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.
Fire Feature Installation & Use Disclaimer
Fire features must be installed by a licensed professional and used in accordance with all local building codes, gas regulations, and safety standards. Back Home is not responsible for damage or malfunction resulting from improper installation, modification, or misuse.
Handcrafted Material Disclosure
This product is handcrafted from GFRC concrete. Natural variations in color, texture, and finish are inherent to the material and are not considered defects.
Environmental & Maintenance Factors
Exposure to extreme weather conditions, standing water, chemicals, or failure to perform routine maintenance may impact appearance and performance and is not covered under warranty.
Ignition & Component Coverage
Warranty coverage applies to manufacturing defects affecting burner and ignition components under normal residential use. Damage caused by wear and tear, environmental exposure, or improper operation is excluded.
Owner Responsibility
Routine care, seasonal maintenance, and safe operation of the fire feature are the responsibility of the owner.
