
• Activities outside normal intended use

Surface Protection Film should therefore be considered scratch-resistant, not scratch-proof.

Damage to the Film vs. Damage to the Original Surface

The purpose of Surface Protection Film is to take the initial impact of everyday wear so that the original surface beneath remains better protected.

Damage visible only on the protection film does not necessarily indicate product failure.

Where the film has performed its protective function by absorbing a scratch, stain, scuff or other physical impact, replacement of that damaged film will not ordinarily qualify as a warranty claim unless the damage itself resulted from a covered defect.

Excessive or Abnormal Physical Impact

The warranty does not cover damage resulting from force or conditions beyond what the film is reasonably designed to withstand.

This includes punctures, deep cuts, heavy impacts, burns, extreme heat, deliberate damage or contact capable of penetrating or significantly deforming the protection film.

Surface Protection Film provides an additional layer of protection but does not make the film or the underlying surface indestructible.

Cleaning After Spills

Spills and contaminants should be cleaned within a reasonable period using suitable cleaning methods.

Allowing substances to remain on the Surface Protection Film for prolonged periods may reduce the likelihood of complete removal and may affect warranty eligibility where delayed cleaning materially contributes to staining or damage.

Surface Condition & Pre-Existing Defects

Surface Protection Film is applied over an existing finished surface. Its long-term performance can therefore be influenced by the condition, stability and quality of the underlying substrate.

Urban Shieldz is not responsible for defects or weaknesses that existed before installation, whether visible or concealed, including:

• Loose, weak or poorly bonded paint, polish, lacquer, PU, veneer or laminate
• Existing cracks, chips, scratches, stains or deterioration
• Moisture, seepage or internal structural movement
• Previous repairs, refinishing or restoration work
• Unstable coatings, sealants, adhesives or surface treatments
• Natural variations or inherent characteristics of marble, stone, wood or other materials
• Surface finishes that have aged, weakened or deteriorated over time

Where reasonably identifiable, such conditions may be brought to the customer’s attention before installation.

Surface Suitability

Urban Shieldz may assess the surface before installation to determine whether it appears suitable for application.

A visual or physical assessment cannot always identify concealed defects, weak underlying finishes or future changes within the substrate.

Urban Shieldz may recommend that certain surfaces are not protected, require additional preparation or are installed subject to specific limitations where the substrate presents an elevated risk.

Sample or Test Application

Where the suitability of a finish is uncertain, Urban Shieldz may recommend or conduct a sample application on a small or less visible section of the surface before proceeding with the complete installation.

A sample application may be used to assess factors such as:

• Adhesion
• Appearance
• Compatibility with the surface finish
• Immediate reaction of the substrate or coating

Successful performance of a sample area does not guarantee that concealed defects or future deterioration will not occur elsewhere on the surface.

Customer Approval on Disclosed Surface Risks

If Urban Shieldz identifies and communicates a specific surface-related risk before installation, and the customer chooses to proceed, any issue directly arising from that disclosed condition will not be covered under warranty.

This does not affect warranty coverage for unrelated film, adhesive or workmanship defects attributable to Urban Shieldz.

Removal of Surface Protection Film

Surface Protection Film is designed to be removable when professionally handled under suitable conditions.

However, damage-free removal cannot be guaranteed on every substrate.

The condition of the underlying surface at the time of removal may differ from its condition at the time of installation due to ageing, environmental exposure, deterioration of coatings, previous repairs or other factors outside Urban Shieldz’s control.

Removal may carry an increased risk on surfaces including:

• Weak or poorly bonded paint
• PU, lacquered or polished finishes
• Veneers or laminates with compromised adhesion
• Previously repaired or refinished surfaces
• Aged coatings or decorative finishes
• Delicate, unstable or deteriorated substrates

Urban Shieldz does not guarantee that every underlying finish will remain completely unaffected during removal where the substrate or coating itself has weakened, deteriorated or become unstable.

Professional Removal

Customers are advised to have Surface Protection Film removed or replaced by Urban Shieldz or another suitably trained professional.

Damage resulting from improper removal, excessive force, unsuitable tools, chemicals, heat or third-party intervention is not covered under warranty.

Where Urban Shieldz performs the removal, the surface may be inspected beforehand and any reasonably visible risks may be communicated to the customer before work begins.

Existing Surface Condition vs. Installation Damage

A defect in the underlying surface will not automatically be considered damage caused by the Surface Protection Film.

Where there is a dispute regarding the cause of surface damage, Urban Shieldz must be given a reasonable opportunity to inspect the affected area and assess relevant factors including:

• Original substrate condition
• Age and type of finish
• Installation history
• Environmental conditions
• Subsequent maintenance or contractor work
• Method of removal, where applicable

Where damage is reasonably established to have resulted directly from an installation error attributable to Urban Shieldz, it will be assessed separately from defects caused by the underlying substrate or pre-existing condition.

What the Warranty Does Not Cover

In addition to the exclusions stated elsewhere in these terms, the warranty does not cover damage, deterioration or failure resulting from:

• Cuts, punctures, burns or excessive physical impact
• Intentional, accidental or external physical damage
• Harsh chemicals, acids, solvents, abrasive cleaners or unsuitable cleaning products
• Improper cleaning, care or maintenance
• Alteration, removal, repair or reinstallation by a third party
• Renovation, carpentry, plumbing, electrical, furniture repair or other contractor activity
• Existing defects, cracks, moisture, seepage or instability in the underlying surface
• Movement, expansion, contraction, cracking or deterioration originating from the substrate beneath the film
• Damage to the underlying surface unrelated to a defect in the protection film or its installation
• Improper storage, handling or transportation
• Environmental conditions unsuitable for the installed protection film
• Normal cosmetic wear that does not materially affect the protective performance of the film

Change of Ownership

The warranty is issued to the original customer and is non-transferable.

