Our Warranty
Every ExceptionalFire piece is built by hand in the United States from heavy-gauge steel and time-tested hardware. We stand behind that work — here is exactly what is covered, for how long, and how to file a claim.
Coverage by Category
Different products carry different warranty periods, calculated from the date of delivery to the original purchaser. This warranty is non-transferable.
| Product Category | Workmanship | Finish | Hardware |
|---|---|---|---|
| Custom fireplace doors (steel, iron, aluminum) | 5 years | 2 years | 2 years |
| Glass panels & ceramic glass | 1 year | — | — |
| Mesh screens (door & free-standing) | 1 year | 1 year | — |
| Mantel shelves (steel & concrete) | 3 years | 2 years | — |
| Glass mantel shelves | 1 year | — | 2 years |
| Tool sets, log holders, grates | 2 years | 1 year | — |
| Gas log sets | Manufacturer terms | — | — |
Manufacturer-specific warranties (Stoll Industries, Design Specialties, Hargrove, etc.) may extend beyond these terms. Where they conflict, the longer term applies for the original purchaser.
What's Covered & What's Not
- Manufacturing defects in materials or construction
- Premature finish failure (peeling, flaking, bubbling) under normal residential use
- Faulty hardware — hinges, handles, latches, magnetic catches
- Structural failure (warping, weld failure, frame separation) under normal use
- Glass & ceramic glass defects present at delivery
- Mesh failure (sagging, fraying) under normal use
- Normal wear, surface scratches, and patina from heat exposure
- Damage from improper installation, modification, or use of non-OEM parts
- Damage from creosote, smoke staining, soot, chimney drafting issues, or chimney fires
- Damage caused by misuse, accidents, falls, impact, or neglect
- Commercial, rental, or short-term-stay installations (unless purchased under our trade program)
- Outdoor or unconditioned installations (unless rated for outdoor use)
- Color variation, hand-finish texture, and natural wood grain — these are characteristics, not defects
- Cosmetic damage discovered after delivery without notation on the freight receipt
- Glass thermal breakage from continuous overfiring or fuel that exceeds rating
- Removal, re-installation, and shipping costs not pre-approved by us in writing
How to File a Claim
Defects discovered after delivery must be reported within 30 days of discovery and within the warranty period. Claims filed late may be denied.
- Email info@exceptionalfire.com with the subject line "Warranty Claim" and include your order number, purchase date, and a description of the issue.
- Attach photos and video showing the defect clearly — close-up shots and a wide shot of the full product. For finish or hardware issues, include lighting from multiple angles.
- We review within 3–5 business days and respond with next steps. We may request additional photos or a video call.
- Resolution at our discretion — repair, replacement, or refund. Replacement parts ship at our expense. We do not reimburse third-party labor, removal, re-installation, or unauthorized repair.
Conditions & Limitations
This warranty is offered to the original purchaser only and is not transferable. It applies to products purchased directly from ExceptionalFire.com or an authorized reseller.
Warranty service does not extend the original warranty term. A repaired or replaced product carries the remainder of the original warranty period.
To the maximum extent permitted by law, ExceptionalFire's total liability under this warranty is limited to the amount paid for the specific product. We are not liable for any indirect, incidental, special, consequential, or punitive damages — including loss of use, property damage from chimney drafting issues, smoke staining, installation costs, or remodeling costs.
All other warranties — express or implied, including warranties of merchantability and fitness for a particular purpose — are disclaimed except where prohibited by law.
This warranty is governed by the laws of the State of California. Disputes are subject to the binding arbitration and class-action waiver clauses set out in our Terms of Service.
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