Back Home Warranty Summary – What You Need to Know
At Back Home, we stand behind every product we sell. Your outdoor fireplace is covered by a manufacturer warranty that protects you from defects in materials and workmanship for the time period specified by the manufacturer. Back Home also follows a distributor-level warranty process to make submitting and managing claims as smooth as possible.
Warranty Coverage
• Your product is covered for defects in materials and workmanship when used under normal residential conditions.
• Coverage applies only to the original purchaser and is non-transferable.
• Warranty coverage periods vary by product — core structural components are typically covered for a longer duration, while electrical or accessory components may have shorter coverage.
• If a part or component fails due to a manufacturing defect during the warranty period, Back Home will help coordinate a replacement on your behalf.
What’s Covered
The warranty generally includes:
• Defective parts due to manufacturing or material flaws
• Structural components that fail under normal residential use
• Replacement parts approved under the manufacturer’s warranty terms.
Back Home will work with you to identify the defective part and facilitate its replacement with the manufacturer.
What’s Not Covered
The warranty does not cover:
• Normal wear and tear, fading, rust, or cosmetic changes from outdoor exposure
• Damage caused by misuse, abuse, or failure to install or maintain the product correctly
• Damage due to improper installation or alteration of the product
• Damage caused by environmental or weather-related events, accidents, or acts of nature
• Freight or shipping damage — you must report visible damage immediately upon delivery
• Labor, removal, reinstallation, or any fees associated with service calls or uninstalling/installing parts
• Consequential, indirect, or incidental damages
How to File a Warranty Claim
1. Email Back Home support with the following information:
Your name and contact details
Order or proof of purchase
Product model and serial number (if applicable)
A detailed description of the issue
Clear photos or a video showing the defect
Back Home will review your submission and forward it to the manufacturer for approval.
If the claim is approved, the manufacturer will provide replacement parts as appropriate.
Back Home will coordinate updates and keep you informed throughout the process.
Important Conditions
To maintain your warranty rights:
• Keep your proof of purchase and product details in a safe place.
• Ensure the product is installed and used as intended and in accordance with any installation guidelines.
• Report defects promptly once they are discovered.
• Follow all recommended maintenance practices.
In Summary
Back Home provides warranty support to protect you from manufacturing defects in the products we sell. We help manage your claim all the way through replacement component delivery. The warranty covers genuine defects, but does not cover normal wear, damage from misuse, or installation/labor costs. If something isn’t right, we’ll guide you through your next steps and work with the manufacturer to get it resolved.
