Any complaints concerning ceramic tile products must be made before the tiles are installed. An installed product is considered to have been accepted by the customer.
The flawlessness and accuracy of products must always be verified before installation. In the acceptance inspection, claims may only be made regarding such faults or defects that could not reasonably have been made during previous inspections. In order to be considered, the defect must be immediately apparent in an independent review carried out with the typical precision of final and guarantee inspections in construction. Defects that are only visible in a certain light or certain areas of the room, or visible only when pointed out or visible in another similar manner are not classified as defects in this sense.
The RYL/SisäRYL instructions, references to standards, and regulations must be taken into account during evaluation. Existing standards
determine the level of quality required for 1st selection products. Other selections are not subject to standard requirements, and instead their
aesthetic level of quality is determined by the factory. Fabricated shapes included in tile sets are generally considered products that fall outside
of the standards and are thus not subject to the same requirements as the basic tiles themselves.
The sorting of ceramic tiles according to the standards provides the following product specifications: At least 95% of the tiles must be free of any visible defect that would have an impact on the appearance of a more extensive tiled surface. In practice, this means that a 5% sorting error is possible. This means that the tile installer must monitor the tile quality during tiling – a defect in a tile may not necessarily mean that the tile is unusable, as the partial tiles are always required for tiling and the defect may be in a section of tile that is removed. Ceramic tiles are sorted lot-specifically into selections based on shade and size, which are indicated on the packaging. These factors should be taken into account while tiling and particularly during further tiling. In general, ceramic tiles and particularly tiles with multicolored product properties are recommended to be tiled such that different tile packages are mixed. The use of multiple colors in a tile, where a property of the product, is determined by the manufacturing plant and thus does not provide cause for a complaint.
Where using different color tiles on a single tiled surface or creating tiling patterns, the compatibility of sizes should be taken into account when placing the order based on possible size codes or other reliable means of comparison. The joints of ceramic tiles are determined on a case-by-case basis depending on the size of the tiles used, the manufacturing method, and the overall aesthetic. In determining the joint size, the impact of the size tolerance based
on the tile's manufacturing method must also be taken into account. Ceramic tiles also include tiles where the glazing properties include a Craquelure-type pattern of surface cracks (such as antique glaze). This property is thus not a defect or provide cause for a complaint.
The verification of product defects in the event of a complaint must be based on a sufficiently large sample to ensure that the extent of the defect can be accurately determined. For this reason, the minimum inspection quantity is one unopened product package. Presenting a single tile or tile section as basis for a complaint does not constitute sufficient evidence of a defect or its extent (cf. the principal rule).
ABL-Laatat has produced cleaning and maintenance instructions for each product category, which can be found on our website. Where a complaint concerns the cleanability of a tile, you must first check whether the provided material-specific instructions have been complied with.
General criteria used in the assessment of defects – Ceramic tiles
The assessment is based on the samples and quality criteria in accordance with the delivery agreement and the supplementary general quality
requirements for construction (SisäRYL 2000). Defects can be divided into three categories:
1. Defects that require urgent rectification are defects that excessively hinder the use of the facility/apartment, endanger housing safety, or cause damage to or deterioration of structures. Such defects and shortcomings will be rectified without delay.
2. Technical defects that are normally measurable differences in thickness, etc.). This means that the demonstration of the defect is based on facts provided in advance by the manufacturer of the products or in the form of the quality requirements concerning construction (for example, SisäRYL 2000).
3. Aesthetic defects are ultimately assessed subjectively by each individual viewer. Where necessary, a normative statement regarding the general level of quality from a goods inspector, who specializes in the field, can also be requested for such defects. The fundamental principle is that in order to be taken into account, the defect must be immediately apparent in an independent review, which is carried out with the typical precision of final and guarantee inspections in construction. This means an examination from a standing position perpendicular to the floor surface at a distance of 1.5 meters under typical natural or artificial light in the area.
Defects that are only visible in a certain light or certain areas of the room, or visible only when pointed out or visible in another similar manner are not classified as defects in this sense. Such lighting conditions where the source of light is behind the examined surface and placed at a very low angle should also be considered to differ from typical natural or artificial light. This comprises windows that extend near to the floor, for example. Particularly in the case of materials with shiny surfaces, the reflection of marks created during the application of adhesive or filler, seams, etc. cannot be completely eliminated. Other normal variations in the surface quality are also highlighted in such conditions.