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.
Manufacturer Warranty – Fortress See-Through Gas Fireplace
This product is covered by the Hearth & Home Technologies Limited Residential Warranty. Coverage includes a limited lifetime warranty on the firebox and structural components, with additional component-specific coverage on burners, logs, lighting, and electronic ignition systems.
IntelliFire™ Touch ignition systems, control modules, remotes, and electronic components are covered under a limited term warranty. Accent lighting and stainless steel exterior components are also covered for a defined period.
Warranty coverage applies to the original purchaser only and is valid under normal residential use with proper installation, venting, and maintenance in accordance with manufacturer guidelines.
Back Home facilitates warranty claims on behalf of the customer; however, final warranty approval, coverage determination, and replacement part authorization are made by the manufacturer.
Important Installation Note:
This fireplace requires approved venting configurations. Improper venting or installation may void manufacturer warranty coverage. Please consult with a qualified installer or a Back Home specialist prior to purchase.
