Warranty

Evolution Fires Spectrum Series Model – Starting in September 2024, the Spectrum Series (models 44, 50, 60, 72, and 82) will be covered by a two-year warranty. The first year will include both parts and labour, while the second year will cover parts only. For orders placed before September 2024, the warranty for the Spectrum Series will remain at one year, which includes both parts and labour, starting from the date of purchase.

Please note that the warranty applies only to the electric firebox; the woodwork is excluded. The warranty begins on the date of purchase and is non-transferable, meaning it must remain with the original purchaser. Proof of purchase will be required for any warranty claims, and we will only handle claims from the original purchaser. To make a warranty claim, please ensure that the product is still with the original purchaser and that you have the proof of purchase ready.

FAULTS – For customers that have ordered directly from our website please follow the below steps. If you bought your product from one of our trade customers, please contact them directly. They will reach out to us on your behalf.

1 – Fill out the troubleshooting guide This must be checked off and signed that you have followed the trouble shooting steps.

2 – Complete the “Report a Fault” form located at the bottom of our website.

Our team will respond within 48 hours with a solution.

If you encounter any issues during the guarantee period, please complete the “Report a Fault” form (available at the bottom of our website) and attach the troubleshooting guide this must be checked off and signed that you have followed the steps.

We recommend using a laptop or desktop to fill out these forms. If you need assistance, please contact our support team at support@evolutionfires.com or call our office. at 0333 303 0956.

Evolution Fires Advance Series New August 2024 model – The Advance Series fire 1300-1500-1800-2000 models come with 2 year Guarantee Parts and Labour. The guarantee commences from the date of purchase only. The guarantee is non transferable and the product must remain with the original purchaser we require proof of purchase for any warranty claim. The guarantee covers the electric firebox, woodwork is excluded from the guarantee.

FAULTS – For customers that have ordered directly from our website please follow the below steps. If you bought your product from one of our trade customers, please contact them directly. They will reach out to us on your behalf.

1 – Fill out the troubleshooting guide This must be checked off and signed that you have followed the steps.

2 – Complete the “Report a Fault” form located at the bottom of our website.

Our team will respond within 48 hours with a solution.

If you encounter any issues during the guarantee period, please complete the “Report a Fault” form (available at the bottom of our website) and attach the troubleshooting guide this must be checked off and signed that you have followed the steps.

We recommend using a laptop or desktop to fill out these forms. If you need assistance, please contact our support team at support@evolutionfires.com or call our office. at 0333 303 0956.

Evolution Fires Evervue Model – The Evervue series 60-72 models come with 2 year Guarantee Parts and Labour. The guarantee commences from the date of purchase only. The guarantee is non transferable and the product must remain with the original purchaser we require proof of purchase for any warranty claim. The guarantee covers the electric firebox, woodwork is excluded from the guarantee.

FAULTS – For customers that have ordered directly from our website please follow the below steps. If you bought your product from one of our trade customers, please contact them directly. They will reach out to us on your behalf.

1 – Fill out the troubleshooting guide This must be checked off and signed that you have followed the steps.

2 – Complete the “Report a Fault” form located at the bottom of our website.

Our team will respond within 48 hours with a solution.

If you encounter any issues during the guarantee period, please complete the “Report a Fault” form (available at the bottom of our website) and attach the troubleshooting guide this must be checked off and signed that you have followed the steps.

We recommend using a laptop or desktop to fill out these forms. If you need assistance, please contact our support team at support@evolutionfires.com or call our office. at 0333 303 0956.

Outside Mainland UK – We only ship our products to mainland UK. If you purchase any of our products through a trade customer, and they ship it outside of mainland UK, the warranty coverage will only include parts. Labour coverage is not included for these products.

Engineer Visits – The lead time for scheduling an engineer visit can vary between 1 to 4 weeks, depending on your location. We will provide you with a specific date and time for the visit. If you are unavailable on that date, we will arrange the next available date and time.

If your product is still under warranty and our engineer assesses that the issue is due to faulty installation—such as blocked airflow vents or insufficient airflow around the fireplace we reserve the right to charge you a call-out fee.

Our engineers cannot address issues arising from incorrect installation of the electric fireplace. We will advise you on the necessary steps to rectify the situation before we can carry out any work on your product. Please note that this may require an additional visit from our engineers, which will incur a charge.

Before scheduling a visit with our engineers, we recommend that you review and complete the troubleshooting guide to perform the relevant checks. This can help you avoid additional call-out fees.

Noise Level -The noise level produced by our fires may vary depending on their operation. It’s important to note that because the fire is a moving part, it cannot be completely silent.

Maximum Testing Standard:

We adhere to strict testing standards for our fires to ensure their quality and performance. The maximum noise levels for our fires, measured at a distance of 1 meter, are as follows:

With heat and fan on: 50dB

Flame effect only: 45dB

These noise levels are measured according to our testing standards and represent the maximum noise levels our fires should produce during their operation.

Repaired or replaced products

Repaired or replacement 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.

Appliances that are out of Warranty period we have 2 options avalible.

Option 1 – We can send you the recommended parts, which should be installed by a qualified electrician.

Option 2 -We can send an engineer to your location, and the cost will depend on where you are. Payment must be made prior to the visit, and we will send you an invoice for this. If our engineer is unable to fix the problem due to faulty installation, he will provide you with the steps you need to take. Please contact our team so we can provide you with a quote. support@evolutionfires.com

Please inspect all products thoroughly before installation. We will not be held liable for any damages to products once they have been installed. Products purchased from unauthorized sellers, including unauthorized 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 a different home with new ownership, the warranty will no longer apply. In the event of defects, Evolution Fires will, at its discretion, either send an engineer to repair the item, collect the item from your home for repair at our factory, or send a replacement product.

If a replacement product is sent due to a fault, you must have your current product ready for collection at the same time the new one is delivered. There are no exceptions to this requirement. If the current fireplace is not ready for collection when the replacement is delivered, we will be unable to deliver the new fireplace.

The remedies outlined above are the exclusive options available to you, and Evolution Fires disclaims all other warranties, including any implied warranties of merchantability or fitness for a particular purpose. The warranty begins from the date of purchase and is only valid for products purchased from authorized stockists.

We reserve the right to reject any claims or charge for any service visit if the cause of the defect is due to faulty installation, non-compliance with installation guidelines, failure to adhere to local building, fire, and safety regulations, or misuse of the appliance.

Warning – If you purchase a media wall fire only please make sure that the company you choose to build your media wall have experience in building media walls. You must allow at least 100mm clearance above the air vents. (Note) – A frame can be constructed that is flush with the fire on the bottom and sides, as long as the vents on the fire unit are not obstructed and the frame above is hollow to allow for air-flow. The airflow vents must not be blocked if there is not sufficient airflow this will cause your fireplace to break. Do not seal in your media wall with silicone as this will reduce the airflow.

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 guarantee period and the guarantee 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.

The Manufacturer’s guarantee does not apply to:

• 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 unauthorized adjustments made to the product by a third party.
• Servicing and its associated costs.
• Self-maintenance tasks such as cleaning.
• Removal of the moulded plug from the electric fire.

Damage caused by faulty installation, 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 unauthorized adjustments made to the product by a third party.
• Servicing and its associated costs.
• Self-maintenance tasks such as cleaning.
• Woodwork