Warranty

Evolution Fires Spectrum Series Model – For orders placed from September 2024 onwards, Spectrum Series models 44, 50, 60, 72 and 82 are covered by a 2-year warranty from the date of purchase only. The first year includes parts and labour. The second year covers parts only.

Evolution Fires Advance Series New August 2024 model – Advance Series models 1300, 1500, 1800 and 2000 are covered by a 2-year warranty from the date of purchase only, including parts and labour

Evolution Fires Evervue Model – Evervue Series models 60 and 72 are covered by a 2-year warranty from the date of purchase only, including parts and labour.

All warranty periods begin from the date of purchase only and do not begin from the delivery date, installation date, first use date, or date a fault is reported.

The warranty is non-transferable, applies only to the original purchaser, and is subject to valid proof of purchase and warranty verification.

Please note: The manufacturer’s warranty applies to the electric firebox only. Woodwork, surrounds, cabinetry and media wall construction are excluded.

The warranty begins from the date of purchase and is non-transferable. It applies only to the original purchaser and only while the product remains in the possession of the original purchaser at the original delivery address.

Valid proof of purchase is required for all warranty claims. Proof of purchase must allow us to verify the original order, purchaser details, product purchased, purchase date, original delivery address and warranty period.

Warranty claims cannot be reviewed, and engineer visits, replacement parts or product-specific warranty support cannot be arranged, until the warranty claim has been verified.

This does not affect your statutory rights.

Remote Control Exclusion

Remote controls are supplied as accessory items and are not covered under the manufacturer’s warranty for the electric fire.

Any loss, damage, misuse, battery leakage, accidental damage or malfunction occurring after delivery is the responsibility of the customer. Replacement remote controls can be purchased separately where available.

If a remote control is missing, damaged on arrival or not functioning when first received, this must be reported to Evolution Fires before the product is installed and within the required delivery inspection period.

This does not affect your statutory rights.

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Resale, Transfer, Relocation, and Warranty Limitations

The Evolution Fires manufacturer’s warranty is non-transferable and applies only to the original purchaser.

To remain eligible for warranty support, the product must remain in the possession of the original purchaser and must remain installed at the original delivery address.

The warranty does not apply where the product has been resold, gifted, transferred to another person, removed from the original property, relocated to another address, materially modified, or removed and reinstalled elsewhere.

Where any of the above applies, warranty support will normally be refused. This is because Evolution Fires cannot verify whether any reported issue relates to the original product, or whether it may have been caused by removal, transport, reinstallation, electrical connection, ventilation, modification, misuse, or conditions at a different property.

Evolution Fires reserves the right to request supporting evidence before reviewing any warranty claim. This may include proof of purchase, proof of address, product photographs, installation photographs, delivery confirmation, or a signed declaration.

Products purchased second-hand, through resale platforms, from individuals, or from unauthorised sellers are not eligible for manufacturer warranty support. Spare parts or paid diagnostic support may be offered at our discretion.

This does not affect your statutory rights.

Original Purchaser Declaration Requirement

To protect our customers, verify warranty eligibility and uphold the integrity of our warranty process, a declaration must be accepted when submitting any warranty claim.

By submitting a warranty claim or completing our “Report a Fault” form, you confirm that you are either the original purchaser of the product from Evolution Fires, or an authorised trade customer submitting the fault report on behalf of your customer.

You also confirm that, to the best of your knowledge, the product remains installed at the original delivery address and has not been resold, transferred, relocated, materially modified, removed or reinstalled elsewhere.

Valid proof of purchase is required before any warranty claim, engineer visit, replacement part or product-specific support can be reviewed or arranged. Proof of purchase must allow us to verify the original order, purchaser details, product purchased, purchase date, original delivery address and warranty period.

A bank statement, banking app screenshot or payment screenshot alone may not be sufficient for warranty verification if it does not clearly identify the purchaser, order number, product purchased, original delivery address and warranty period.

Evolution Fires reserves the right to request supporting evidence to verify warranty eligibility. This may include, but is not limited to, proof of purchase, proof of address, product photographs, installation photographs, delivery confirmation or a signed declaration.

Failure to provide the required verification, or the submission of false, incomplete or misleading information, may result in the warranty claim being rejected and may invalidate any applicable warranty.

This does not affect your statutory rights.

Fault Reporting

If you purchased your product directly from Evolution Fires, please complete the “Report a Fault” form located at the bottom of our website.

If you purchased your product through one of our authorised trade partners or retailers, please contact them directly. Your contract of sale is with the retailer you purchased from, and they must raise the issue with us on your behalf where required.

All warranty claims are subject to verification. Valid proof of purchase must be provided before any fault can be reviewed, engineer visit arranged, replacement part supplied, or product-specific warranty support offered.

