REMOTE CONTROL FUNCTIONS
Terms and Conditions
We reserve the right to reject any claim or make a charge for any visit where the cause of the defect is due to non-compliance with the installation and/or servicing instructions or misuse of the appliance. We may also reject any claim which may
If a repair is chargeable during the warranty period, we will inform you and where possible, provide a quote or price guide before starting work. We cannot always give a firm cost until we commence the repair as it is not always possible to identify which components have been damaged.
Repaired or replaced products are covered only for the remainder of the original guarantee period and the guarantee period will not be extended even if we repair or replace any product or part.
If we replace any component or product, the component or product removed will become our property.
We will not accept or reimburse the cost(s) of any third party who undertakes any work carried out on the product or fits parts, unless we have approved such work in advance of it being carried out.
The Manufacturer’s guarantee does not apply to:
Damaged caused by faulty installation, theft, tampering, neglect, misuse, normal wear and tear, accident, fire, flood, explosion, lightning, storms, frost or other bad weather conditions.
Damage caused by the non-observance of the Manufacturer’s Installation Instructions.
Any unauthorised adjustments made to the product by a third party.
Servicing and its associated costs.
Self-maintenance tasks such as cleaning.
How do I make a claim?
– Full name, address, contact number and email address
– Name of product
– Name of retailer whom you purchased the fire from
– Description of the fault
– Serial number of the appliance
– Proof of purchase if not registered for full 3 years
One of our customer service team will be in contact to resolve the issue
When does my guarantee start?
What is not covered by the guarantee?
– Fuel bed items (logs, crystals, slate)