What is covered
One-year warrantyFaults not caused by misuse are repaired free, with parts, for one year after delivery. After that we keep supporting the fireplace with paid repairs and parts.
Spare parts in 24 hoursOnce a fault is confirmed, the replacement part leaves our warehouse within 24 hours.
Same-day diagnosisSend a photo or a video of the problem; common faults are diagnosed and answered on the same working day.
Transit damage coveredReport any damage within 24 hours of delivery, with photos, and we handle the insurance claim or send a replacement.
How to report a fault
- Send us the model, your order details and a photo or short video of the fault.
- We diagnose common faults and reply on the same working day.
- Once the fault is confirmed, the spare part ships within 24 hours.
Transit damage: report it within 24 hours of delivery, with photos of the crate and the unit.
Spare parts we keep
- Remote controls
- Hand-painted logs and birch logs
- Ultra-clear tempered front glass and clips
- Main boards and fans
- Atomizers and water hoses for water vapor fireplaces
- Glass cleaner