If ownership of the protected furniture, fixture or item is transferred, sold, gifted or otherwise handed over to another person or entity, the warranty will automatically cease to remain valid.

Change of Location

Relocating or transporting the protected furniture or item to another property does not automatically void the warranty, provided ownership remains with the original customer.

Continued warranty coverage after relocation is subject to:

• Appropriate transportation and handling
• No damage occurring during dismantling, packing, transit or reinstallation
• The protection film remaining unaltered
• Suitable environmental and usage conditions at the new location

Damage arising during transportation, relocation, handling or reinstallation is not covered under warranty.

Urban Shieldz may inspect the protected surface where necessary to determine whether a reported issue is related to the original installation or subsequent transportation, handling or environmental conditions.

Residential & Commercial Applications

Unless specifically stated otherwise in the quotation, the same warranty principles apply to both residential and commercial installations.

Warranty coverage remains subject to the intended use, environmental conditions and exclusions stated in these terms.

Reporting a Warranty Issue

Any suspected warranty issue should be reported to Urban Shieldz within 72 hours of the customer becoming aware of the issue.

The customer may be requested to provide photographs, videos, invoice details, warranty information or other information reasonably required to assess the claim.

Failure to report an issue within this period may affect warranty coverage where the delay:

• Causes or contributes to further damage
• Makes the original cause of the issue difficult to determine
• Prevents Urban Shieldz from reasonably inspecting or rectifying the defect at an early stage

Third-Party Intervention Before Inspection

If a warranty issue is suspected, the customer must allow Urban Shieldz a reasonable opportunity to inspect the affected area before the film is removed, altered, repaired, repositioned or worked on by any third party.

If another person or contractor interferes with the affected area before inspection, warranty coverage may be declined where that intervention:

• Alters the original condition of the defect
• Makes it difficult to determine the cause of failure
• Causes or contributes to further damage
• Prevents Urban Shieldz from carrying out a reasonable assessment

Emergency action required to prevent further property damage will be considered separately based on the circumstances.

Warranty Remedy

Where Urban Shieldz confirms that a reported issue qualifies as a valid warranty claim, Urban Shieldz will determine the appropriate corrective action based on the nature, location and extent of the defect.

Corrective action may include:

• Rectification or repair of the affected film
• Removal and reinstallation of the affected portion
• Replacement of the affected portion with the same or a reasonably equivalent protection film

Urban Shieldz will determine the most appropriate method of rectification after inspection of the affected area.

A warranty claim relating to one portion of an installation does not automatically qualify unaffected portions or the complete installation for replacement.

Availability of the Original Film

Where the exact film originally installed is no longer available, has been discontinued or has been replaced by an updated specification, Urban Shieldz may use a reasonably equivalent protection film with comparable performance characteristics.

Minor differences in appearance, finish or material characteristics resulting from an updated specification, replacement product or material batch will not, by themselves, constitute a warranty defect.

Refunds

The Urban Shieldz warranty is primarily a repair and replacement warranty.

Where a covered defect can reasonably be rectified through repair, reinstallation or replacement of the affected film, a monetary refund will not ordinarily form part of the warranty remedy.

Nothing in these terms is intended to restrict any remedy or right that cannot legally be excluded under applicable law.

Consequential & Indirect Loss

To the extent permitted by applicable law, the warranty does not cover indirect or consequential costs arising from a warranty issue, including:

• Loss of use of furniture, fixtures or premises
• Temporary accommodation or relocation expenses
• Business interruption or loss of income
• Loss of opportunity
• Contractor or professional fees not authorised by Urban Shieldz
• Costs incurred by the customer in arranging third-party repairs without prior approval from Urban Shieldz

Customers should contact Urban Shieldz before arranging any third-party rectification relating to a suspected warranty issue.

Underlying Surface Responsibility

The warranty applies primarily to the Surface Protection Film and its installation.

Urban Shieldz is not responsible for pre-existing defects, inherent weaknesses or deterioration of the underlying furniture, marble, stone, wood, glass, metal, paint, polish or other substrate.

Where a customer alleges that the underlying surface has been damaged directly as a result of an Urban Shieldz installation or covered film defect, Urban Shieldz must first be given a reasonable opportunity to inspect and determine the cause of the issue.

Any responsibility will be assessed based on the circumstances of the installation, condition of the substrate and cause of the damage.

Important Limitation

Surface Protection Film is designed to provide an additional protective barrier against everyday scratches, stains, scuffs and wear.

It does not make the protection film or the underlying surface completely immune to damage under all circumstances.

References to stain resistance, scratch resistance or surface protection describe the intended protective performance of the film under normal use and should not be interpreted as a guarantee that the film or underlying surface is stain-proof, scratch-proof or indestructible.

Warranty coverage relates primarily to the Surface Protection Film and its installation and does not constitute insurance or an unlimited warranty for the furniture, fixture, marble, stone, wood, glass, metal or other underlying substrate.

Nothing contained in these terms excludes or limits any right or liability that cannot lawfully be excluded under applicable law.