Our Aftercare Services and Warranties

Blog |

Flooring aftercare services

When choosing a new flooring, the installation and product specifications are only part of the story. It’s also crucial to think about the ongoing maintenance and aftercare from your supplier. 

Here at Forté, our services don’t end after you’ve bought our products. We also offer extensive aftercare services and warranties long after they’ve been installed, ensuring you have peace of mind and complete satisfaction. If you experience any issues, we will work with you to make it right.

Forté aftercare services

At Forté, we take pride in our unwavering commitment to quality, evident in every facet of our operations. From the painstaking testing of our engineered wood products to the exceptional customer service we provide, our ethos of care is at the heart of everything we do. At the core of this ethos are our four core aftercare promises.

For more information, see each of these points in detail below.

1. We stand behind our product finishes.

Quality assurance is the cornerstone of our business and our New Product Development (NPD) programme is driven by rigorous testing protocols aimed at guaranteeing the superiority of our offerings. 

We conduct comprehensive in-house tests, including coating durability assessments, supplemented by independent evaluations from reputable laboratories and industry professionals.

However, what truly sets us apart is our commitment to real-world testing, exemplified by the Forté Water Test. This unique test, which we developed in response to the inadequacies of existing standards, simulates actual usage conditions. This enables us to ensure the durability of our timber products in practical scenarios, ensuring our clients are getting quality products that can withstand the wear and tear of everyday life. 

2. Our products are backed with a guaranteed warranty.

While our competitors focus on sales, we prioritise the peace of mind and satisfaction of our clients. Your journey with us doesn’t end once your product has been installed we are with you every step of the way. All our products have a 25-year structural warranty, illustrating our unwavering confidence in the quality and reliability of our products. With a Forté product, you can rest easy knowing that the investment in your home is covered and well looked after.

We go the extra mile to ensure our clients love their products for decades after installation. We fix any issues that arise and treat each case on its own unique basis, instead of turning our back on problems that aren’t part of the structural warranty. We take pride in our products and strive to make you feel the same way. 

3. Our dedicated Aftercare Team. 

We are committed to customer satisfaction, with a dedicated Aftercare Team to support you whenever you need it. From product care to repairs, we are here to assist you long after the installation is complete, with any of the following:
  • Product Care & Cleaning

  • Preventing or Repairing Damage

  • Deep Cleaning or Re-coating

  • Installation Issue

  • Product Performance Issue

Simply fill out the form for Warranty and Technical Support and we’ll be in touch with a solution. We will provide expert advice and offer solutions based on your project, ensuring you receive the best possible service and outcome. 

4. We follow through on our promises.

If issues arise with one of our products, our team will go to great lengths to find out how the problem happened and how we can make it right. We don't shy away from warranty claims, choosing to embrace them as opportunities to improve our products and demonstrate our commitment to our clients. 

Our team goes above and beyond to ensure that every client is satisfied with their Forté experience, providing clear communication and prompt resolution of any issues that may arise. 

Warranty and Technical Support

If you have an issue with your product please contact our customer care team to discuss. If the product issue is deemed legitimate, you are entitled to have the goods repaired or replaced if the product fails to be of acceptable quality but does not constitute a major failure.

If the product has a major failure, you may be offered a replacement, refund, or credit under New Zealand Consumer Law. 

Fill out the Aftercare form here. 

Damaged goods

Our dedicated team works to ensure goods are delivered in full, on time, and undamaged. In the instance that your product arrives damaged, please notify our customer care team and complete the process outlined below.
  1. Sign the goods as damaged upon delivery.
  2. Photograph the damaged goods on the same day.
  3. Notify our Customer Care team.
  4. Submit a Return Authority form (with photos and order details) within 24 hours of receiving goods damaged in transit.
  5. Return the damaged goods in their original packaging, along with accompanying accessories and instructions. Returns must be labelled clearly to identify the sender. 
Request a return here. 

Wood care products

At Forté, we also offer a range of hand-picked care products, curated to help you care for and maintain your Forté timber products. 

Browse the full care range here.

High-quality timber products

At Forte, we care. Our dedication to excellence extends from the initial testing phases to the aftercare service we offer, ensuring you receive the best products, reliable advice, and unparalleled aftercare support long after the product is installed.

Our customer aftercare is second to none, proven by the number of repeat customers who have been so impressed with our process that they come back for their next project. 

To find out more about our products, click below or download your free copy of our latest catalogue. 

Visit one of our Showrooms

If you have any queries about our products or need help with your project, we can provide you with expert advice. Visit one of our showrooms or book a consultation with our flooring experts today.