Warranty Process
It's always disheartening to face a warranty claim, as it often means the excitement of a new purchase is overshadowed by unexpected issues and frustrations.
At Flame Havens, we are committed to delivering an unparalleled experience from start to finish. Every luxury fire product we offer is crafted with meticulous attention to detail, using the finest materials to ensure superior durability, functionality, and aesthetic appeal. Our promise is simple: your fire product will not only elevate your outdoor space but also stand the test of time.
When you choose Flame Havens, you’re choosing uncompromising quality, exceptional service, and the confidence of knowing that we’re with you every step of the way.
In the unlikely event you believe you are experiencing a product defect, our team will guide you through the manufacturer’s warranty process. Due to the technical nature of our products, troubleshooting and investigation is required by the manufacturer/vendor to process a warranty claim. Here is a general outline of what to expect:
- For non-gas related warranties (Finishes, structural components, etc), you will need to assist in confirming a few aspects of the installation/environment of the product. If the provided information leads to what Flame Havens deems as a possible warranty issue, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.
- For Gas related warranties (Firepits, fireplaces, etc) your installer will need to troubleshoot and diagnose the problem on-site while cooperating with our team at Flame Havens. If troubleshooting leads to what Flame Havens deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.
Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement unit or part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.
All warranties are processed as exchanges or replacements. You can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s), unless otherwise indicated. If not returned within 30 days, the warranty claim will be forfeit and closed. Flame Havens will take care of the cost of shipping the (1) defective and (2) warrantied product(s) to and from our customers. *
Warranty claims can take anywhere from 1-4 weeks to process, depending on the season.
Start the warranty process by filling out This Form (<-- Click Here) contacting us at support@flamehavens.com
Please have the following information ready:
- Order Number
- Phone Number
- Photos/videos related to your claim
If we and the manufacturer have all the information and approve the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason the claim is denied, or we need more information, we will notify you as soon as possible.
*If a part is sent in for repair/testing and is determined not defective, our customers are responsible for the shipping cost to/from the repair facility.
**If a part is no longer under warranty and our customers would like to send in the part for repair/replacement, our customers are responsible for all shipping costs + repair costs.
Thank you for your cooperation and we look forward to continuing serving our amazing loyal customers.