Warranty Details

Viewrail reserves the right to either refund, repair, or replace the product under warranty. Warranties will cover the cost of the product, but will not cover the cost of removal or installation unless your order meets the requirements of Viewrail’s labor and workmanship warranty. Any labor warranty in subject to prior approval of a Viewrail field service manager. For both Endurance and 2205 Stainless Steel warranties, after 5 years the relevant warranty will specifically cover the affected parts of the system. Any unaffected parts are not covered. In the event of a claim, we may require the old part back for testing or that you provide photos or video of the issue. All replacements and solutions are at the discretion of Viewrail to offer. To file a claim, please contact Viewrail. Include your original order number, a brief description of the issue, and pictures of the issue.

Viewrail provides a 5-year warranty on the structural integrity of all custom manufactured, in-house finished wood products under normal use. This warranty is valid provided the products are maintained in accordance with our guidelines, as noted below.

To ensure optimal performance and maintain warranty coverage, Viewrail wood products must be kept in a temperature and humidity controlled environment for the entire lifespan of the product. Temperature must be maintained between 60-80° F. Humidity must be kept within the relative humidity (RH) range of 30-50%. This range ensures that the wood maintains its equilibrium moisture content (EMC), minimizing the risk of expansion, contraction, or warping. Our product must be kept within these ranges at all times and may not fall outside the acceptable range for a sustained period of more than 24 hours for any reason.

• Too Low RH (<30%): Wood loses moisture, leading to shrinkage, cracks, and gaps between boards.
• Too High RH (>50%): Wood absorbs moisture, which can result in swelling, cupping, or buckling.

Product shall be acclimated to the environment in which it will be installed for a minimum of 72 hours prior to installation. Store Product prior to installation on a flat, level, clean surface. Product shall be elevated off the floor and protected from sunlight, excessive heat, cold, moisture, and relative humidity variations. During storage, if humidity levels are too high, wood can absorb excess moisture, leading to swelling and delamination. Conversely, low humidity can dry out the wood, causing it to shrink, split, or warp. Temperature changes exacerbate these effects because warmer air can hold more moisture, affecting the wood’s moisture content (MC) even further. For example, in colder climates with lower humidity, wood tends to lose moisture, leading to shrinkage. Meanwhile, in more humid environments, it absorbs moisture, leading to swelling.

Maintain a temperature and humidity controlled environment for the entire lifespan of the product. After installation, maintaining stable indoor conditions is essential to prevent post-installation issues. The wood should reach its equilibrium moisture content (EMC), where it no longer exchanges moisture with the surrounding air as long as it is kept within the ranges noted above. Achieving this balance prevents the wood from distorting after installation.

Failure to adhere to these environmental requirements may lead to product degradation, and void the warranty.

Viewrail’s long-length handrails and glass caps are within an acceptable range of variance up to 1/16″ of warp per foot in length.

The following are excluded from this warranty:

• Non-Finished Wood Products: Viewrail does not offer a warranty on any wood products that are not finished and/or sealed in our facility.
• Stain & Finish: Viewrail does not provide a warranty for stain color retention, color match, or finish performance.
• Normal Wear & Tear: Natural aging, surface scratches, and slight color changes or fading from sunlight exposure are not covered under this warranty.
• Improper Installation or Maintenance: Any damage resulting from failure to follow installation or maintenance guidelines is not covered under this warranty.
• Improper Environmental Conditions: Damage resulting from failure to maintain the recommended indoor temperature and humidity levels is not covered under this warranty.
• Exposure to Extreme Conditions: Damage from exposure to fire, floods, hurricanes, earthquakes, or any other natural disasters.
• Abuse or Misuse: Damage caused by neglect, accidents, improper cleaning, or any use beyond the intended purpose of the product.

• Cleaning: Use a damp cloth for regular dusting, and avoid harsh chemicals. Opt for a gentle cleaner designed for wood to maintain the finish.
• Humidity: Keep indoor humidity levels between 30%-50% to prevent warping or cracking of wood due to excessive dryness or moisture.
• Temperature Control: Maintain stable indoor temperatures between 60-80°F to preemptively reduce expanding or contracting.
• Protection: Periodically apply a protective finish like Conversion Varnish, which is used on Viewrail products for durability.

This limited 5 year warranty applies exclusively to our Thermally Modified (Endurance) and Ipe wood products, the only products designed and intended for outdoor use. This warranty ensures that these products will remain structurally sound and free from defects in material or craftsmanship under normal use.

Maintain a temperature and humidity controlled environment for the entire lifespan of the product. After installation, maintaining stable indoor conditions is essential to prevent post-installation issues. The wood should reach its equilibrium moisture content (EMC), where it no longer exchanges moisture with the surrounding air as long as it is kept within the ranges noted above. Achieving this balance prevents the wood from distorting after installation.

