Warranty

All of our products come with a 5-year manufacturer’s warranty. The warranty covers the electric firebox, and all woodwork is excluded from the warranty.

The 5-year warranty is valid for 5 years from the date of purchase only (Included with this purchase). If you experience any faults during the specified warranty period, please our customer service team by email on sales@evolutionfires.ae or call us +971 58 515 4226

Repaired or replaced products are covered only for the remainder of the original guarantee period, which will not be extended even if we repair or replace any product or part. If we replace any component or product, the component or product removed will become our property.

For Appliances that are out of the 5-year warranty, we have 2 options available.

Option 1 – We can send you the parts out along with a to how to video. There will be a postage charge for this service.

Option 2 – We can send out an engineer. The cost will depend on your location. Please get in touch with our team so we can get you a quote sales@evolutionfires.ae

Please inspect all products fully before installation. We will not be held liable for product damages once the product has been installed. Products purchased from unauthorised sellers, including unauthorised websites, are not eligible for warranty benefits.  

The warranty is only valid while the product remains with the original purchaser. If the Item is installed in another home and has a new ownership, the warranty does not apply. In the event of such defects, Evolution Fires will, at its option, send out an engineer to repair the item or collect the item from your home and bring the item back to our factory for repair or send out a replacement product. If we send out a replacement product due to a fault, we will need you to have your current fireplace ready to be collected at the same time as the new one is delivered. There are no exceptions to this requirement. Please note if the current fireplace is not ready to be collected at the same time we will not be able to deliver the replacement fireplace. The foregoing is the exclusive remedy, and Firefly Direct disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular purpose.

The warranty commences from the date of purchase and is only valid from an authorized stockiest. 

We reserve the right to reject any claim or make a charge for any visit where the cause of the defect is due to non-compliance with the installation and/or servicing instructions or misuse of the appliance.

Repaired or replaced products are covered only for the remainder of the original warranty period and the warranty period will not be extended even if we repair or replace any product or part. If we replace any component or product, the component or product removed will become our property.

We will not accept or reimburse the cost(s) of any third party who undertakes work on the product or its parts unless we have approved such work in advance.

The Warranty does not cover

Damage caused by faulty installation, i.e. not leaving enough clearance above the air vents, theft, tampering, neglect, misuse, normal wear and tear, accident, fire, flood, explosion, lightning, storms, frost or other bad weather conditions.

Damage caused by the non-observance of the Manufacturer’s Installation Instructions.

Any unauthorised adjustments made to the product by a third party.

Servicing and its associated costs.

Self-maintenance tasks such as cleaning.

Remove the moulded plug from the electric fire.

Damage caused by the non-observance of the Manufacturer’s Installation Instructions.

Any unauthorised adjustments made to the product by a third party.

Servicing and its associated costs.

Self-maintenance tasks such as cleaning.

All woodwork

The warranty commences from the date of purchase and is only valid when purchased through an authorised stockist. We reserve the right to reject any claim or make a charge for any visit where the cause of the defect is due to non-compliance with the installation and/or servicing instructions or misuse of the appliance. 

If a repair is chargeable during the warranty period, we will inform you and where possible, provide a quote or price guide before starting work.  We cannot always give a firm cost until we commence the repair as it is not always possible to identify which components have been damaged.

Repaired or replaced products are covered only for the remainder of the original warranty period and the warranty period will not be extended even if we repair or replace any product or part. If we replace any component or product, the component or product removed will become our property.

We will not accept or reimburse the cost(s) of any third party who undertakes any work carried out on the product or fits parts, unless we have approved such work in advance of it being carried out.