Due to the fact that our products are natural or handmade, colour and texture variations will occur, this however it is all part of the overall appearance of the product and is considered a characteristic not a flaw. Variation is to be expected with all natural products, if goods are returned for this reason then the conditions detailed below will apply. The customer should be aware of the grading and the particular characteristics of each product before completing the purchase. Items such as shading, slight colour variation, extent and/or colour of filler and knots or fossils, are not reasons to reject or site select the material. The customer or their appointed fitter should be the person/s that check the goods before fitting. Once the goods are fixed Pietra cannot replace the goods. Fitting means acceptance, if you are not sure, then do not fix.


Please ensure that all measurements given are accurate, Pietra cannot accept returns due to miss measurement. All goods should be inspected upon delivery. As with usual practice within the industry please allow a minimum of 5%-10% for overall wastage during the fixing process. All damages should be recorded at the time of delivery on the delivery paperwork. No responsibility can be accepted if this is not done.


Payment for all goods must be received at the time of ordering. Account holders must make payment as arranged. Payments made by Credit and or Debit Card will require term of clearance, before goods are dispatched. Bank Transfers will provide immediate confirmation of order.


As with all of the samples in our showroom, any individual samples are only for guide purposes only and should not be taken as an exact representation of a subsequent order.
All dimensions are approximate only. Coverage given for all sealants, adhesives and grouts are for guidance only and are based on average use and average coverage. Pietra cannot be held liable for any over ordering or under ordering as all of these products vary in use from product to product and variable factors in each individual circumstance. As per usual practice within the tile industry size variation of up to 5% is to be expected on all tile size measurements.
Returning of Goods
We do not accept the return of any tiles or wood flooring due to over ordering. The return of any goods will be subject to a re-stocking charge of 25% of their value, or a minimum charge of £10.00 whichever is the greater. There will be no acceptance of any Grouts or Adhesives that have been opened. Only goods that have not been used in any way can be accepted. Once the goods have been fixed Pietra cannot take responsibility for any defects.
Estimates & Quotations
Pietra reserves the right to withdraw any quotation or estimate at any time. No quotation or estimate issued by Pietra shall constitute an offer to supply goods and or services.
Travertine by nature is a product characterised by a holed and pitted surface. These cavities can often be hidden under a seemingly solid surface and under normal use can be exposed. It is recommended that travertine tiles, especially Honed & Filled be used in light domestic applications only and even then a maintenance program that may include re-filling the exposed cavities will be necessary. These cavities as previously stated are a characteristic and not a fault and this type of maintenance will be the responsibility of the purchaser and not of Pietra.
Anti-Fracture Membrane
In all floor tiling scenarios Pietra recommends the use of an “Anti-Fracture Membrane”. If this is not used, Pietra will not be responsible for the failure of the flooring due to sub floor movement.
By placing an order with Pietra you are deemed to have read and agreed to the above terms and conditions.
Procedures for Damaged Delivery
Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and do not clearly state the damage on the delivery note we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.
1. Check your delivery fully. If any damages have occurred, state on your delivery note and sign it as “damaged”. If you have not signed the delivery note “damaged”, then we reserve the right to refuse any replacements.

2. Inform us at once that they are damaged. We may ask you to send us a written confirmation of breakages.

3. Take digital photos of the damaged items, this will help the claim from the insurance company so forward these images to us as soon as possible.
Delivery Company & Delivery Site
All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country. Pietra cannot guarantee delivery on a specified date and cannot be held responsible for late delivery or any subsequent delay or loss due to late delivery.
Therefore, it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Thus, please try to ensure that any cars or other obstacles that may be present are removed before delivery.
You may be charged for redelivery if you have not told us of any possible restrictions. The other restrictions you must let us know about are: parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges.
Drop-off Point
The delivery driver cannot help with moving the products inside the delivery site, the load will be dropped at the nearest convenient point to the site, which could be the roadside.
Anything you can do to help ensure the order can be dropped closer to your place would be appreciated.
You (or somebody else on your behalf) must be there to receive the delivery, otherwise your delivery will not be off-loaded and you will be charged extra for redelivery.
Please make sure that when delivery has been made all products are checked and the delivery note is signed.
We will not accept any discrepancies if the delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.
Warranty and Under Floor Heating Guidelines for Engineered Flooring

Structural Warranties

This warrants the original purchaser that the engineered planks will remain free from manufacturing defects in assembly dimension grading lamination and milling For as long as the original purchaser owns the home.
Wood being a natural product will continue to expand and contract throughout the heating and non heating seasons. Relative Humidity of the air in the room of the timber flooring should be between 40 – 65 %. Properly installed hardwood floors may therefore experience some separation between boards, and some surface cracking at different times during the year. During the winter heating cycle it can result inslightly more movement in the parquet/engineered wood flooring and the formation of some cracks during the heating season must be accepted if moisture is not supplied to the surrounding air.