Once your fault report has been submitted, our team will review the information provided. We may request further evidence, photographs, videos, proof of purchase, proof of address, installation details, or completion of a troubleshooting form.

Where required, a troubleshooting form will be sent via DocuSign. This must be completed and signed by the customer and, where applicable, the builder, installer or electrician, confirming that the fireplace was installed in accordance with our installation requirements.

Failure to provide the required information, evidence, proof of purchase, or completed troubleshooting form may result in delays or refusal of warranty service.

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.

Our team aims to respond to submitted fault reports within 48 working hours.

Outside Mainland UK – Evolution Fires sells and delivers products to Mainland UK only.

Where a product is purchased through a trade customer, retailer, installer, third party, or any other intermediary and is then shipped, transported or installed outside Mainland UK, engineer visits, labour cover and on-site warranty support will not be available.

Any warranty support in these circumstances will be subject to verification, including valid proof of purchase, product details, installation information, photographs, videos, troubleshooting checks and confirmation that the product has not been resold, transferred, relocated, modified, removed or reinstalled in a way that affects warranty eligibility.

Where the product is otherwise eligible under the warranty, Evolution Fires may, at its discretion, offer parts-only support. We are not responsible for any costs relating to overseas delivery, onward shipping, customs, import duties, removal, refitting, electrician charges, installer charges, third-party labour, travel costs or any other costs arising from the product being located outside Mainland UK.

This does not affect your statutory rights.

Engineer Visits – Engineer visits are arranged at Evolution Fires’ discretion and only after the warranty claim has been verified, proof of purchase has been provided, and all requested troubleshooting information, photographs, videos or supporting evidence has been reviewed.

Engineer visit lead times can vary depending on your location, engineer availability and the nature of the fault. Typical lead times are between 1 and 4 weeks, but this is not guaranteed.

Where an engineer visit is approved, we will provide a proposed date and time. If you are unavailable, the visit will be rearranged for the next available appointment.

If our engineer attends and finds that the issue has been caused by incorrect installation, blocked airflow vents, insufficient ventilation, removal of the original plug, electrical changes, misuse, damage, modification, lack of maintenance, third-party work, or failure to follow our installation or operating instructions, the visit may be chargeable.

Our engineers cannot rectify issues caused by incorrect installation, unsuitable electrical supply, blocked ventilation, building work, third-party modifications or non-compliance with our installation requirements. In these circumstances, we will advise what needs to be corrected before any further warranty assessment or repair can take place.

If a further engineer visit is required after corrective work has been carried out, this may be chargeable.

Before any engineer visit is arranged, customers must complete the troubleshooting process and carry out all reasonable checks requested by Evolution Fires. This helps us assess the fault correctly and may help avoid unnecessary call-out charges.

This does not affect your statutory rights.

Noise Level – Our electric fires contain moving components, including flame-effect mechanisms and, where applicable, fan heater components. As a result, the fire will not be completely silent during operation.

Noise levels may vary depending on the model, settings used, room acoustics, installation conditions and whether the heater/fan function is operating.

As a general testing standard, our fires are tested at a distance of 1 metre. The maximum expected operating noise levels are:

• Flame effect only: up to 45dB
• Heat and fan function operating: up to 50dB

These levels are based on our testing standards and represent the maximum expected noise levels during normal operation.

Noise within these levels is considered normal and is not classed as a manufacturing fault.

If you believe your fire is producing excessive, unusual or abnormal noise, you may be asked to provide a video recording for assessment. We may also request installation photographs or further information to check whether the noise could be caused by installation conditions, blocked ventilation, debris, vibration, surrounding framework, or third-party installation work.

This does not affect your statutory rights.

Repairs, Replacements & Out of Warranty Support

Where a product or component is repaired or replaced under warranty, the repair or replacement will be covered only for the remainder of the original warranty period. The warranty period will not restart or be extended because a repair, replacement part or replacement product has been provided.

If Evolution Fires replaces any component or product, the removed component or product will become the property of Evolution Fires.

Where a product is outside the warranty period, or where the issue is not covered under warranty, we may offer one of the following options at our discretion:

Option 1 – Replacement Parts
We may be able to supply recommended replacement parts. Any parts supplied must be installed by a qualified electrician or suitably competent professional. Evolution Fires is not responsible for any third-party fitting costs unless agreed by us in writing in advance.

Option 2 – Paid Engineer Visit
We may be able to arrange a paid engineer visit, subject to your location and engineer availability. The cost will depend on your location and the nature of the issue. Payment must be made in full before the visit is booked.

If our engineer is unable to repair the product because the issue has been caused by incorrect installation, blocked airflow, unsuitable electrical supply, modification, third-party work, misuse, or failure to follow our installation or operating instructions, the engineer will advise what corrective action is required. Any further visit may be chargeable.

