Warranty Information
Authorized Retailer. Manufacturer-Backed Protection.
Eternal Flame Unlimited LLC dba Eternal Flame Outdoors is an authorized retailer for the brands we carry. Products purchased directly from us are eligible for the applicable original manufacturer's warranty, subject to each manufacturer's individual warranty terms, conditions, exclusions, and coverage periods.
We're also here to help if something goes wrong. If you experience an issue with a product purchased from Eternal Flame Outdoors, our team can help gather the necessary information and coordinate your warranty request with the manufacturer.
Applies to: Products purchased directly from Eternal Flame Outdoors.
Questions?
support@eternalflameoutdoors.com
(813) 599-0521
What Does a Manufacturer's Warranty Cover?
Warranty coverage varies by brand and product.
Manufacturer warranties generally cover certain defects in materials and workmanship during the applicable warranty period when the product has been properly installed, operated, and maintained according to the manufacturer's instructions.
Depending on the product and manufacturer, covered components may include:
- Structural components, fireboxes, housings, lids, or hoods
- Burners, valves, and ignition components
- Electrical components and controls
- Certain factory finishes or coatings
- Other components specifically identified in the manufacturer's warranty
The manufacturer's warranty for your specific product determines the actual coverage, warranty period, exclusions, and available remedies.
What Is Typically Not Covered?
Although warranty terms vary by manufacturer, common exclusions may include:
- Improper installation or installation that does not comply with manufacturer instructions or applicable codes
- Unauthorized modifications, repairs, or fuel conversions
- Normal wear and tear
- Cosmetic damage occurring after delivery
- Improper operation, maintenance, or cleaning
- Damage caused by non-approved parts, accessories, media, or components
- Corrosion, oxidation, discoloration, or deterioration resulting from environmental exposure or improper care
- Damage caused by salt air, chemicals, standing water, or other environmental conditions
- Power surges or improper electrical supply
- Accidents, misuse, abuse, or neglect
- Weather events, flooding, lightning, or other circumstances outside the manufacturer's control
- Commercial or multi-family use when the product is warranted for residential use only
These are general examples only. Please refer to the manufacturer's warranty for your specific product for complete coverage, limitations, and exclusions.
Protecting Your Warranty
Following the manufacturer's installation, operation, and maintenance requirements can help protect your warranty coverage.
We recommend that you:
- Keep your Eternal Flame Outdoors order confirmation and proof of purchase.
- Record and retain the product model and serial number, when applicable.
- Read and follow the manufacturer's installation and owner's manuals.
- Use qualified or licensed professionals when required for gas, electrical, plumbing, or other specialized installation.
- Keep installation documentation and invoices.
- Perform recommended cleaning and routine maintenance.
- Use manufacturer-approved replacement parts, accessories, and media.
Some manufacturers may require installation, maintenance, or service documentation when evaluating a warranty claim.
Freight Damage vs. Warranty
Shipping damage and warranty claims are handled differently.
Damage that occurs while a product is in transit is generally handled as a shipping or freight claim, rather than a manufacturer's warranty claim.
When receiving a freight shipment:
- Inspect the packaging and shipment carefully before signing.
- Note any visible damage on the carrier's delivery receipt before signing.
- Take clear photographs of the packaging and damaged areas.
- Keep the product and all original packaging and shipping materials.
- Contact Eternal Flame Outdoors as soon as possible.
Visible damage should be noted on the carrier's delivery receipt before signing and reported to Eternal Flame Outdoors as soon as possible.
If concealed damage is discovered after unpacking your order, please notify Eternal Flame Outdoors within 7 days of delivery so we can assist with the claim.
Prompt reporting is important because freight carriers and manufacturers may impose their own claim deadlines.
Please do not discard, return, repair, or otherwise dispose of a damaged product or its packaging until we provide instructions or confirm that the claim has been resolved.
For additional information, please see our Shipping, Delivery & Lead Times Policy.
How to Start a Warranty Claim
We're happy to help coordinate the warranty process for products purchased directly from Eternal Flame Outdoors.
