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.

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.

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.

Please note: The warranty applies strictly to the electric firebox only. Woodwork is excluded. The warranty begins on the date of purchase and is non-transferable it is valid only for the original purchaser. Proof of purchase is required for all warranty claims. We will not accept claims from anyone other than the original purchaser. To make a claim, the product must still be in the possession of the original purchaser, and proof of purchase must be provided.

Resale, Relocation, and Warranty Limitations

The Evolution Fires manufacturer warranty is non-transferable and valid only for the original purchaser. If a product is resold, gifted, or relocated to a different address, the warranty becomes void—regardless of whether the claim is submitted by the original buyer.

To submit a valid warranty claim, the original purchaser must provide:

• Proof of purchase (such as an invoice or order confirmation)
• A signed declaration confirming they are the original purchaser
• Confirmation that the fireplace remains installed at the original delivery address

Evolution Fires reserves the right to request supporting evidence, such as product photographs or proof of address, to verify compliance with these conditions.

We will only provide warranty support for products purchased directly from Evolution Fires or through an authorised Evolution Fires retailer. Products purchased from unauthorised sellers, resale platforms, or individuals are not eligible for any warranty or support.

If the product has been acquired second-hand, or from an unauthorised source, no warranty or technical support will be provided. However, spare parts or paid services may be offered at our discretion.

Please note that relocating the fireplace to a different home will immediately void the warranty. The product must remain at the original property stated at the time of purchase for warranty coverage to remain valid.

Original Purchaser Declaration Requirement

To uphold the integrity of our warranty, the following declaration must be confirmed when submitting any warranty claim:

“I confirm that I am the original purchaser of this product, and that the fireplace remains in my possession, installed at the original delivery address. It has not been relocated, resold, or transferred. I understand that providing false or misleading information will immediately void the warranty.”

This declaration must be acknowledged when completing the “Report a Fault” form. Evolution Fires reserves the right to request supporting evidence, including but not limited to proof of address, product photographs, or delivery confirmation, to verify compliance.

Failure to meet this condition or the submission of false information will result in the immediate termination of all warranty rights. Evolution Fires also reserves the right to refuse service if the product has been installed in a different property, transferred to a new owner, or relocated from the original delivery address, regardless of whether the claim is submitted by the original purchaser.

Fault Reporting

If you ordered directly from our website, please follow the steps below to report a fault. If you purchased your product from one of our authorised trade partners, please contact them directly, and they will raise the issue with us on your behalf.

1. Complete the “Report a Fault” form located at the bottom of our website.
2. Our team will respond within 48 hours with a proposed solution.

We recommend using a desktop or laptop computer to complete the form. If you require assistance, please contact our support team at support@evolutionfires.com or call 01704 627261.

Once your fault report has been submitted, our team will send you a troubleshooting form via DocuSign.
This form must be completed and signed by both the customer and the builder or installer, confirming that the fireplace was installed in line with our installation requirements.

Failure to return the completed troubleshooting form may result in delays or refusal of warranty service.

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.

Important Media wall fire Installation Requirements
● Media wall fires must be installed by a company experienced in media wall construction.

● A minimum 100mm clearance is required above the air vents.

● Do not block airflow vents, as this will cause the fireplace to fail.

● Do not seal the media wall with silicone, as this will reduce airflow and may void your warranty.

● Installers must ensure that no debris falls inside the fire during the build, as this will eventually cause the fire to malfunction or break.

● Do not cut or remove the original plug from the fire, as this will immediately void the warranty.

● Plug sockets must be installed behind the TV, as an engineer will need easy access to the plug in the event of repairs.

● A letterbox-style cutout is advised to allow better airflow to the fire, ensuring optimal performance and longevity.

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