Pure Flame Co Limited Warranty
We stand behind every flame feature we sell. Supplied products are backed by their respective manufacturers against manufacturing defects in materials and workmanship, starting on your delivery date. (Just to give you a general idea—see the table below.)
Coverage Summary
| Product category | Warranty term |
|---|---|
| Electric fireplaces & inserts | 2 years parts & labour |
| Ethanol & water-vapor burners | 2 years parts (excludes consumables) |
| Vent-free gas log sets | 1 year parts · 5 years burner body |
| Outdoor fire pits & tables | 1 year powder-coat finish · lifetime stainless fire bowl |
| Patio heaters | 1 year parts |
| Accessories & controls | 1 year |
What the Warranty Covers
- Defects in materials or workmanship under normal residential use
- Replacement of defective components or, at our discretion, a comparable new unit
- Pre-paid return freight on approved claims within the contiguous United States
What the Warranty Does Not Cover
- Damage from improper installation, misuse or unauthorised modification
- Consumables (ethanol fuel, batteries, gaskets, cleaning cloths)
- Normal wear and tear (finish discoloration outdoors, glass scratches)
- Commercial or rental use unless your order is covered under our separate Trade warranty
How to File a Warranty Claim
- Locate your order confirmation email and take clear photos or a short video of the issue.
- Submit an email to support@pureflameco.com with:
• Order number
• Serial / model number
• Description of the fault
• Photos / video
- Our technical team responds within 1 business day with troubleshooting steps or claim approval.
- Once approved, we ship replacement parts free of charge. If a full unit swap is required, we’ll arrange a prepaid pickup and ship the replacement once the carrier scan confirms the item is in transit.
Contact
Business Name: Pure Flame Co (operated by DirectMax LLC)
Sales/Use Tax License No.: 24055758
Business Start Date: February 1, 2023
Registered Address (United States): 30 N Gould St Ste 31899. Sheridan, WY 82801-6317
Email: support@pureflameco.com
Phone: +1 (833) 922-6460
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
Questions? Start a live chat (bottom-right bubble) or email us at support@pureflameco.com. We reply within one business day.
