Bespoke Fireplace Warranty

Warranty information

Bespoke Fireplaces Warranty Coverage

Warranty Coverage

  • Duration of Warranty:
  1. Bespoke Panoramic 3DP range purchased after Feb 2024 is covered by a 5-year manufacturer's warranty.
  2. Bespoke Panoramic ranges X & S come with a 10-year warranty. The first 5 years include both labour and parts coverage. The subsequent 5 years provide parts-only coverage. The 10-year warranty starts from the date of delivery.
  3. Bespoke HD+ and Bespoke Panoramic ranges purchased before June 2022 are covered by the original 1-year manufacturer's warranty.
  4. Bespoke HD+ and Bespoke Panoramic ranges purchased after June 2022 are covered by a 3-year manufacturer's warranty.
  5. For products covered by a 10-year warranty for the November 2023 promotional offer:
  6. The first 5 years include both labour and parts coverage.
  7. The subsequent 5 years provide parts-only coverage.
  • Installation and Usage Requirements:
  1. The appliance must be installed strictly in accordance with the installation instructions provided with the product and is intended for use in both residential and business settings.
  2. The operation must align with the supplied operating instructions.
  • Product Registration:
  1. Standard 3-year Warranty begins from date of delivery, extended warranty must be registered online within 60 days of purchase.
  2. The promotional 10-year warranty starts from the date of purchase.
  • Non-Transferable Warranty:
  1. This warranty is non-transferable and applies exclusively to the original installation.
  • Maintenance Obligations:
  1. The appliance must be maintained in a diligent manner, ensuring cleanliness and freedom from debris and dust.
  2. In cases where the appliance is being installed in or on an existing brick chimney breast, the flue must be blocked to prevent any downdraft to prevent malfunctions of the appliance. The warranty is void if appropriate measures have not been implemented.

Warranty Exclusions:

  • Sole Warranty:
  1. This warranty provided by Bespoke Fireplaces Ltd is the sole warranty applicable, and no other implied warranties or extensions shall be considered valid.
  • Costs Not Covered:
  1. Bespoke Fireplaces Ltd will not be responsible for any installation, labour, or transportation costs associated with defective parts or incidental, indirect, or consequential damages, except as required by law.

Warranty Limitations:

  • Void Warranty Conditions:

The warranty becomes void if any of the following conditions are met:

  1. Exposure to corrosive conditions, whether direct or indirect, or installation or use near water.
  2. Prolonged exposure to dampness or condensation.
  3. Removal of parts without prior written authorisation from the company.
  • Non-Covered Items:
  1. This warranty does not cover replaceable items, such as ceramic components and batteries.
  2. Parts other than the main unit, such as the remote control, are covered by a 12-month warranty only.
  • Trim Surface Discolouration:
  1. Discolouration of polished trim surfaces is not covered by this warranty.
  • Misuse or Modifications:
  1. The warranty is void if the appliance has been subjected to misuse, accidents, modifications, or repairs by anyone other than an engineer authorised by Bespoke Fireplaces Ltd.
  • Extension Leads Prohibited:
  1. The appliance must not be used with an extension lead.

Warranty Claim Process:

  • Fault Reporting:
  1. In the event of a fault, please report it promptly using the designated 'fault reporting form.'
  • Eligibility for Engineer Visit:
  1. To be eligible for an engineer visit it is mandatory that the warranty has been registered.
  • Resolution Options for Faults:

The resolution options for faults include:

  1. Awaiting an engineer visit, with a potential lead time of up to 12 weeks.
  2. Opting for a convenient one-time fee of £12.99 for parts to be dispatched, along with access to service videos, enabling self-repair of the fault.
  • Out-of-Warranty Extension:
  1. For appliances that are out of warranty, the option exists to pay £199 to extend the warranty or select the parts-only option as listed above.
  • Warranty Coverage for Products Outside Mainland UK:
  1. For products shipped and installed outside mainland UK, the warranty coverage is parts-only. Labour coverage is not included for these products.
  • Noise Level
  1. 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:
  1. 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.