MAGIC COVERINGS

PRODUCT WARRANTY AND COMPLAINT PROCEDURE

Dear customer, thank you for choosing Magic Coverings products. We believe that our products will make your life more enjoyable and the world a better place.

However, every manufacturer usually encounters situations where their products are subject to complaints. As the founder and leader in the MCM industry, we are happy to help you resolve any complaints that may arise. Please note that complaints are handled by the retailer who sold you our materials. To ensure the best possible solution, we recommend purchasing our materials through authorized dealers listed on our website.

Magic Coverings s.r.o., a company focused on green buildings, provides a warranty to direct distributors for unused flexible clay tiles and flooring (hereinafter referred to as "product" or "products") that they will be free from manufacturing defects for a period of 10 years from the date of purchase when used normally on buildings that comply with local building codes and when installed in accordance with Magic Coverings' installation instructions. This warranty applies only to manufacturing defects in Magic Coverings s.r.o. 

This warranty covers the fact that many products manufactured by Magic Coverings will have similar properties compared to the latest test reports from SGS. This warranty does not apply to products intended exclusively for indoor installation, such as Ink Painting Stone, Golden Lolite, etc. (please consult with Magic Coverings representatives for products not included in this warranty list), for which Magic Coverings uses water-based color paste on the surface to enhance the colors of the product.

Restrictions

The Magic Coverings manufacturing process is designed to mimic the random beauty and character of real stone. Therefore, stone surfaces may contain small air pockets or surface anomalies. These variations add to the overall character of the stone and are not considered a manufacturing defect. Each piece of MS product is inherently non-uniform and subject to variations in aesthetics, color, finish, thickness, density, etc. It is normal for products to contain a few residual fringe holes, which do not affect installation and are not considered a manufacturing defect. It is normal for the size of the product to show small variations in diagonal (less than 3 mm) and these are not considered a manufacturing defect. It is normal for products to show some color variations within the same production batch or across different production batches. These variations add to the overall character of the stone and are not considered a manufacturing defect. Wear and tear corresponding to the normal gradual deterioration of Magic Coverings tiles and floors is also not considered a manufacturing defect. Normal gradual wear and tear includes, but is not limited to, fading, chalking, or the accumulation of dirt or stains on any colored surface when exposed to sunlight and extreme weather and atmospheric conditions. The severity of any condition depends on the geographical location of the building, the cleanliness of the air in the area, and many other factors beyond Magic Coverings' control.

Overview of warranties

We offer a 10-year warranty from the date you, the end customer, purchased our materials. This warranty covers the appearance and structural aspects of our products.

This warranty applies to:

Defects in materials that occurred during the manufacturing and packaging process, including packaging defects.

This warranty does not cover:

- Cut by something sharp, crushed by something heavy.

- Incorrect use, misuse, neglect, or improper handling or storage;

- Installation or defects resulting from installation that does not strictly comply with the manufacturer's instructions;

- Improper use of the product, including the use of unapproved accessories, consumables, hardware, or software that were not manufactured or approved in writing by Magic Coverings.

- Insufficient or improper maintenance of the product, including the accumulation of solid or liquid deposits that may cause deterioration of the product.

- Any modifications to the product that have not been approved in writing.

- Impact from foreign objects, fire, earthquake, flood, lightning, hurricane, tornado, or other accident or force majeure;

- Defects, malfunctions, or damage to the wall, floor, or material on which the product was installed, caused by movement, deformation, cracking, or settling of the wall, material, or building foundation.

- Use of pressurized water (electric washing) on the product or submerging the product in water.

- Contact with chemicals or paints, any discoloration or oxidation, and color change due to airborne contaminants or lightening or darkening of color due to curing of the product.

- Use of any sealant or coating on MCM other than silane or siloxane based in strict accordance with the sealant manufacturer's instructions.

- Any damage caused by alkali in mortar, grout, or substrate.

- Customer dissatisfaction after installation due to color, trim style, or other opinions based on personal preference.

- Any other cause that does not involve manufacturing defects in materials produced by MAGIC.

Non-transferability:

This warranty is non-transferable. It shall expire if the buyer sells the property in which the tiles were installed. Subsequent buyers shall receive the product "as is."

Conditions for acceptance of recultivation by the manufacturer

To ensure a smooth reclamation process, the following conditions must be met for the acceptance of non-compliant goods:

1. Volume criteria:

The quantity of non-compliant goods that can be claimed must not exceed the following limits for each individual type of product delivered:

- For purchases up to 200 m²: For purchases covering an area of 2 m², a video recording of the opening of two random cartons must be submitted, clearly showing all tiles and any product defects. If the volume of the purchase allows, three additional cartons (representing at least 20% of the total quantity of goods for each type) should be inspected.

- For purchases of 200 m² and above: In this case, a video inspection of five additional cartons must be performed.

In this case, a video inspection of ten additional cartons must be performed.

2. Complaint documentation:

The buyer or distributor must provide:

- Purchase invoice.

- Batch number of the refurbished products.

- A completed complaint form, which can be downloaded from the Magic Coverings website.

- Videos showing the defects in the goods must be uploaded to a shared online folder and links to them must be included in the complaint form.

3. Non-conformity rate:

The number of non-conforming goods must not exceed 10% of the products delivered.

4. Complaint form:

You can download the complaint form here:

- [International complaint form]

Important: Please ensure that all required information is provided in full to avoid delays in processing your complaint.

Installation and product features

Before installation, please review the Magic Coverings Academy section on our website, where you will find detailed instructions and installation guidelines.

We wish you a carefree and inspiring experience with our products, which will bring beauty and comfort to your space.

Best regards,

The Magic Coverings Team

Manufacturer's recommendations for Magic Coverings MCM products

Read the technical documentation and installation manual before use or installation.

General recommendations:

Follow the manufacturer's instructions during installation. In the event of a complaint, Magic Coverings s.r.o. can assist in resolving any issues between the end customer or distributor and our parent company,                 Magic Coverings Inc. The final decision on how to resolve the complaint rests with Magic Coverings Inc.

Differences in appearance:

Since our products are manufactured as imitations of natural materials, they may contain minor imperfections, air pockets, or surface anomalies. These variations are a characteristic feature, not a manufacturing defect. Before installation, please check the physical appearance and parameters of the product to ensure that it meets your expectations.

Recommendations for bonding and jointing:

For optimal results, use high-quality adhesives compatible with our products. Flexible adhesives are recommended for outdoor use or areas with fluctuating temperatures. Always consult a professional installer or architect when selecting the right adhesive.

Cleaning:

We recommend cleaning our products with clean water and a soft sponge or cloth. In outdoor environments, low-pressure water can be used from a distance of 2 meters. Avoid using harsh chemicals or abrasive cleaning agents.

Bending and use:

In the case of curved or narrow columns, our products can be heated (to a maximum of 100°C) to make them more flexible. Ensure that bending is done slowly to avoid cracking.

Installation on floors or walls:

For unsealed products, we recommend 3-4 layers of sealant to make them resistant to dirt and stains. Make sure the substrate is stable and there are no air pockets under the products.

Avoid:

- Installing products with obvious defects.

- Using products with wet adhesives or in rainy conditions.

- Using products in areas with temperatures above 80°C.

- Using rough adhesives or leaving mortar or adhesive residue on the surface.

If you have any further questions or concerns, please contact your dealer or local distributor.