1. The 15-year stretch ceiling guarantee
We guarantee the stretch ceiling membrane, perimeter profile, and Stretcharama installation workmanship for 15 years from the date the installation is completed.
During the guarantee period, if a covered part fails because of a manufacturing defect, unsuitable material supplied by us, or defective installation, we will inspect the issue and provide an appropriate remedy. This may be repair, replacement, or another reasonable solution.
The remedy will be provided without charge for the covered defect, including reasonable labour and materials.
2. Two-year electrical component warranty
Electrical components supplied by Stretcharama, including LED tape, drivers, power supplies, controllers and similar components, are covered for two years from completion.
The warranty covers component failure under normal residential use. Depending on the issue and component availability, we may repair or replace the affected component with the same or a reasonably equivalent product.
Existing electrical items, customer-supplied equipment and equipment supplied by another contractor are not covered by this warranty.
3. What is covered
- Failure of the membrane, profile or installed connection caused by a covered manufacturing or installation defect.
- Installation workmanship that does not meet the agreed specification or the standard of reasonable care and skill.
- Covered electrical components that fail during the two-year warranty period under normal use and suitable operating conditions.
4. What is not covered
- Cuts, punctures, tears, burns, impact damage or damage caused by ladders, tools, decorations, furniture, animals or other trades.
- Damage caused by leaks, flooding, structural movement, defective walls or ceilings, settlement, infestation, fire, excessive heat, freezing, corrosion, mould or building defects.
- Unauthorised removal, repair, alteration, cutting or modification of the membrane, profile, lighting or associated equipment.
- Failure caused by incompatible controls, unsuitable electrical supply, power surges, external wiring, poor ventilation, excessive humidity, unsuitable pool conditions or failure to follow operating and maintenance guidance.
- Normal ageing, minor colour variation, changes in sheen, lamp colour shift, reduced LED output over time, consumable items, or components reaching the end of their normal service life.
- Consequential work such as decorating, joinery, floor removal, access work or work to equipment supplied by others, unless legally required because of our breach.
5. Swimming pools and humid environments
The guarantee assumes that the room is operated with suitable heating, ventilation, humidity control and water chemistry.
Where condensation or corrosive conditions exceed what the agreed system was designed for, resulting damage is not covered unless caused by our defective work or materials.
6. Making a claim
Email info@stretcharama.co.uk as soon as the issue is noticed. Include the customer’s name, installation address, approximate completion date, a description of the issue and clear photographs where possible.
The customer must take reasonable steps to prevent further damage and allow us reasonable access to inspect the installation.
We may ask for proof of purchase or other information needed to identify the installation. We will not reject a genuine claim merely because the original paperwork is unavailable where the installation can reasonably be verified.
7. Our response
We will review the information, arrange an inspection where needed and explain whether the matter is covered.
If covered, we will arrange the remedy within a reasonable time, taking account of manufacturing lead times, access and the nature of the work.
If an inspection shows that the issue is not covered, we will explain why and may offer a separately priced repair or replacement.
8. Transfer to a new homeowner
The 15-year guarantee may transfer with the property for the remainder of the original term, provided the installation has not been altered and the new owner gives us the property address and their contact details.
The two-year electrical warranty also remains linked to the installation for the remainder of its original period.
9. Love Your Ceiling Promise
Tell us in writing within 48 hours of completion if you genuinely do not love the finished ceiling.
We will inspect the installation and try to resolve the concern. If it matches the agreed specification, has not been damaged or altered, and the concern cannot reasonably be resolved, we will remove the affected ceiling and refund the amount paid for that stretch ceiling installation.
The promise does not cover an unapproved change to the agreed specification, dissatisfaction with a colour or print that was approved before manufacture, third-party work, or consequential decorating and reinstatement. Your statutory rights remain unaffected.
10. Statutory rights
This guarantee and warranty provide additional benefits. They do not affect rights under the Consumer Rights Act 2015 or any other applicable consumer law.