BH Warranty
Back Home Warranty Policy
Back Home products are covered by manufacturer warranties that protect against defects in materials and workmanship under normal residential use. While coverage periods vary by product and component, all warranty claims are handled through Back Home in accordance with distributor-level warranty guidelines.
Warranty coverage applies to the original purchaser only, is non-transferable, and covers replacement parts only. Labor, installation, removal, shipping, or service costs are not covered.
What’s Covered
- Defects in materials or workmanship
- Manufacturer-approved replacement parts
- Structural or functional components within the stated warranty period
What’s Not Covered
- Normal wear and tear, cosmetic changes, rust, or fading
- Improper installation, misuse, neglect, or unauthorized modifications
- Damage caused by weather, moisture, fire, or acts of nature
- Freight or shipping damage not reported at delivery
- Labor, installation, or service-related costs
How to File a Warranty Claim
Back Home handles all warranty claims by email.
Please contact support@backhomehq.com with:
- Proof of purchase
- Product model and serial number
- Description of the issue
- Clear photos or video of the defect
Back Home will review the claim and coordinate with the manufacturer if approved.
This product is covered by the Hearth & Home Technologies (Outdoor Lifestyles) Limited Warranty, which provides extended coverage on core fireplace components when properly installed and maintained.
Manufacturer-Specific Coverage
• 20-Year Limited Warranty on the firebox, refractory panels, and structural components
• Warranty applies to outdoor residential use only
• Coverage is valid for the original purchaser and is non-transferable
Important Warranty Conditions
• Fireplace must be installed exactly according to manufacturer installation instructions and local building codes
• Use of approved chimney systems and components only (HHT SL Series chimney required)
• Overfiring, misuse, improper fuel use, or unauthorized modifications will void the warranty
• Fireplace is classified as a decorative appliance and is not intended as a primary heat source
Warranty Exclusions (Manufacturer-Enforced)
• Normal wear and tear (including grate and refractory surface changes over time)
• Damage caused by improper installation, improper venting, or incorrect clearances
• Damage caused by weather exposure, moisture intrusion, or lack of proper drainage
• Chimney components, termination caps, and accessories unless otherwise specified
• Labor, installation, removal, or reinstallation costs
Decorative Gas Appliance Notice
• This fireplace may be used with approved decorative gas log sets, but unvented gas logs are not covered unless specifically listed and installed per code
• Gas appliances must meet ANSI standards and be installed by a licensed professional
