Warranty Information

Warranty Information — Authorized Reseller

Eternal Flame Outdoors is an authorized reseller for the brands we carry. That means products purchased from us are eligible for the original manufacturer’s warranty, subject to each brand’s terms and conditions.

Applies to: Purchases made directly from Eternal Flame Outdoors (Crux Promotions LLC).

Questions? support@eternalflameoutdoors.com  (757) 699-4267

What’s Covered

Manufacturer warranties typically cover defects in materials and workmanship under normal, residential use for the original purchaser, starting on the date of delivery (or installation, where specified by the brand).

Commonly covered items include:

  • Structural components (fireboxes, housings, lids/hoods)

  • Main burners, valves, ignition hardware (model-dependent)

  • Electrical components and controls (for electric units)

  • Factory finishes/coatings (against abnormal peeling/flaking)

What’s Not Covered (Typical Exclusions)

  • Damage from improper installation, unauthorized modifications, or improper conversions (e.g., NG/LP).

  • Use that exceeds residential scope (unless the item is rated for commercial use).

  • Normal wear and tear, surface scratches, and cosmetic blemishes after delivery.

  • Environmental exposure without recommended care (salt air, chemicals, standing water); surface oxidation or discoloration on stainless steel from neglect.

  • Acts of nature (wind, flood, lightning), power surges, or failures due to lack of maintenance.

  • Damage in transit not reported within the carrier’s required timeframe (see Freight Damage below).

Your Responsibilities

  • Keep your order confirmation/receipt and serial number (if applicable).

  • Follow the owner’s manual for installation, operation, and maintenance.

  • For gas/electrical products, use a licensed professional installer and retain the invoice (many brands require proof for warranty approval).

  • Inspect your shipment on arrival and note visible damage on the delivery receipt before signing.

Freight Damage vs. Warranty

Freight/Shipping Damage is not a defect; it’s handled as a carrier claim:

  1. Note damage on the driver’s paperwork before signing.

  2. Take clear photos of the packaging and the product.

  3. Contact us within 48 hours at support@eternalflameoutdoors.com with your order number and photos.
    We’ll coordinate replacements or parts promptly. (Keep all packaging until resolved.)

How to File a Warranty Claim (We’ll Help)

Email support@eternalflameoutdoors.com with:

  • Order number, product model, and serial number (if applicable)

  • Photos: wide shot, close-ups of the issue, and the rating/serial label

  • Brief description of the issue, when it started, and steps already taken

  • Installer name/license & install date (for gas/electric items)

We’ll open the case with the manufacturer, provide your case ID, and keep you updated. Final approval and remedy (repair, replacement part, or unit replacement) are determined by the manufacturer per their policy.

Remedies & Timing

  • Parts replacement is the most common remedy; select brands cover labor under specific conditions and timeframes.

  • Processing times depend on the manufacturer and parts availability; we’ll advocate for the fastest resolution possible.

Brand Authorization & Documentation

We maintain current authorized-dealer status for the brands we sell. If you need a brand-specific warranty PDF or to confirm our authorization for a particular line, email us and we’ll send the documentation.

Maintenance & Care (Protect Your Warranty)

  • Use mild, non-abrasive cleaners; avoid harsh chemicals and steel wool on stainless.

  • Rinse and dry stainless components periodically—especially in coastal environments.

  • Follow seasonal maintenance: check connections, clean burners/orifices, and cover the unit when not in use.

  • Use only brand-approved parts and media (logs, glass, burners) to avoid voiding coverage.

Returns vs. Warranty

  • Returns are separate from warranty and follow our Return Policy (RMA required; eligibility and fees vary by brand and condition).

  • A warranty claim does not automatically authorize a return; most issues are resolved by replacement parts.

Commercial Use

Unless your product is specifically rated and warranted for commercial or multi-family use, warranties apply to residential use only.

Need Help Choosing?

Our team can help you select models with the coverage and materials best suited to coastal climates, heavy use, or specific design constraints.

Eternal Flame Outdoors — Luxury & Elegance
201 Byrd Street, Suffolk, VA 23434 • (757) 699-4267 • support@eternalflameoutdoors.com