Warranty Policy

WARRANTY POLICY

Issued By

This Warranty Policy is issued by:

Portico Commerce Limited trading as GoPoxy (“GoPoxy”, “we”, “us”, “our”)

Registered Office:

124 City Road
London
EC1V 2NX
United Kingdom

Website: www.gopoxy.co.uk
Email: support@gopoxy.co.uk

This Warranty Policy applies to all products supplied by Portico Commerce Limited trading as GoPoxy unless otherwise agreed in writing.

 

1. Overview

We are committed to supplying high-quality products. This Warranty Policy outlines the terms under which our products are covered.

This warranty applies in addition to your rights under the UK Consumer Rights Act 2015 and any other applicable statutory rights.

 

2. Warranty Coverage

Our products are warranted to be free from manufacturing defects and to perform in accordance with their published technical specifications for a period of 12 months from the date of purchase.

This warranty applies only where the product has been:

• Stored, handled, and applied in accordance with our instructions
• Used for its intended purpose
• Applied under suitable site and environmental conditions
• Used within its stated shelf life
• Mixed, applied, and maintained in accordance with our application and aftercare instructions

Products must be stored in accordance with our instructions and within recommended temperature conditions. Failure to do so may affect performance and may invalidate this warranty.

In the event of any inconsistency between product packaging, labelling, colour charts, samples, RAL references, marketing materials, product descriptions, reseller listings, videos, social media content, installation guides, aftercare guides, or other supporting materials, the latest official GoPoxy Warranty Policy and Technical Data Sheet (TDS) shall prevail.

 

3. Shelf Life

Shelf life is 12 months from the date of manufacture.

Batch information is provided on the packaging to determine the date of manufacture.

The product must be used within its stated shelf life.

We recommend not using product with less than 1 month of shelf life remaining.

Customers are responsible for checking shelf life prior to application.

GoPoxy endeavours to supply products with a minimum of 30 days shelf life remaining.

In the unlikely event that product is supplied outside its stated shelf life, please contact GoPoxy prior to use.

Partially used products, opened cartridges, or products stored after opening may have reduced shelf life, altered performance characteristics, or inconsistent curing behaviour.

 

4. Testing & Suitability

It is the responsibility of the user to ensure that the product is suitable for the intended application and substrate.

A small test area in an inconspicuous location must be carried out prior to full application to confirm:

• Compatibility
• Suitability
• Performance
• Appearance
• Colour satisfaction

Failure to carry out appropriate testing may result in unsatisfactory results and may invalidate this warranty.

Certain substrates, including natural stone, porous materials, textured surfaces, polished surfaces, and sensitive finishes, may vary significantly in composition and behaviour. Suitability testing must always be completed prior to installation.

Except where required by applicable law, GoPoxy does not warrant that the product is suitable for any particular application, project, substrate, installation method, or end use. Users are responsible for determining suitability through appropriate testing and evaluation prior to application.

 

5. Application & Handling Requirements

Product performance is dependent on correct preparation, mixing, and application.

Mixing Requirements

• Two-component products must be fully and evenly mixed to ensure proper curing and performance.
• The first 30–40cm of material dispensed from each tube/nozzle should be discarded to ensure correct mixing within the nozzle.

Product Warming Requirements

Poly Grout Range

• Material must be warmed in water prior to use to soften the material and ensure correct dispensing.

Epoxy Range

• Material may require warming in water, particularly in colder temperatures or where the material is difficult to dispense, to ensure proper mixing of both components.

Electric Applicator Guns

• All products must be warmed in water prior to use to soften material and reduce pressure build-up which may cause tubes to split.

Application Requirements

• Prior to installation, all tiled surfaces and surrounding areas must be property prepared. Grout joints must be clean, dry, unobstructed, and free from dust, adhesive residue, contaminants, or other debris. Adjacent surfaces and fixtures should be adequately protected before application. Product performance depends upon correct storage, preparation, installation and aftercare in accordance with the applicable instructions.
• Joints must be fully filled with material.
• Voids, air pockets, insufficient filling, substrate gaps, or incomplete compaction may result in settlement or sinking during curing.
• The product is not intended to be installed as a flush-with-surface finish.
• A suitable build-up of excess material should be left during application to allow for proper curing and clean removal of excess material.
• Excess material should only be removed at the appropriate stage of cure in accordance with official GoPoxy guidance.

Over-tooling, over-smoothing, premature removal, or failure to follow official guidance may affect final appearance and performance and may invalidate this warranty.

The product should be left to cure in its intended finished state within the tile joint. Once cured, the material cannot be reworked, reshaped, or refinished without mechanical removal.

Failure to follow these requirements may result in product performance issues and may invalidate this warranty.

 

6. Aftercare Requirements

Ongoing performance and appearance depend upon correct aftercare and maintenance.

The product must be cleaned and maintained in accordance with our aftercare guidance.

Use of inappropriate cleaning methods, chemicals, steam cleaning, abrasive cleaning methods, or maintenance practices may result in discolouration, damage, or performance issues and will not be covered under this warranty.

 

7. What We Will Do

In the event of a valid claim, GoPoxy may, at its discretion:

• Replace the defective product; or
• Refund the purchase price of the affected product

This warranty is limited strictly to the product supplied.

