Warranty Policy

⚠️ Please Read Before Installation

At Twilight Fires, we want you to be completely happy with your electric fire. To ensure a smooth experience, please carefully read the information below regarding our warranty and return policies.

🔧 Warranty Coverage

Our warranty begins from the date of purchase and covers defects in materials and workmanship under normal use. If any issues arise due to a manufacturing fault, we will, at our discretion, repair or replace the product.

This warranty does not cover damage caused by:

• Improper installation
• Lack of maintenance
• Natural wear and tear
• Extreme weather conditions
• External factors beyond our control

To make a claim, proof of purchase will be required. The warranty is non-transferable and applies only to the original purchaser.

📌 Installation Responsibility

To maintain your product’s warranty and performance, all fires must be installed in accordance with the manufacturer’s instructions and our Installation & Safety Guide.

⚠️ What is NOT Covered Under Warranty:

• Damage or faults caused during or after installation
• Noisy motors or fans due to dust, plaster, or debris entering the unit
• Cracked glass, bent frames, or broken components caused by mishandling
• Electrical damage resulting from incorrect wiring or the use of extension leads
• Fires installed without testing or used in non-standard ways

👉 These types of issues may be chargeable for diagnosis or repair.

💡 Tip: Always test the fire before installing, and protect it during building works. We strongly recommend taking photos during the build for your records.

✅ What IS Covered:

• Manufacturing faults present before installation
• Functional defects caused by internal components (not impacted by misuse)
• Faulty parts reported within 12 months (or within the warranty period specific to your fire) of the order date.

All warranty claims are assessed individually. If you’re unsure whether your issue qualifies, please contact us and we’ll be happy to help.

📦 Returns

You may return unused, undamaged items in original packaging within 14 days of delivery in line with your right to cancel. Buyer is responsible for return shipping unless the item is faulty or incorrect. Contact us per our Returns and Refunds policy

Returns are not accepted on fires that have been:

• Installed
• Altered in any way
• Used outside standard electrical setup (e.g. via extension leads)

💬 Need Help?

If you have any concerns before, during, or after installation, just reach out. We’re always happy to offer support, guidance, or advice.

📧 Email: info@twilightfires.co.uk
📞 Phone: 0330 043 0631