PRW Process for an LoU (Letter of Understanding)

Schluter warranty’s can be found in the back of each product installation handbook.  Handbooks are included with Schluter products at the point of purchase, or may be downloadable through QR codes on product packaging, or downloaded from the Schluter APP or website. 

Warranty’s are automatically in effect when/if the Schluter product was installed according to handbook installation requirements.  The Schluter warranty umbrella will restore an application to original design if failure of an assembly is determined to be caused by defective product.

Failure to follow Schluter installation details outlined in the handbooks will void Schluter’s participation in warranty. 

Occasionally we are asked to provide an LoU (Letter of Understanding).  This is usually when a project requires an installation that falls outside the scope of the Schluter installation handbooks.  We provide job specific information to the technical team gathered from the industry professionals linked to the project. Technical determines the specifics to installation and outlines that in the LoU. 

Please note that the LoU is not a warranty.  It is a letter provide by Schluter Technical that is addressed to a specific party for a specific project.  This letter states which detail/deviations is approved for that project, and when followed per the LoU and detail from technical, the warranty in the back of the handbooks is in affect.  

MOVING FORWARD WITH A PRW for an LoU

The PRW is a form completed by the local Schluter Territory Manager that has all information needed for technical to review for an LoU.  Including below:
  • Contact information for all parties involved (Architects, Designers, Tile Contractor, General Contractor, Supplier, Owner, etc.).
    • Business Name
    • Contact Name/Job Title
    • Address
    • Phone and Email
  • Commercial Project Name and Address
    • Current stage of project
  • Application specific information
    • Which Schluter product is being requested?  
      • What is the application?
      • Are there any deviations from the standard details within the installation handbooks?
    • Total square feet
    • Substrate construction
      • Floor joist type and spacing
      • Subfloor type and thickness
    • Wall framing construction
    • Ceiling construction
    • Surface covering information
      • What type of tile?  What size and thickness?  If a natural stone, describe what type.
      • How many square feet
This information can be emailed to chill@schluter.com, or you may also include Scott Schilling, Commercial Territory Manager, at sschilling@schluter.com.  Collecting information may require a site visit by a Schluter representative, or we can also work remotely via FaceTime, ZOOM or Google.  You may also email us photos for any clarification that may be needed.

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