Any advice, support, replacement, investigation, goodwill gesture, or assistance provided by GoPoxy does not constitute an admission of liability.

 

8. What Is Not Covered

This warranty does not cover:

Storage, Handling & Application

• Incorrect preparation
• Incorrect storage
• Incorrect handling
• Incorrect mixing
• Incorrect application
• Failure to follow instructions
• Failure to complete suitability testing
• Use outside stated shelf life
• Improper aftercare

Colour & Appearance

• Colour variation
• Batch variation
• Variations caused by lighting conditions
• Variations caused by substrates
• Variations caused by application methods
• Variations caused by screen displays or printed materials
• UV-related fading or yellowing
• Dissatisfaction with colour, shade, tone, or finish after application

Site & Environmental Conditions

• Substrate movement
• Structural movement
• Site conditions outside GoPoxy’s control
• Environmental conditions outside GoPoxy’s control
• Moisture ingress
• Water penetration behind tiled surfaces
• Inadequate waterproofing systems
• Damp or contaminated substrates
• Substrate contamination
• Movement, settlement, or failure of surrounding building materials

Compatible Materials & Third-Party Products

This warranty does not cover performance issues arising from the use of incompatible third-party products including, but not limited to:

• Primers
• Sealers
• Cleaning products
• Protection products
• Adhesives
• Surface treatments
• Installation accessories

Product performance may be affected by materials and products outside of GoPoxy’s control.

Labour & Associated Costs

• Labour costs
• Removal costs
• Reinstallation costs
• Professional contractor costs

Damage & Consequential Loss

• Damage arising from removal or attempted removal
• Damage to tiles
• Damage to substrates
• Damage to fixtures
• Damage to sanitaryware
• Damage to surrounding materials
• Indirect losses
• Consequential losses
• Business interruption
• Loss of profit

Product Alteration

• Partially used products
• Opened products
• Altered products
• Products stored after opening in a manner which may affect performance

Liability is limited strictly to replacement or refund of the product supplied.

 

9. Colour Variation & Product Performance Limitations

Colour charts, RAL references, samples, photographs, videos, printed materials, and digital/on-screen representations are provided for guidance only.

Variations in colour, shade, tone, and finish may occur between:

• Batches
• Production periods
• Lighting conditions
• Devices and screens
• Print runs
• Application methods
• Substrates
• Environmental conditions

Slight variation is normal within resin and pigment-based products.

Due to ongoing product development and manufacturing improvements, current production may differ from previous colour charts or samples.

For larger installations, we recommend using material from the same batch where possible.

Coverage calculators, estimates, and consumption guidance are provided for estimation purposes only.

Actual product usage may vary depending upon:

• Tile dimensions
• Joint dimensions
• Substrate conditions
• Application methods
• Installer technique
• Site conditions
• Wastage

A small inconspicuous test area must always be completed prior to full application.

Natural stone, porous materials, textured surfaces, polished surfaces, and other sensitive substrates may react differently to resin and pigment-based products. Suitability testing must always be completed prior to installation.

GoPoxy accepts no liability for dissatisfaction with colour, appearance, finish, or estimated product consumption.

 

10. Claims Process

To make a claim you must:

• Contact GoPoxy within the warranty period
• Provide proof of purchase
• Provide batch number information
• Provide photographs
• Provide relevant installation information

We reserve the right to:

• Request additional information
• Request product samples
• Inspect the installation
• Reject claims where sufficient information is not provided

Any issue or suspected defect must be reported:

• As soon as reasonably practicable; and
• Within 14 days of becoming apparent

 

11. Limitation of Liability

GoPoxy’s liability is limited to:

• Replacement of the product; or
• Refund of the original purchase price

To the fullest extent permitted by law, GoPoxy shall not be liable for:

• Labour costs
• Installation costs
• Removal costs
• Reinstallation costs
• Indirect losses
• Consequential losses
• Business interruption
• Loss of profit

 

12. Statutory Rights

This warranty is provided in addition to, and does not affect, any statutory rights available under applicable law.

 

13. Document Control

This Warranty Policy is a controlled document and may be amended, updated, or replaced from time to time.

Users, installers, distributors, stockists, resellers, contractors, and other third parties should ensure they are referring to the latest version available from GoPoxy prior to purchase, installation, or use.

The latest official version of this Warranty Policy is available at:

www.gopoxy.co.uk/pages/warranty-policy

 

14. Governing Law & International Sales

This warranty and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of Scotland.

The Scottish courts shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this warranty.

For products purchased outside the United Kingdom:

• This warranty applies strictly to the product supplied.
• GoPoxy shall not be liable for shipping, transportation, import duties, taxes, labour, local compliance costs, or other associated expenses.
• Any replacement or refund shall be limited to the original purchase price of the product.

Where products are supplied through distributors, stockists, resellers, or third parties, all warranty claims must be directed through the original point of purchase.

 

15. Company Details

Portico Commerce Limited T/A GoPoxy

Website: www.gopoxy.co.uk
Email: support@gopoxy.co.uk

Registered Office:

124 City Road
London
EC1V 2NX
United Kingdom

Warranty Policy Version 2.1
Issue Date: February 2026