Last updated September 16, 2026
This policy clarifies manufacturer warranty coverage, United Fireplaces support, claim documentation, exclusions, and the difference between damage, returns, and defects.
Scope
Most products sold by United Fireplaces include a limited warranty issued by the manufacturer. This policy explains how United Fireplaces assists with those claims and how warranty issues differ from returns and shipping damage.
Manufacturer warranty controls
The warranty supplied by the manufacturer for the exact model is the controlling warranty. Coverage, duration, registration, exclusions, claim procedures, parts, labor, travel, service, and transferability vary by brand and product. Product-page summaries are for convenience and do not replace the written manufacturer warranty.
United Fireplaces role
United Fireplaces is the retailer, not the product manufacturer or installer. We will reasonably help locate warranty documents, confirm proof of purchase, communicate available claim instructions, or submit information to a manufacturer or distributor when appropriate. We do not promise claim approval, onsite service, a specific technician, a response time controlled by another company, or coverage beyond the manufacturer's written warranty.
Keep these records
- Order confirmation and proof of purchase.
- Model and serial number photographs.
- Installation date, installer information, permits, and inspection records where applicable.
- Current photographs or video of the product, installation, controls, venting, labels, and reported condition.
- Maintenance and service records required by the manufacturer.
How to request assistance
1. Email support@unitedfireplaces.com with the order number, model, serial number, installation date, installer, and a clear description of the issue.
2. Attach photographs, video, error codes, and diagnostic information requested by the manual or manufacturer.
3. Stop using the product if continued operation may be unsafe. Do not disassemble, alter, convert, or return it without instructions.
4. Cooperate with reasonable manufacturer troubleshooting or inspection requirements.
What is usually outside a manufacturer parts warranty
Unless the written manufacturer warranty says otherwise, warranty coverage commonly excludes labor, diagnosis, travel, removal, installation, construction, finishing, freight, consumables, batteries, normal wear, cosmetic variation, improper installation, unauthorized conversion, misuse, lack of maintenance, environmental damage, corrosion, and damage caused by nonapproved parts. The manufacturer's actual terms always control.
Shipping damage returns and warranty are different
- Shipping damage or shortage must be reported under the Shipping and Delivery Policy.
- A voluntary return must qualify under the Returns Cancellations Damage and Refunds Policy.
- A defect discovered after delivery or installation is generally evaluated under the manufacturer warranty.
Do not install a visibly damaged or incorrect product. Installation can make it harder to determine whether a problem arose in transit, during installation, or from manufacture.
Replacement parts and remedies
A manufacturer may choose repair, replacement parts, product replacement, inspection, or another remedy allowed by its warranty. Replacement parts may differ cosmetically from older parts and may have lead times. Freight and labor responsibility depends on the written warranty and applicable law.
Legal rights
This policy does not limit an express manufacturer warranty or any warranty or consumer right that cannot legally be waived. Some jurisdictions do not allow certain exclusions or limitations.
Contact
Warranty-assistance requests may be sent to support@unitedfireplaces.com or 1 (844) 545-7995. Include the order number and model in the subject line.