Guarantees
25 years on the stone. 5 on our work.
On the old site these were buried in the terms and conditions. They are the two most useful things we can tell you, so they get their own page, including the exclusions.
Two guarantees
They are not the same cover, and they do not cover the same places
Most worktop companies quote one headline number. There are really two guarantees behind it, they protect different things, and they apply across different parts of the UK. Here is both, in full.
Material warranty
Protects: The stone
25 yr
Covers the surface itself against manufacturing defects: a fault in the slab as it was supplied, rather than anything that happened to it afterwards.
residential installations
Workmanship guarantee
Protects: Our work
5 yr
Covers what we did to the stone and to your kitchen: the template, the cutting, the joins, the cut-outs, the edges and how it is fixed down.
every kitchen we fit
One thing worth knowing
Both covers apply as standard to a home kitchen anywhere we work. The 25-year material warranty is written for residential installations, so on a commercial fit-out you keep the 5-year workmanship guarantee but the material cover follows the manufacturer’s commercial terms instead. If that is your job, ask before you order and we will put your exact position in writing on the quote.
The detail
What is in, and what is out
Guarantees are only useful if you know where the edges are. These are the exclusions written plainly rather than in six-point type at the bottom of an invoice.
Material warranty: 25 years
Covered
- Manufacturing defects in the slab itself: voids, delamination, resin failure or a fault present in the material when it was supplied
- Defects that appear in normal domestic use and could not have been seen at installation
- The surface performing as the material is specified to perform, when it has been cared for as advised
Not covered
- Anything outside a residential installation: kitchens in commercial premises, rentals fitted out to a commercial spec, bars, offices and hospitality are not covered
- Impact damage: chips and cracks from a dropped pan, a knock during other building work, or something heavy landing on an unsupported overhang
- Heat damage: hot pans set directly on quartz, or a slow cooker or air fryer left running on the surface without a trivet
- Chemical damage: oven cleaner, paint stripper, drain unblocker, bleach left to sit, or abrasive scouring pads
- Staining on natural stone that has not been re-sealed as advised
- Natural variation in granite: colour, veining, pitting and fissures are properties of quarried stone, not faults
- Any repair, re-polish, re-cut or modification carried out by someone other than us
Workmanship guarantee: 5 years
Covered
- The joins: how they are placed, glued, levelled and colour-matched
- Cut-outs for sinks, hobs, taps and sockets, and how the appliance sits in them
- Edge profiles and mitres, including how a mitred apron holds up
- How the worktop is fixed down, supported and scribed to your walls
- The silicone seal we leave behind at installation, and upstands or splashbacks we fitted at the same time
- Anything that comes loose, lifts, or opens up because of how we fabricated or installed it
Not covered
- Movement in the building or in the units under the worktop: a settling floor, a failing cabinet or a base unit that was never level cannot be held against the fitting
- Water damage from a leaking tap, waste, dishwasher or washing machine, including swelling of the units below
- Damage caused by anyone else working in the kitchen after us, including removing or refitting the worktop
- Seals that have not been maintained. Silicone is a consumable; it needs replacing periodically and that is normal maintenance, not a defect
- Everyday wear on the surface itself: that is the material side, not the workmanship side
- Alterations to the top after installation, including new cut-outs drilled by another trade
Making a claim
Four steps, and a person on the end of the phone
There is no claims portal and no form to fill in twice. You call or email us, we look, and we tell you which guarantee applies, or that neither does.
Get in touch
Call +44 7830 847489 or email info@worktopworx.co.uk. Tell us the address the worktop was fitted at and roughly when. If you have the quote reference or invoice, quote it. It saves a search.
Send photographs
Two or three photos: one wide enough to show where in the kitchen it is, one close, and one with something for scale next to it. Most claims are diagnosed from photos before anyone travels.
We come and look
If it is not obvious from the photos, we arrange a visit and inspect it in place. We will tell you there and then whether we think it is a material issue, a workmanship issue, or neither, and why.
We put it right
Where it falls under either guarantee, the remedy is repair or replacement of the affected section at no cost to you. Where it does not, you get a straight explanation and a price to fix it, and you are free to walk away.
Keeping the cover live
Four things that keep both guarantees intact
None of this is onerous. It is the same list we give you on the day we fit.
Use a trivet and a chopping board
Especially on quartz. Resin scorches, and a knife will always lose to stone but the edge will not thank you.
Wipe spills rather than leave them
Wine, oil, turmeric and lemon juice on unsealed or under-sealed granite are the usual culprits.
Re-seal natural stone as advised
Granite only. Quartz and sintered surfaces are non-porous and never need it.
Call us before anyone cuts into it
A new tap hole or a re-polish by another trade takes that section outside both guarantees.
Guarantee questions
The questions we actually get asked
Is the 25-year guarantee the same as the 5-year one?
No, and it matters. The 25-year cover is a material warranty. It covers the stone against manufacturing defects, and it applies to residential installations. The 5-year cover is a workmanship guarantee. It covers our fabrication and installation, and it applies to every kitchen we fit. They cover different things over different periods.
Is a commercial kitchen covered the same way?
The 5-year workmanship guarantee applies to every kitchen we fit, so our fabrication and installation are always covered. The 25-year material warranty is written for residential installations, so a commercial fit-out follows the manufacturer's commercial terms instead. Ask us before you order and we will tell you exactly what applies to your job in writing.
Does the guarantee cover a chip from a dropped pan?
No. Impact damage is not a manufacturing defect and it is not a fitting fault, so it falls outside both guarantees. It is usually repairable. Chips in quartz and granite can often be filled and polished so they are hard to find. Send us a photo and we will tell you honestly whether it is worth doing.
What about a burn mark or a heat crack?
Heat damage is excluded. Quartz contains resin and will scorch or crack under a pan straight off the hob; granite and sintered surfaces handle heat far better but are not immune to thermal shock. Use a trivet on quartz. If a crack has appeared and no heat was involved, tell us. That is worth inspecting.
A join has opened up slightly. Is that covered?
Yes, that is exactly what the 5-year workmanship guarantee is for. A join that lifts, cracks along the glue line or opens up is a fabrication or installation issue unless something underneath it has moved. Get in touch and send a close photo.
Do I have to seal my worktop to keep the guarantee?
Quartz and sintered surfaces are non-porous and do not need sealing. Granite is natural stone and does need periodic sealing. How often depends on the stone and how hard the kitchen is worked. If you do not re-seal granite as advised, staining is not covered. We give you care guidance specific to the material you chose on the day we fit it.
Can somebody else cut a new hole in my worktop?
They can, but it ends the cover on the affected area. Any re-cut, re-polish or modification by a third party takes that section outside both guarantees, and a badly drilled hole is one of the most common ways a stone top ends up cracked. Ask us first. Usually we can do it.
How do I make a claim?
Call +44 7830 847489 or email info@worktopworx.co.uk with the installation address, roughly when the work was done, and two or three photographs. We diagnose most issues from photos and arrange a visit if we need to see it in place.
Do these guarantees affect my statutory rights?
No. These guarantees are given in addition to your rights under UK consumer law, including the Consumer Rights Act 2015. Nothing on this page reduces those rights.
Next step
Get the guarantees on your quote, in writing
Both are stated on every quote we send, with the territory that applies to your job. No hunting through terms and conditions to find out what you bought.