Wood wear Layer Warranty

The seller gives a wood wear layer warranty on its flooring products for residential use. This warrants the original purchaser that the wood layer will not wear through for a period of 20 years , provided no excessive sanding occurs.

Pre-Installation Warranty

The purchaser should carefully inspect all flooring prior to installation any boards that appear to have defects should be returned and those that do not meet our standards will be replaced free of charge. Since this is a natural wood product their will be variations in colour tone and grain. Such variations are not covered by this warranty. Further this warranty provision is void upon installation of the flooring.

Disclaimers and Exclusions

Colour variations in wood flooring are a natural occurrence due to species, age or character of flooring exposure to UV light or sunlight. For these reasons, new and
/ or replacement flooring may not match display samples and or existing flooring. Gloss reduction is not considered surface wear. The seller is not responsible for colour variation of product or samples for the consumer matching flooring to other wood products such as furniture, stair railings and mouldings. Naturally occurring wood characteristics such as variations in grain, colour, mineral streaks and knots are notconsidered defects. Normal exposure to sunlight will bring about changes in shading of any hardwood floor as the floor ages. Area rugs should be moved occasionally because they block sunlight and may give the appearance of discolouring under the rug. This is not a product defect.

13mm thick engineered boards should always be either glued or pinned to the subfloor. “Bowing” of these boards are to be expected due to the long lengths they are manufactured in. Once laid by a professional installer and secured to the subfloor these boards will remain flat.

Your Floor should be fitted by a professional installer who should adhere to best industry practise methods and preventative measures and adhesive manufacturer’s recommendations. It is the responsibility of the installer and/or the owner to inspect boards prior to installation. The seller accepts no responsibility for costs of product or labour when boards with visible defects have been installed. Before installationbegins, all subfloors must be inspected for moisture problems to insure they are dry. Written documentation of this inspection must be obtained. Subfloors with known moisture problems are not covered by this warranty.

Damage due to water and/or moisture, including, but not limited to broken or leaking pipes, wet mopping, weather or natural disasters, is excluded from warranties. Warranties do not cover indentations, scratches, stains or damage caused by negligence, fire, water, moisture, excessive heat, excessive dryness, erosion, pebbles, sand or other abrasives, pets, insects, spiked heel shoes, weather conditions ornatural disasters, colour variations, naturally occurring wood characterises. Failure to follow al the manufactures written installation and/or maintenance instructions, improper maintenance, wet mopping, insufficient protection, misuse or improper alterations of the original manufactured product. Warranties do not cover natural expansion and contraction resulting in separation between boards or damage caused by lowor excessive humidity. Cracking of top layer is not covered by the warranty as it is not a structural defect and should be repaired using suitable flexible fillers.

No warranties apply to any products designated as seconds, rustic, off-goods or non-standard items. Any product(s) so designated are sold “as is.”


In order to protect your floor:
• Keep the indoor relative humidity between 40% and 65%. If this preventive measure is not kept, the floor can crack, spilt, discolour, crook, bow and delaminate.
• Use felt leg protector pads under all furniture legs;
• Clean your floor using a damp cloth with suitable wood floor cleaner
• Wipe up spills immediately
• Use a dolly, rolled over plywood when moving heavy objects;
• High traffic areas should have (slip resistant ) door mats, to keep them off the floor;
• Protect your floor from direct sunlight;
• Replace narrow, hard furniture rollers with wide rubber ones;
• Don’t allow water to stand on your floor
• Don’t walk on the floor with any hard and/or sharp object protruding from the sole;
• Don’t use the following products on your floor: alkaline products (soaps, ammonia), abrasive cleaners, bleach;
• Don’t let furniture stand on your floor on small hard leg
• If covering flooring always use a recommended low tack masking tape. Try a small area before hand to make sure no damage occurs to floor finish.

Influence of moisture

Moisture is the most important factor in wood shrinkage, swelling and warping. When the moisture content of wood rises, it swells. It shrinks when the wood moisture content drops. This phenomenon is most significant in the directions perpendicular to the wood grain. Along the wood grain it is negligible. Because this product has a multilayer base, in which the layers are perpendicular to eachother, it is much less subject to swelling and shrinkage than solid wood boards. Nevertheless, large changes in wood moisture content can lead to cracks in and between boards.

It is important, that the sub floor is and remains dry, that when cleaning the floor a minimum of water us used, (use a damp cloth; never a wet one) and that the air moisture content (relative humidity) is not subject to large fluctuations. The relative humidity must be between 40% and 65%.

Your Engineered floor has a structural warranty that these engineered boards will not distort or veneer layers will not de-bond in service with under floor heating, see under floor heating regulations



lacquered floors must be maintained as per the maintenance products provided by seller of flooring. Wood floor cleaner, deep wood floor cleaner and either satin or matt polish. Maintenance products must be applied according to manufacture’ instructions attached to products.


Natural / white soap – 1L coverage 400-500m2 Natural used with natural oil / coloured oil floors White used with white oiled/grey oiled floors
Can be used weekly, no need to oil after cleaning. 100-125ml to 5l water, clean floor using mop or cloth.

