Warranty Policy

Contact Information

Questions about the Warranty Policy may be directed to:

Business Name: The Fireplace USA

Email: support@thefireplaceusa.com

Phone Number: (651) 964-1301

Customer Service Hours: Mon–Fri 9am–5pm PST

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Manufacturer Warranty Coverage

All full fireplaces and heating products sold by The Fireplace USA are backed by a manufacturer warranty. Replacement parts, accessories, and consumable components may carry limited or no warranty coverage.

Warranty terms vary by manufacturer and model. Refer to the product page or linked brochure for full details.

If you are unable to locate warranty information for your product, our team is available to assist.

What Is Covered by a Warranty

Manufacturer warranties generally cover defects in materials or workmanship that result in product malfunction under normal residential use.

Examples may include:

• Internal component failure due to manufacturing defect
• Defective control boards or wiring
• Factory-installed parts that fail prematurely

Coverage duration varies by brand and product type and may range from one year to limited lifetime coverage.

What Is Not Covered

Manufacturer warranties generally do not cover:

• Improper installation
  
• Damage from misuse, neglect, or modification
• Commercial use (unless specifically approved by the manufacturer)
• Cosmetic damage occurring after installation
• Normal wear from regular use

Professional installation by a licensed and qualified technician is strongly recommended and may be required to maintain warranty eligibility.

How to Submit a Warranty Claim

If you believe your product is defective:

1. Contact our support team at support@thefireplaceusa.com
2. Provide your order number
3. Include photos or videos and a brief description of the issue

Depending on the manufacturer’s process, we will either:

• Coordinate the claim directly on your behalf, or
• Connect you with the manufacturer’s warranty department

We remain available to assist throughout the warranty process.

Warranty Terms

Manufacturer warranties typically provide replacement parts for verified defects rather than full unit replacements.

Labor, installation, and service costs are generally not included unless explicitly stated by the manufacturer.

The Fireplace USA does not provide additional warranties beyond those offered by the manufacturer. Final approval, coverage decisions, and remedies are determined by the manufacturer’s official warranty terms.