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Warranty

Pure Flame Co Limited Warranty

We stand behind every flame feature we sell. All Pure Flame Co–supplied products are backed by a minimum 1-year limited warranty against manufacturing defects in materials and workmanship, starting on your delivery date. (Select categories carry 2–5-year extensions—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

  1. Locate your order confirmation email and take clear photos or a short video of the issue.
  2. Submit an email to support@pureflameco.com with:
    • Order number
    • Serial / model number
    • Description of the fault
    • Photos / video
  3. Our technical team responds within 1 business day with troubleshooting steps or claim approval.
  4. 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.

📜 Legal Statement

This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Pure Flame Co’s liability is limited to repair, replacement or refund of the original purchase price at our discretion. Download the full warranty booklet here (PDF).


Questions? Start a live chat (bottom-right bubble) or email us at support@pureflameco.com. We reply within one business day.

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