Warranty Policy

Please read before installation. We want you to be completely happy with your electric fire. The information below explains our warranty and return policies.

Please note: All warranties are provided by the manufacturer, not by Twilight Fires. Each manufacturer sets their own warranty terms, including whether labour is included. We assist in processing all warranty claims, but we cannot override manufacturer policies.

Warranty Coverage

Our warranty begins on the purchase date and covers defects in materials and workmanship under normal use. If a manufacturing fault arises, we will, at our discretion and in line with the Consumer Rights Act 2015, repair, replace or refund the product.

This warranty does not cover:

• Improper installation or failure to follow the installation manual
• Lack of maintenance or cleaning
• Natural wear and tear
• Extreme weather conditions
• External factors beyond our control

Proof of purchase is required for any claim. The warranty is non-transferable and applies only to the original purchaser.

Installation Responsibility

To maintain warranty coverage and performance, all fires must be installed in accordance with the manufacturer instructions and our Installation and Safety Guide.

• The warranty applies to the fire unit only.
• Media wall construction, cabinetry, decoration and any dismantling or alteration costs are the responsibility of the customer and or their installer.
• Do not book installation until the fire has been delivered and inspected.

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 from incorrect wiring or use of extension leads
• Fires not tested prior to installation
• Costs associated with media wall dismantling, removal or reconstruction

These issues may be chargeable for diagnosis or repair.

Tip: Always test the fire before installing and protect it during building works. We 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 specific warranty period for your model

All warranty claims are assessed individually. If you are unsure whether your issue qualifies, please contact us.

All faults must be reported before installation. Damage caused during installation is not covered under warranty. Once the fire has been installed, the warranty covers replacement parts only. Labour, removal, reinstallation or third-party fitting costs are not included.

Returns

You may return unused and undamaged items in their original packaging within 14 days of delivery under your statutory right to cancel. The buyer is responsible for return shipping unless the item is faulty or incorrect. Please see our Returns and Refunds Policy for full details.

Returns will not be accepted on fires that have been:

• Installed
• Altered in any way
• Used outside a standard electrical setup such as via extension leads

Need help

If you have any concerns before, during or after installation, please get in touch. We are happy to offer support, guidance or advice.

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