Guarantee

Evolution Fires Spectrum Series Model – From September 2024 the Spectrum Series fires 44-50-60-72-82 series will come with 2 year guarantee (Year 1) will be parts and labour and (Year 2) will be parts only. Orders placed before September 2024 the guarantee for the spectrum series will remain 1 year guarantee parts and labour from the date of purchase only. The guarantee covers the electric firebox, woodwork is excluded from the guarantee. The guarantee commences from the date of purchase only. The guarantee is non transferable and the product must be still with the original purchaser we will require proof of purchase for any warranty claim.

If you purchased your product directly from our website, please fill out the troubleshooting guide and then complete the “Report a Fault” page located at the bottom of the website. Our team will respond within 48 hours with a solution. If you bought one of our products from one of our trade customers, please contact them, and they will reach out to us on your behalf. If you experience any issues during the guarantee period, please complete the “Report a Fault” form available at the bottom of our website. You will also need to attach the troubleshooting guide, which can be found there as well. We recommend using a laptop or desktop for filling out these forms. If you need assistance with the forms, 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.

If you purchased your product directly from our website, please fill out the troubleshooting guide and then complete the “Report a Fault” page located at the bottom of the website. Our team will respond within 48 hours with a solution. If you bought one of our products from one of our trade customers, please contact them, and they will reach out to us on your behalf. If you experience any issues during the guarantee period, please complete the “Report a Fault” form available at the bottom of our website. You will also need to attach the troubleshooting guide, which can be found there as well. We recommend using a laptop or desktop for filling out these forms. If you need assistance with the forms, 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.

If you purchased your product directly from our website, please fill out the troubleshooting guide and then complete the “Report a Fault” page located at the bottom of the website. Our team will respond within 48 hours with a solution. If you bought one of our products from one of our trade customers, please contact them, and they will reach out to us on your behalf. If you experience any issues during the guarantee period, please complete the “Report a Fault” form available at the bottom of our website. You will also need to attach the troubleshooting guide, which can be found there as well. We recommend using a laptop or desktop for filling out these forms. If you need assistance with the forms, please contact our support team at support@evolutionfires.com or call our office at 0333 303 0956.

Engineer Visits

The lead time for an engineer visit can vary from 1 to 4 weeks, depending on your location. We will provide you with a specific date and time for the visit. If you are not available on that date, we will arrange the next available date and time. If your product is still under guarantee and one of our engineers assesses it, and deems that the issue is due to faulty installation (such as blocking the airflow vents), we reserve the right to charge you a call-out fee. Faulty Installations our engineers cannot fix any issues if the electric fireplace has been installed incorrectly we will advise you the steps you need to take before we can carry out any work on your product this may require another visit from our engineers which will be chargeable. Before we schedule a visit with our engineers we recommend you check out and fill in the trouble shooting guide so you can do the relevant checks to avoid the call out fee.

Repaired or replaced products

Repaired or replacement 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.

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

Option 1 – We can send you the parts out and access to how to videos.

Option 2 – We can send out an engineer the cost will depend on your location this will have to be paid prior to the visit we will send you a invoice for the payment. If our engineer cant fix the problem due to faulty installation he will advise you the steps that you need to take. Please contact our team so we can get you a quote support@evolutionfires.com

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 unauthorized sellers, including unauthorized websites, shall not be eligible for warranty benefits.  (Unauthorized sellers) 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 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 Evolution Fires disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular purpose. The guarantee commences from the date of purchase and is only valid from an authorized 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 faulty Installation and non-compliance with the installation or if the installation does not conform to local building, fire, and safety regulations and/or servicing instructions 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