Email support@eternalflameoutdoors.com and include as much of the following information as possible:
- Your Eternal Flame Outdoors order number
- Product name and model number
- Serial number, if applicable
- A brief description of the issue
- When the problem began
- Clear photographs of the entire product
- Close-up photographs showing the issue
- Photograph of the model, rating, or serial label
- Any troubleshooting steps already completed
- Installer information and installation date, when applicable
- Installation or service documentation, if requested
Providing complete information at the beginning can help us coordinate your request with the manufacturer more efficiently.
What Happens Next?
Once we receive the necessary information, we'll help coordinate your claim with the manufacturer and keep you informed as information becomes available.
The manufacturer determines warranty eligibility and the appropriate remedy according to its warranty terms.
Depending on the manufacturer and nature of the issue, an available remedy may include:
- Troubleshooting or technical assistance
- Replacement components or parts
- Repair
- Product replacement in qualifying circumstances
Replacement parts are a common warranty remedy. Labor, service calls, installation, removal, shipping, and reinstallation costs are covered only when specifically included under the applicable manufacturer's warranty.
Processing times vary based on the manufacturer, complexity of the claim, documentation requirements, and parts availability.
We'll do our part to help coordinate the process and keep communication clear throughout your claim.
Brand-Specific Warranty Information
Warranty periods and coverage vary considerably between manufacturers and may also vary between product lines from the same manufacturer.
If you need a copy of a specific manufacturer's warranty or would like to confirm warranty information before purchasing, please contact us.
We can help locate the applicable warranty documentation for the product you're considering.
Care & Maintenance
Proper care helps preserve both the appearance and performance of your product and may be required to maintain warranty coverage.
Always follow the manufacturer's instructions. General care may include:
- Using mild, non-abrasive cleaning products
- Avoiding harsh chemicals or abrasive materials
- Cleaning burners, openings, and components as recommended
- Periodically inspecting gas and electrical connections as appropriate
- Protecting products from prolonged environmental exposure
- Using an appropriate cover when recommended by the manufacturer
- Using only approved replacement parts and accessories
Manufacturer instructions for your particular product should take precedence over these general recommendations.
Coastal Environments
Products installed near saltwater or in coastal environments generally require additional care and maintenance.
Stainless steel should be cleaned, rinsed, and dried regularly in accordance with manufacturer recommendations to help minimize salt accumulation, oxidation, and corrosion.
Coastal conditions can affect materials, components, and finishes differently, and some manufacturer warranties may contain specific exclusions or maintenance requirements related to coastal installations.
If you're planning a coastal installation, contact us before purchasing. We'll help you review available product information and manufacturer recommendations for the environment.
Returns vs. Warranty Claims
Returns and warranty claims are separate processes.
Returns are subject to our Returns & Refunds Policy, including applicable eligibility requirements, timeframes, authorization requirements, return shipping responsibilities, and restocking fees when applicable.
A warranty claim does not automatically authorize a product return or refund.
In many cases, manufacturers resolve covered warranty issues through troubleshooting, repair, or replacement components rather than replacement or refund of the entire product.
Commercial & Multi-Family Applications
Warranty coverage may differ for products installed in commercial, hospitality, rental, or multi-family environments.
Unless a product is specifically designed and warranted for the intended application, residential warranty terms may not apply.
If you're purchasing for a commercial or multi-unit project, contact us before ordering. We'll help you review available product suitability and warranty information.
Important Warranty Information
Eternal Flame Outdoors assists customers with manufacturer warranty claims as a service to our customers. Eternal Flame Outdoors does not determine manufacturer warranty eligibility, coverage, exclusions, claim approval, or remedies.
Manufacturer warranties are provided by the applicable manufacturer and are subject to that manufacturer's terms and conditions.
Nothing on this page expands, modifies, or replaces the written warranty provided by the manufacturer.
Your rights may also vary depending on applicable federal or state law, and nothing in this policy is intended to limit rights that cannot legally be waived.
Need Help?
Whether you're choosing a product or already own one, we're here to help.
Our team can assist with manufacturer warranty information, product documentation, warranty claims, and identifying products intended for applications such as coastal environments, commercial settings, or high-use spaces.
Eternal Flame Unlimited LLC dba Eternal Flame Outdoors
Phone: (813) 599-0521
Email: support@eternalflameoutdoors.com