Warranty & support

1. Warranty Coverage  

We provide a warranty for our products against manufacturing defects under normal use.

  • Private use: 2-year warranty  
  • Commercial use: 1-year warranty  

The warranty period begins from the date of delivery.

2. What is Covered  

The warranty covers:

  • manufacturing defects  
  • structural issues affecting normal use  
  • faults in materials or workmanship  

3. What is Not Covered  

The warranty does not cover:

  • normal wear and tear
  • natural changes in materials (such as wood expansion, cracks, color changes, or natural surface movement)
  • damage caused by weather conditions or environmental exposure
  • damage caused by improper use, incorrect installation, insufficient support or foundation preparation, or improper handling
  • damage resulting from failure to follow product-specific instructions, maintenance requirements, or usage guidelines
  • damage caused by prolonged water storage, improper water treatment, use of unsuitable or aggressive chemicals, excessive chemical use, improper cleaning methods, or inadequate maintenance
  • structural movement, deformation, misalignment, or operational issues caused by uneven, unstable, or unsuitable installation surfaces
  • modifications or repairs carried out without our approval

These characteristics or issues are considered outside normal warranty coverage and are not regarded as manufacturing defects.

4. Installation & Usage Responsibility  

Proper installation, setup, and usage are the responsibility of the customer unless otherwise agreed.  

5. Maintenance Requirements  

To ensure proper performance and longevity:

  • Use dry, untreated hardwood or other approved fuel/materials where applicable
  • Ensure that suitable electrical infrastructure and power supply are available for products requiring electrical connection
  • Perform regular cleaning and maintenance
  • Follow all product care, installation, and usage instructions

Failure to properly maintain, install, or operate the product may affect warranty eligibility.

6. Warranty Claims  

If you believe your product has a defect, a warranty claim must be submitted using our official warranty claim form available here:

GO TO WARRANTY CLAIM FORM

To process a claim, the form must include:

  • order number or proof of purchase
  • description of the issue
  • photos and/or videos where applicable
  • any additional information reasonably required to assess the claim

Warranty assessment and support procedures may not begin until the required information has been provided through the official claim process.

We may request additional information if necessary to assess the claim further.

7. Resolution  

If a valid warranty claim is confirmed, we will provide an appropriate solution, which may include:

  • repair  
  • replacement of parts  
  • or another suitable resolution  

The exact solution will depend on the nature of the issue.

8. Support  

We are here to help you throughout the lifetime of your product.  

  • Guidance and troubleshooting can be provided remotely  
  • Additional parts or services may be offered where needed  

If you have any questions or need assistance, feel free to contact us at any time.

9. Important Notes  

  • Natural materials change over time — this is part of the product, not a defect  
  • Proper installation and maintenance are essential for long-term performance  
  • Clear communication helps us resolve any issues quickly and effectively