Synthetic Thatch & Bamboo Warranty
Every ONETHATCH® roof, fence and feature wall is crafted to keep its natural beauty season after season, and each one is backed by a written limited warranty. Our synthetic thatch, synthetic bamboo, bamboo fencing and woven matting carry a 20-year limited warranty, while aluminum bamboo and bamboo torches have terms of their own. Here is what each warranty covers, how to register your product and how to make a claim.
Warranty Coverage at a Glance
| Product line | Warranty | What it covers | Registration |
|---|---|---|---|
| Synthetic thatchONETHATCH PALM (NIPA, FAN, RAINCAPE), REED and STRAW panels with their matching eave, starter, hip and ridge pieces; standard and FR versions | 20-year limited warranty | Rot or decay, delamination and UV degradation for 20 years; base-color fading in the first 10 years | Register your warranty |
| Synthetic bambooPoles, slats, split bamboo and half-rounds, bamboo panels and pelupuh; standard and FR versions | 20-year limited warranty | Rot or decay, delamination and UV degradation for 20 years; base-color fading in the first 10 years | Register your warranty |
| Bamboo fencingSynthetic bamboo fence panels in every Japanese style, with their aluminum frames and posts; standard and FR versions | 20-year limited warranty | Bamboo panels: rot or decay, delamination, UV degradation, and base-color fading in the first 10 years. Frames and posts: coating failure and corrosion that weakens the aluminum | Register your warranty |
| Woven mattingSynthetic woven bamboo matting sheets and rolls, standard and FR versions | 20-year limited warranty | Rot or decay, delamination and UV degradation for 20 years; base-color fading in the first 10 years | Register your warranty |
| Aluminum bambooStandard coating | 6-year limited warranty | Coating failure (peeling, flaking or blistering) and corrosion that perforates or weakens the aluminum | Register your warranty |
| Aluminum bambooPremium coating | 10-year limited warranty | Coating failure (peeling, flaking or blistering) and corrosion that perforates or weakens the aluminum | Register your warranty |
| Bamboo torchesTorches in Sundried, Weathered and Brown | 3-year limited warranty | Sudden base-color fading, rot or decay and UV degradation | Register your warranty |
Delamination is covered over more than 45% of a piece’s exposed surface, and base-color fading at a change of 50% or more, measured to ASTM D2244. In our thatch, synthetic bamboo, bamboo fencing and woven matting, the color warranty covers the base color compounded into the material itself. Printed, painted or hand-applied textures, node details and weathering accents on synthetic bamboo, fencing and matting are a decorative surface finish that mellows over time, so they are not covered by the color warranty, and neither is color change of the aluminum coatings on fence frames and aluminum bamboo.
How Your Warranty Works
Our 20-year limited warranties for synthetic thatch, synthetic bamboo, bamboo fencing and woven matting work like this. Coverage starts when installation is completed, and no later than 12 months after the invoice date.
Register within 30 days
Register your product online within 30 days of installation, with your proof of purchase and at least three photos of the finished installation from different angles.
Years 1–10: free replacement
If a covered defect appears in the first ten years, we supply replacement product for the affected pieces free of charge, or refund their price, at our option.
Years 11–20: our share continues
From year eleven our share is 50%, falling by 5% each year to 5% in year twenty. You may buy replacement product at our standard price reduced by our share, or receive a refund of the price paid times our share, at our option.
Installed right, covered right
The warranty belongs to the owner of the property at the time of installation and is not transferable. It covers the product itself, up to the price paid, not labor, removal or reinstallation. It applies when the product was bought new from ONETHATCH or an authorized distributor, installed by a competent contractor following our instructions, used as intended and cared for as its warranty describes.
Aluminum bamboo is replaced free of charge for the first 3 years with the standard coating and the first 5 years with the premium coating, then at a reducing share. Bamboo torches are replaced free of charge for the full 3 years.
Register Your Product
Thank you for choosing ONETHATCH®. Select your product below to register your warranty within 30 days of installation (bamboo torches: within 30 days of delivery). Each form lists the details and photos it needs.
How to Make a Warranty Claim
Write to us within 30 days
Email sales@onethatch.com within the warranty period and within 30 days of discovering the defect.