Natural / White / oak/ Maintenance oil – 1L coverage 25 -35m2

Used whenever floor has worn appearance. Use appropriate colour depending on colour of your floor. Natural for natural finishes, white for white or grey, oak for dark floors.
If you feel that floor is getting to white / dark then use natural maintenance for a period.
Apply evenly and a thin coat with a cotton cloth or applicator. Always apply in direction of the grain. Polish oil into wood very well taking of any residue.


Before laying the wooden floor

• The screed must be left for an appropriate period of natural drying time depending on the type and depth of your screed. If a Gypsum/Anhydrate screed has been used you must adhere to the suppliers recommendations. Your screed supplier and under-floor heating contractor must agree on the setting of water temperature and rising of temperature for starting your heating system. The system must be checked and passed by the supplier.
• The lowering of the water temperature should also be in increments of 5°C every 24 hours until you reach a water temperature of 20°C.
• During the heating process ensure good ventilation to allow moisture to escape.
• Before installation, heating should be turned off for 72 hours to allow floor to cool. Otherwise readings taken will not be accurate.
• Floor un-evenness max 3mm in 3m.
• Distance of hot water pipes below boards (in screed) min: 40mm.
• Floor joists and ply substrate MC if applicable max: 12%.
• The screed must be checked for moisture. For sand and cement screeds, relative humidity should be no greater than 75% and moisture content not more than 4% on a Tramex metre. For an-hydrate screeds the reading must be less than 1% on a Tramex metre or must be no more than 75% relative humidity. For Gypsum based or similar type screeds, Anhydrate screeds relative humidity should be no greaterthan 75%. For all glue down systems relative humidity should be no greater than 65% . This test is taken using a British Standard Hygrometer box.

** (A) Screed Suppliers recommendations need adhered to
** (B) Screed Supplier must approve our recommended Sika MB Primer or advice otherwise if their recommended primer is something different.


Wood floors & under floor heating are often combined nowadays and work well together. The heating system used – electrical or water – is of no significance to the wood floor the under floor heating system must deliver no more and 80 W/m2 evenly distributed, the surface temperature must never exceed 25°C. This applies even next to above radiator pipes, pipe runs, under furniture, kitchen units and islands and underneath rugs etc. In normally insulated houses with a properly functioning under-floor heating system the temperature of the floor surface is generally 2°C higher than the room temperature. In warm water under floor heating system the flow temperature is usually 7-12°C higher than the floors surface temperature. With insulation and heating systems in Modern Homes today the relative humidity can often drop below 40% , in mostcases it will be necessary to humidify the air to keep within the range of 40-65%.

During Installation

When laying the floor the screed temperature should be maintained between 16°c and 18ͦ°c . ARH Ambient Relative Humidity at time of installation: 40 – 65% and room temperature between 18° and 20° . Maintain these temperatures for at least 5 days after laying. Warm mark heat sensors should be installed at various noted locations on the subfloor.

After installation

• The heating should be turned back on using the following instructions: Start your water heating in pipes at 20°C to increase 3-5°C every 2-3 days to a maximum temperature of 45°C. Your room might not feel instantly warm but it is vital that the heat is “gradually” brought through your engineered hardwood floor.
• The Top Floor surface temperature of the wood should not exceed 25°C, this also applies under carpets, kitchen islands etc.. also applies to pipe runs from bypass groups. The maximum contact temperature between subfloor and underside of boards should not exceed 27°C. The temperature in water pipes should be in range of 35-45°C. In a normal insulated house to achieve room temperature 22°C the maximum water temperature in the pipes should be around 34°C.
• Sudden changes in temperature such as testing heating systems at the high temperature settings must be avoided as this can ‘shock’ the timber and cause rapid irreversible ‘setting of the wood’.
• Relative atmospheric humidity should be maintained between 40-65% using a humidifier or climate control if necessary. This should be measured 10cm above floor.
• The room temperature should be maintained between 18-22°C.
• The heating system should be run in strict accordance with the manufacturers’ instructions and should give an even distribution of heat across the entire floor.
• Thermal Conductivity of Classic Construction 20mm: λ = 0.17W/mk. 14.5mm Birch Hardwood Multilayers and 5.5mm Oak Hardwood wear layer.
• Beware of leaving solid furniture and/or heavy rugs in one position for any length of time. If the floor is ‘capped’ in this way, the wood may be affected by excessive heat, which cannot escape normally. This will lead to cupping and gapping, from which the floor may not be able to recover.
• Do not turn on heating if any protective floor coverings are still in place on top of floor, this will cause cracking.
• Failure to follow the above regulations may lead to cracking/splitting of some wood flooring boards.


Provided aforementioned conditions have been met, we guarantee our engineered flooring from twisting, buckling or de-lamination. Cracking of the top layer is not a structural defect and is not covered by the guarantee and should be repaired using suitable flexible filler.