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Aquafire vapor fireplace / Limited Factory Warranty
Aquafire under manufacturer aFire Trading LTD (“aFire’) water vapor fireplaces and fire feature products have a limited factory warranty against manufacturing defects or material failure. aFire warrants to the original owner that this product shall be free from defects in materials and workmanship under normal use for a period of two (2) years from date of purchase for residential applications. For commercial applications, the warranty period is one (1) year under normal use from date of purchase. Upon report of an issue, an aFire technical support specialist will work remotely via telephone, FaceTime, or ZOOM to diagnose the problem, recommend a course of action, and/or guide the owner (or local technician) through the repair or replacement process.
THIS WARRANTY SHALL NOT APPLY IF:
a) Product is used for rental, has been modified using parts not supplied by the manufacturer, or there is evidence of tampering.
(b) Product is damaged because of improper installation or inadequate maintenance (filthy water, scaling, obstructed fans, etc.)
(c) Product is damaged by Acts of God, abuse, negligence, accident, normal wear, or for causes unrelated to defective materials
(d) Product is damaged by domestic transportation company (FedEx, LTL carrier, or other company)
(e) Part is considered consumable or wear item - transducer mist makers and LED lights are considered wear items and are therefore not covered under the one (1) year or (2) year warranty.
[exceptions: If ‘Mist maker’ or ‘LED lights’ are found inoperable during set-up, or during first 90 days from date of purchase, they are covered under this warranty]
If manufacturing defects and/or material failure have been determined, Manufacturer agrees to either provide parts for repair, or at its option, replace equipment. If the Products should be replaced, we will furnish you instructions on the original Product being returned and the replacement Product being shipped to you. Repairs will be carried out in accordance with the After Purchase Service Agreement issued at time of sale. Repairs not covered by the warranty or outside the warranty period will require a fee to cover the cost of materials, labor, handling, and shipping
In North America please call Customer Service at 877.888.4260 to arrange tech support, repair, and/or replacement or email ces@luminaproducts.com . Please have or include your Product’s model number and serial number, as well as your name, address, city, state, zip code and phone number when contacting aFire for warranty service.
This warranty does not apply to defects resulting from abuse of the Product, modification, alteration, repair or service of the Product by anyone not reccomended by the manufacturer, mishandling, improper maintenance, commercial use or leasing of the Product, damages which occur in shipment or are attributed to acts of God, and ordinary wear and tear.
REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE EXCLUSIVE REMEDY OF THE CONSUMER. AFIRE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES FOR BREACH OF ANY EXPRESS OR IMPLIED WARRANTY ON THIS PRODUCT. EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON THIS PRODUCT IS LIMITED IN DURATION TO THE DURATION OF THIS WARRANTY
CONSUMER LAW: FOR CONSUMERS WHO ARE COVERED BY CONSUMER PROTECTION LAWS OR REGULATIONS IN THEIR COUNTRY OF RESIDENCE, THE BENEFITS CONFERRED BY THIS AGREEMENT ARE IN ADDITION TO ALL RIGHTS AND REMEDIES CONVEYED BY SUCH CONSUMER PROTECTION LAWS AND REGULATIONS.
We know that shopping online can sometimes be as stressful as it is convenient. At Lumina Products, we try to ease your mind and make that process as pain-free as possible.
Order Changes or Cancellations
Orders are typically processed within 2 business days after order has been placed. Changes or cancellations are only possible for orders that have not yet shipped or are on backorder. Custom orders cannot be canceled or changed.
Returns and Exchanges
Aquafire Water Vapor Fireplace Inserts
Return Orders will incur a 20% restocking fee. You are responsible for any return freight. All returned items must arrive to us in the original packaging, include all original packing materials and documentation, and be unused. Orders not returned in original packaging are subject to denial of refund.
We require photographs of the packaging before the item is shipped back to us to ensure proper packaging.
After 30 days, all sales are final.
The product is subject to damage during transit. Be sure to thoroughly inspect items upon arrival and check for any damage. Claims for damaged items must be made within 3 business days after arrival. All damages must be noted with the carrier upon delivery. To file a damage claim, please call us at (877) 395-0888 and we will be happy to work with you to resolve any issues. If your order is received damaged, with the correct documentation form you provided within the specified timelines, we will either repair or replace your item. ‘Refer to our aFire After Purchase Service Policy’ which requires your signature prior to shipment.
BEFORE SIGNING WITH UPS/LTL Freight Carrier, photograph all damage, starting with the exterior of your package. Note on the form, before signing, that the package is damaged. See our Delivery Inspection Instructions.
Aquafire Replacement Parts
It is your responsibility to confirm you are ordering the replacement part that is compatible with your Aquafire model and size. If you have any questions about what parts to order, please reach out directly to Aquafire at ces@aquafire.com before completing your order. You are responsible for any return shipping. Refunds will be issued to the original form of payment 4-6 business days after the return is received by Aquafire.