Send the details
Include your proof of purchase, registration confirmation, installation address and date, your installer’s name, a description of the defect and when you noticed it, and clear photos of it, the whole installation and its fixings. For bamboo torches, your order number and invoice are enough in place of the installation details.
Keep it in place
Apart from temporary measures to prevent further damage, don’t remove or repair the product before we have reviewed your claim, as products removed or repaired first are not covered. We may inspect the installation or ask for samples.
Our written decision
We aim to give you our decision in writing within 60 days of receiving a complete claim, and within 30 days for bamboo torches.
Full Warranty Terms
The complete terms for each product line, including conditions, exclusions and the claims process, are set out in its warranty document. Each document is dated October 2026 and applies to products bought on or after that date; for earlier purchases, the version in effect on the date of purchase applies.
Warranty Questions
It depends on the product line. ONETHATCH synthetic thatch, synthetic bamboo poles, slats, split bamboo, panels and pelupuh, bamboo fencing and woven matting carry a 20-year limited warranty. Aluminum bamboo carries a 6-year limited warranty with the standard coating and 10 years with the premium coating, and bamboo torches carry a 3-year limited warranty. Each warranty starts when installation is completed, and no later than 12 months after the invoice date; for bamboo torches it starts on delivery.
The ONETHATCH synthetic thatch warranty covers rot or decay, delamination over more than 45% of a panel’s exposed surface, and UV degradation that makes the thatch crack, turn brittle or break under normal use, equal to a loss of 50% or more of its original design properties, for 20 years. It also covers fading of the base color by 50% or more, measured to ASTM D2244, in the first 10 years. The thatch is UV-stabilized HDPE that passed 5,000 hours of ASTM G155 testing at Micom Laboratories, an independent Canadian laboratory, with no significant color change (report MI-25-17428-1).
Yes, on our 20-year warranties after the first ten years. For years 1–10, covered defects are remedied with free replacement product or a refund. From year eleven our share is 50%, falling by 5% each year to 5% in year twenty. Aluminum bamboo is replaced free for the first 3 years with the standard coating (then 50%, 45% and 40% in years 4–6) or the first 5 years with the premium coating (then 50% in year 6, falling by 5% a year to 30% in year 10). Bamboo torches are replaced free for the full 3 years.
No. The warranty belongs to the original owner, meaning the owner of the building or property when the product is installed (for bamboo torches, the original purchaser), and it cannot be transferred or assigned.
Yes. Register your product on this page within 30 days of installation, with your proof of purchase and at least three photos of the finished installation from different angles. Bamboo torches are registered within 30 days of delivery, with your order number, a copy of your invoice and at least three photos of the torches as set up.
Yes, for the base color. On our 20-year lines, a change of 50% or more in the base color, measured to ASTM D2244, is covered in the first 10 years, and on bamboo torches for 3 years. Printed, painted or hand-applied textures and weathering accents on synthetic bamboo, fencing and matting are a decorative surface finish that mellows over time and is not covered, and neither is color change of the aluminum coatings on fence frames and aluminum bamboo.
The warranty covers defects in the product itself, not damage from outside causes. It excludes labor and other costs beyond the product, improper installation or storage, severe weather such as hurricanes and named storms, fire and heat, impact, chemicals and pressure washing, misuse, and normal weathering. Each warranty document lists its exclusions in full.
No. The warranty covers the product itself, so labor, removal, reinstallation and other non-product costs are not included. To keep your coverage valid, have the product installed by a competent contractor following ONETHATCH installation instructions.
Email sales@onethatch.com within the warranty period and within 30 days of discovering the defect. Include your proof of purchase, registration confirmation, installation address and date, your installer’s name, a description of the defect and when you noticed it, and clear photos of it and of the whole installation. We aim to reply in writing within 60 days of receiving a complete claim, and within 30 days for bamboo torches.
Aluminum bamboo carries a 6-year limited warranty with the standard coating and a 10-year limited warranty with the premium coating, both covering coating failure and corrosion that perforates or weakens the aluminum. ONETHATCH bamboo torches carry a 3-year limited warranty against sudden base-color fading, rot or decay and UV degradation; the oil canisters and fiberglass wicks are consumables and are not covered.
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