• Proper Installation: The product must be installed in accordance with our installation instructions and guidelines.
• Regular Maintenance: Regular cleaning and maintenance must be performed, including sealing and staining as necessary to maintain the wood’s longevity and aesthetic appeal.
• Appropriate Use: The product must be used solely for outdoor applications for which it was designed.
• Proper Ventilation & Drainage: The product must have adequate ventilation and drainage to allow for proper air circulation.

Viewrail recommends our in-house Mocha finish on all Endurance products, and re-sealing every six months to prolong the life of the product. Failure to adhere to these environmental requirements may lead to product degradation, and void the warranty.

The following are excluded from this warranty:

• Improper Installation: Viewrail does not offer a warranty on any wood products that are damaged due to failure of following our installation instructions.
• Improper Maintenance: Any damage caused by improper cleaning, sealing, or failure to perform routine maintenance is not covered under this warranty.
• Natural Weathering: Fading, color changes, or weathering of wood over time is a natural process and is not covered by this warranty.
• Surface Cracking: Minor surface cracks or checking that do not affect the structural integrity of the wood.
• Exposure to Extreme Conditions: Damage from exposure to fire, floods, hurricanes, earthquakes, or any other natural disasters.
• Abuse or Misuse: Damage caused by neglect, accidents, improper cleaning, or any use beyond the intended purpose of the product.

Proper care can be summarized in the following four categories:

• Cleaning: Regularly clean with mild soap and water. For deeper cleaning, use a wood- specific cleaner to remove stains, dirt, and mildew.
• Sealing: While Ipe and thermally modified wood are highly durable, periodic sealing can help maintain their color and enhance longevity. Ipe naturally resists decay and insects, but oil treatments can prevent the wood from graying over time.
• UV Protection: Use a UV-resistant finish to prevent sun damage. Over time, UV exposure can cause fading, so regular treatment will help preserve the original appearance.
• Maintenance: Depending on weather exposure, it may be necessary to sand and re-apply finishes every 6 months to 1 year.

Viewrail warrants that all metal products will be free from defects in material and workmanship under normal use applications. Viewrail offers a 10 year warranty on the structural integrity of the custom-made metal products.

Viewrail warrants that all Viewrail stringers, plates, and brackets shall be free from defects in material and workmanship under normal use, conditions, installation, and maintenance in accordance with product specifications for 10 years from the date of purchase. Any exterior application of the FLIGHT product line must be disclosed at the time of purchase and the proper materials must be selected at that time.

Standard powder coats are warrantied for 1 year for exterior projects and up to 5 years for interior projects to cover fading, adhesion, and corrosion as a result of finish failure. *This warranty covers normal uses and will not include impact upon the finish from objects. For interior and exterior use, the warranty will cover any location 10 miles from saltwater and does not cover “acts of God.” It is important to note that if a standard powder coat is applied on 2205 Stainless Steel, this is not considered a coastal solution. While the actual steel will be unaffected, it is likely the standard powder coat will begin to chip or fade when exposed to salt. Any standard powder coat within 10 miles of the coast will not be warrantied. For best results, use a standard powder coat anywhere intense weathering is not a threat. *As Defined By:

• Color retention: <5 delta E
• Chalk resistance: chalk 8
• Gloss retention: 30% retention

Endurance Powder Coats are warrantied for 10 years to cover fading, adhesion, and corrosion as a result of finish failure.** This warranty is applicable under normal use and does not include impact upon the finish from objects. For interior and exterior projects, this includes any coastal or non-coastal location, but does not cover “acts of God.” It is important to note that due to the chemical nature of 304 stainless steel an Endurance Powder Coat will not make this a coastal solution. Any Endurance Powder Coat on a 304 stainless steel post will not be warrantied within 10 miles of saltwater. For best results, use Endurance Powder Coats anywhere close to saltwater, or any exterior project receiving intense, direct sunlight. Endurance powder is designed to withstand UV rays and saltwater corrosion. If a successful warranty claim is filed:

• Within 5 years, 100% of your product cost will be replaced.
• Between 5-6 years, 75% of your affected product cost will be covered.
• Between 6-7 years, 65% of your affected product cost will be covered.
• Between 7-8 years, 50% of your affected product cost will be covered.
• Between 8-9 years, 40% of your affected product cost will be covered.
• Between 9-10 years, 25% of your affected product cost will be covered.

**As Defined By:

• **Color retention: <5 delta E
• Chalk resistance: chalk 8
• Gloss retention: 50% retention

A 304 stainless steel brushed finish is warrantied for 1 year for exterior projects and up to 5 years for interior projects. The warranty covers the finish of the steel and protects against corrosion. Corrosion will be defined as a structural and permanent defect in the steel. It is important to understand that surface corrosion is different from structural corrosion, in that surface corrosion can often be cleaned or removed with correct stainless steel cleaning equipment. This is available under normal use and does not include impact upon the finish from objects. For interior and exterior use, this includes any location 10 miles from a saltwater coast and does not cover “acts of God.” It is important to note that due to the chemical nature of 304 stainless steel an Endurance Powder Coat will not make this a coastal solution. Any Endurance Powder Coat on a 304 stainless steel post will not be warrantied within 10 miles of saltwater. For best results, use 304 stainless steel with a brushed finish anywhere acidic rain or salt corrosion is not a threat.

