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Know your coverage.
Get help with a problem.

Coverage depends on the product and component. Review the ExceptionalFire warranty periods, eligibility and exclusions below, along with instructions for making a claim.

Start a claim Check coverage

Start with the part

One product can have several coverage periods.

For example, a door’s frame, finish, glass and moving parts do not all share the same term. Identify the affected part, then use the coverage cards below.

  1. Find your order. Keep the product name, order number and purchase date together.
  2. Show the issue. Take one photo of the full product and a close-up of the affected part.
  3. Send the claim. Explain when you first noticed the issue. The claim section lists the information and timing.
Parts of a fireplace doorA simplified door identifies the outer frame and finish, the glass panels, and the hinges and handles. Each component can have a different warranty period.Frame & finishGlassHinges & handles

Illustration only. Identify the affected component before comparing warranty periods.

  • Frame & finish: the outer structure and its surface coating.
  • Glass: the panels inside the frame.
  • Hinges & handles: the parts used to open and close the doors.

Use the coverage cards below for the applicable terms.

Find your product’s coverage

Different products carry different warranty periods, calculated from the date of delivery to the original purchaser. This warranty is non-transferable.

Custom fireplace doors (steel, iron, aluminum)

Workmanship
5 years
Finish
2 years
Hardware
2 years

Glass panels & ceramic glass

Workmanship
1 year
Finish
—
Hardware
—

Mesh screens (door & free-standing)

Workmanship
1 year
Finish
1 year
Hardware
—

Mantel shelves (steel & concrete)

Workmanship
3 years
Finish
2 years
Hardware
—

Glass mantel shelves

Workmanship
1 year
Finish
—
Hardware
2 years

Tool sets, log holders, grates

Workmanship
2 years
Finish
1 year
Hardware
—

Gas log sets

Workmanship
Manufacturer terms
Finish
—
Hardware
—

Manufacturer-specific warranties (Design Specialties, Hargrove, etc.) may extend beyond these terms. Where they conflict, the longer term applies for the original purchaser.

Don’t see your product? Contact our team with its brand and model name for help finding its warranty information.

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.

  1. Email info@exceptionalfire.com with the subject line "Warranty Claim" and include your order number, purchase date, and a description of the issue.
  2. 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.
  3. We review within 3–5 business days and respond with next steps. We may request additional photos or a video call.
  4. 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.
Email your claim

This opens a draft in your email app. Add your details and attachments, then send it to info@exceptionalfire.com.

Keep your order confirmation. Your order number and purchase date are required to file a warranty claim. We recommend saving the confirmation email and your shipping receipts together.

What’s covered and what’s not

Covered

  • 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

Not covered

  • 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

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.

Last updated: April 28, 2026 · ExceptionalFire LLC, Laguna Hills, California