We stand behind the quality of every EcoSmart Fire product. Whether you own a fire table, a designer fireplace, or a built-in unit, this article explains what our manufacturer’s warranty covers, how long it lasts, and what falls outside its scope.
Warranty Period
Two year warranty from date of purchase on Flex models, stainless steel parts, including raw, linished and powder coated and black ceramic coated.
One year warranty from date of purchase on mild steel, including powder coated and chrome plated, cement, glass, leather, fabric, teak and MDF (painted or cemented rendered).
One year warranty from date of purchase on electric fireplaces.
What the Warranty Covers
Our warranty covers defects in materials and workmanship under normal use, including:
Structural defects - fractures, deformation, or component failures inconsistent with normal use
Manufacturing faults that affect function or structural integrity
Surface coating failures (bubbling, peeling) not caused by misuse or environmental factors
Material defects reasonably present at the time of manufacture
What the Warranty Does Not Cover
Chips, scratches, or surface damage from handling, installation, or everyday use
Damage caused by misuse, incorrect installation, or unauthorised modifications
Normal wear and ageing, including cosmetic changes to natural materials over time
Damage caused by environmental exposure beyond the product’s specified use - including moisture, condensation, UV, extreme temperatures, or coastal conditions
Failure to follow care and maintenance instructions provided with your product
Natural material variations - these are inherent characteristics, not defects
A Note on Natural Materials
Many of our products use natural materials like concrete, teak wood, and marble. These materials are beautiful and durable, but they do change over time. Minor variations in colour, texture, and surface appearance are part of what makes them unique - and are not considered manufacturing defects.
Before You Start a Claim
Let’s make sure we get you to the right place.
If you bought directly from us, you’re in the right place. Click the chat icon below to get started.
If you purchased through one of our retail partners (online or in-store), the fastest and correct first step is to contact that retailer’s customer service team. They can verify your order, confirm eligibility, and work directly with us behind the scenes if needed.
Have the following ready before contacting them:
Order confirmation number
Photos or videos of the unit
Summary of the problem
Installation photos (if applicable)
Retailers manage warranty and service requests for their customers, and this ensures you get the quickest resolution without duplicate steps.
If Something Goes Wrong
If you believe your product has a defect, we want to hear about it. You can start a claim in two ways:
Order Details: The order notification emails you received include a link to your order details page. Alternatively, if you have an account, you can click the Account icon (next to the cart icon) and go to Orders.
Live Chat: While browsing the website, you can click the chat icon at the bottom left of the page to start a conversation. Just mention that you need to submit a warranty claim, and the system will guide you through the process.
Every claim is reviewed individually by a member of our team, and we’ll work with you to find the best path forward.