A 2205 stainless steel brushed finish is warrantied for 10 years. The warranty covers the finish of the steel and protects against corrosion. Corrosion will be defined as a structural and permanent defect in the steel. It is important to understand that surface corrosion is different from structural corrosion, in that surface corrosion can often be cleaned or removed with correct stainless steel cleaning equipment. This is available under normal use and does not include impact upon the finish from objects. For interior and exterior use, includes any coastal or non-coastal location, but  does not cover “acts of God.” It is important to note that if a standard powder coat is applied on 2205 stainless steel, this is not considered a coastal solution. While the actual steel will be unaffected, it is likely the Standard Powder Coat will begin to chip or fade when exposed to salt. Any standard powder coat within 10 miles of the coast will not be warrantied. Please note that on Long Island and coastal Connecticut a brushed 2205 finish on posts and handrails lowers the structural warranty to 5 years and there is no warranty against corrosion or discoloration due to the intense salt concentration there. We recommend aluminum with an Endurance finish. If a successful warranty claim is filed:

• Within 5 years, 100% of your product cost will be replaced.
• Between 5-6 years, 75% of your affected product cost will be covered.
• Between 6-7 years, 65% of your affected product cost will be covered.
• Between 7-8 years, 50% of your affected product cost will be covered.
• Between 8-9 years, 40% of your affected product cost will be covered.
• Between 9-10 years, 25% of your affected product cost will be covered.

Viewrail recommends using an Endurance finish for any exterior application within 10 miles of saltwater. The use of non-Endurance finish or 304 stainless steel posts/handrails within 10 miles of saltwater or customers in Long Island or coastal Connecticut will result in a null and voided warranty. Brushed 2205 stainless steel posts and handrails have a limited warranty in Long Island and coastal Connecticut. Refer to the “2205 Brushed Stainless Steel” section and the Coastal Environment Product Policy for more details.

Viewrail offers a 1-year labor and workmanship warranty from the date of purchase for products installed by a Viewrail certified installer. Damage suffered as a result of unintended use of the product, modifications by any third party, or “Acts of God” (i.e. house fire or natural disaster, etc.) are not covered as a part of the Viewrail labor and workmanship warranty. All labor and workmanship warranty claims are subject to prior approval of a Viewrail field service manager.

The Viewrail warranty applies only to normal use and reasonable wear conditions. Damage suffered as a result of unintended use of the product or “Acts of God” (ie. house fire or natural disaster, etc.) are not covered as a part of the Viewrail warranty. In the event a customer owes any unpaid balance to Viewrail, Viewrail reserves the right to disclaim all warranty coverage. Metal Products: Viewrail metal products that are not installed according to the provided installation instructions will result in a null and voided warranty. Products shall be used for their intended purpose only. Do not hang or support other products from the Viewrail railing infill systems. Doing so will result in a null and voided warranty. Wood Products: Viewrail offers a 5 year warranty on the structural integrity of all custom manufactured and finished wood products under normal use. Viewrail does not provide a warranty for wood products that it does not finish or seal in its facility. Viewrail does not offer a warranty on stain color retention, match, or finish performance. Viewrail’s long-length handrails or glass caps are considered within an acceptable range of variance up to 1/16″ of warp for each foot in length. Glass Products: Viewrail will replace glass panels that arrive at the shipping address damaged, chipped, scratched, or different from the approved drawings. Viewrail does not warranty third-party glass mounting hardware, as such, providing your own glass mounting hardware will result in a null and voided warranty. Any products which are not properly maintained according to the guidelines set in the “Care and Maintenance” section will result in a null and voided warranty.

It is the responsibility of the customer to uncrate and inspect all products prior to installation for damages within 5 business days of the delivery date. Damage claims must be filed with the Viewrail team within 5 business days of the delivery date. Damage claims filed after the product has been installed will not be honored, regardless of when they are filed. In the event of a product warranty claim or a damage claim, Viewrail may require the part be returned to its facilities or photos/videos be taken of the issue. All solutions and replacements are at the discretion of Viewrail to offer. See Return Policy for more details. To file a warranty claim, email [email protected]. Include your original order number, a brief description of the issue, and pictures of the issue. An installation that does not follow the Viewrail installation guidelines, or providing your own glass or hardware or panels or treads will result in a null and voided warranty. In the event of a powder coat warranty claim please please email [email protected] in order to obtain a chalk and gloss kit. Powder coat claims will only be considered if the issue is present in greater than 10% of the products in your system. Viewrail does not offer a warranty on iron balusters.