Please contact our support team at support@evolutionfires.com for a quote.

Inspection Before Installation

All products must be inspected fully before installation. Any visible damage, missing parts, or delivery issues must be reported before the product is installed.

Evolution Fires will not be responsible for damage reported after installation where the issue should reasonably have been identified during inspection before installation.

Do not book installers, builders, electricians or other tradespeople until your full order has been received and checked. Evolution Fires will not reimburse any costs relating to delayed, cancelled, rescheduled or premature installation bookings.

Warranty Remedies

Where a valid warranty claim is accepted, Evolution Fires will decide the appropriate remedy. This may include sending replacement parts, arranging an engineer repair, collecting the product for inspection or repair, or providing a replacement product.

If a replacement product is provided, the existing product must be made available for collection at the same time the replacement is delivered. If the existing product is not ready for collection, we may be unable to deliver the replacement product.

Evolution Fires reserves the right to reject a warranty claim or charge for a service visit where the issue is caused by incorrect installation, blocked airflow, insufficient ventilation, removal of the original plug, unsuitable electrical supply, third-party work, modification, misuse, accidental damage, failure to follow installation or operating instructions, or non-compliance with building, fire or safety requirements.

Products purchased from unauthorised sellers, unauthorised websites, resale platforms, individuals or second-hand sources are not eligible for manufacturer warranty support.

This does not affect your statutory rights.

Media Wall Fire Installation Requirements

If you purchase a media wall fire only, it is your responsibility to ensure that the company or tradesperson building your media wall is experienced in media wall construction and follows our installation requirements.

A minimum clearance of 100mm must be left above the air vents. The airflow vents must not be blocked, restricted or sealed in any way. Insufficient airflow or blocked ventilation can cause the fireplace to overheat, malfunction or fail, and may invalidate the warranty.

A frame may be constructed flush with the bottom and sides of the fire, provided the vents on the fire unit are not obstructed and the frame above the fire remains hollow to allow suitable airflow.

Do not seal the media wall or surrounding area with silicone or any other material that may restrict ventilation. Restricted airflow may cause damage to the fireplace and may result in the warranty claim being refused.

Chargeable Repairs During Warranty

If a repair or engineer visit is chargeable during the warranty period, we will inform you before chargeable work is carried out. Where possible, we will provide a quote or price guide in advance.

In some cases, we may not be able to confirm the full cost until the product has been inspected, as it may not be possible to identify all damaged components before assessment begins.

Third-Party Repairs and Costs

Evolution Fires will not accept or reimburse the cost of any third party who carries out work on the product, fits replacement parts, modifies the product, or attempts a repair unless this has been approved by Evolution Fires in writing before the work is carried out.

Unauthorised third-party work, repairs, modifications or replacement parts may invalidate the warranty.

This does not affect your statutory rights.

Important Media Wall Fire Installation Requirements

Media wall fires must be installed by a company or tradesperson experienced in media wall construction and electric fire installation.

A minimum clearance of 100mm is required above the air vents. Airflow vents must not be blocked, restricted, covered or sealed in any way. Restricted airflow can cause the fireplace to overheat, malfunction or fail, and may invalidate the warranty.

The fire may be framed flush to the bottom and sides only, provided the vents on the fire unit remain fully unobstructed and the area above the fire remains hollow to allow suitable airflow.

Do not seal the media wall, surrounding frame or fire opening with silicone or any other material that may restrict ventilation.

Installers must ensure that no plaster dust, sawdust, debris or building material enters the fire during installation or construction. Damage caused by debris, dust contamination or building work is not covered under warranty.

The original factory-fitted plug must not be cut off, removed or modified. Removal of the original plug may invalidate the warranty.

Plug sockets must be positioned so that the plug remains safely accessible for inspection, isolation, testing and engineer access. We recommend positioning the socket behind the TV or in another accessible location, rather than sealing it permanently behind the fire.

A letterbox-style cut-out is strongly recommended to improve airflow and support the long-term performance of the fire.

Failure to follow these installation requirements may result in the warranty claim being rejected or an engineer visit being chargeable.

This does not affect your statutory rights.

Installation Bookings

Do not book any tradespeople, builders, electricians or installation services until your full order has been received and checked.

It is your responsibility to ensure that all parts and goods have been delivered in full and inspected before any installation work is arranged or carried out.

Evolution Fires will not be responsible for any costs incurred as a result of booking installation services before your full order has been received and checked. This includes, but is not limited to, charges for delays, cancellations, rescheduling, rebooking, wasted labour, or additional tradesperson visits.

If installation is booked prematurely, any associated costs will remain the customer’s responsibility.

This does not affect your statutory rights.