Fireplace Repair Service Policy

Updated 08.21.2024

NOTE: This policy does not apply to the Preventative Maintenance Program, which is designed to prevent potential issues before the occur with scheduled cleanings. The Repair Service Policy is regarding fireplace repairs, replacement parts, and replacement units.

Congratulations on your purchase of the most advanced Water Vapor Fireplaces available today. You can increase the likelihood of problem-free performance by following our simple care and maintenance procedures geared towards maximizing longevity of the equipment.

In the rare event you experience a problem with the operation of your unit please contact our customer experience specialist to schedule an appointment with one of our trained and experienced service technicians. While we are not able to provide any on-site repairs, we will (during warranty period) provide you access, free-of-charge to our experienced Service Technicians who are able to diagnose, provide you necessary warranty parts, then during a FaceTime call guide you through necessary repairs. You will be required to make the physical repairs with the guidance of our technician in real time. Aquafire® Fireplaces are designed to be ‘plug and play’ - almost every part is easily accessible and with the guidance of our technician can be readily replaced or repaired by any lay person - no special skills are required. While many problems are resolved in the first call, if your unit requires replacement parts, it may take 2-3 calls to properly diagnose and complete the repair. We do our best to minimize the time required, but in rare cases this process might take additional sessions.

If after a reasonable attempt to repair the unit with your cooperation, our Technician may determine the problem cannot be resolved in the field - this is rare. In this case, if your unit is still under warranty, your Customer Experience Specialist will work with you to arrange a replacement unit and the return of your defective unit.

DOWNLOAD: AQUAFIRE® AFTER PURCHASE SERVICE POLICY / AQUAFIRE PRO® & AQUAFIRE® SERIES

Replacement Policy:

If your unit is under warranty and a service technician has advised you that a replacement is necessary, please follow the instructions below. Let us know if you have any questions or concerns. We try to make this as simple and expedient as possible for you.

If you have the original packing materials and crate follow these instructions:

• You will need to completely drain all water from the unit. Please check both tanks - main tank and mist maker tube/tank - for water. We recommend using a small Wet Vac to completely empty the water from both tanks. Leaving even a small amount of water in either tank can cause internal electrical damage which can delay or even void your replacement. 
• Repack the unit into the interior carton using the original packing materials and crate.
• Be sure to include all accessories and manuals (charging block, remote, drain tubing, etc)
• Take photos of the interior of the packed carton, then the sealed carton and email these to a Customer Experience Specialist 
• Once received, we will arrange pick up of your unit
• Once the unit is received at our warehouse and inspected, we will send out your replacement unit. In the event the unit arrives damaged due to above procedures not being followed (not shipping related) or any missing components, we will prorate accordingly and issue an invoice. 
• A service tech will give you a courtesy call on receipt to ensure your unit is properly set up and working.

 If you DO NOT have the original packing materials and crate follow these instructions: 

• Please complete and return a Credit Card Authorization form. This form will be kept on file in the event the non-repairable unit is not returned in a timely manner - 30 days after receipt of the replacement. No charges will be filed without notice.
• Once the CC Auth Form is returned to us, we will process the replacement unit for shipment
• Upon receipt of the replacement unit, you can remove the unit and its accessories from the crate and replace with your original unit and accessories being returned.
• You will need to completely drain all water from the unit. Please check both tanks - main tank and mist maker tube/tank - for water. We recommend using a small Wet Vac to completely empty the water from both tanks. Leaving even a small amount of water in either tank can cause internal electrical damage which can delay or even void your refund. 
• Take photos of the interior of the crate prior to closing, then of the sealed crate ready for shipment
• Upon receipt of your photos, your Customer Experience Specialist will arrange pick up of your original unit.
• Upon our receipt and inspection of your original unit at our warehouse we will issue a refund within 10 business days. In the event the unit arrives damaged due to above procedures not being followed (not shipping related) or any missing components, we will prorate accordingly and issue an invoice to you. 

You can download the PDF to share with the homeowner and/or whomever will be caring for the fireplace insert long term. 

Aquafire / Limited Factory Warranty

Aquafire under manufacturer aFire Trading LTD (“aFire’) water vapor fireplaces and fire feature products have a limited factory warranty against manufacturing defects or material failure. aFire warrants to the original owner that this product shall be free from defects in materials and workmanship under normal use for a period of two (2) years from date of purchase for residential applications. For commercial applications, the warranty period is one (1) year under normal use from date of purchase. Upon report of an issue, an aFire technical support specialist will work remotely via telephone, FaceTime, or ZOOM to diagnose the problem, recommend a course of action, and/or guide the owner (or local technician) through the repair or replacement process.

THIS WARRANTY SHALL NOT APPLY IF: 

a) Product is used for rental, has been modified using parts not supplied by the manufacturer, or there is evidence of tampering.

(b) Product is damaged because of improper installation or inadequate maintenance (filthy water, scaling, obstructed fans, etc.)

(c) Product is damaged by Acts of God, abuse, negligence, accident, normal wear, or for causes unrelated to defective materials 

(d)  Product is damaged by domestic transportation company (FedEx, LTL carrier, or other company) 

• - such damage, if evident, must be reported to carrier at time of delivery. Document damage with photos.

(e) Part is considered consumable or wear item - transducer mist makers and LED lights are considered wear items and are therefore not covered under the one (1) year or (2) year warranty.

[exceptions: If ‘Mist maker’ or ‘LED lights’ are found inoperable during set-up, or during first 90 days from date of purchase, they are covered under this warranty]

If manufacturing defects and/or material failure have been determined, Manufacturer agrees to either provide parts for repair, or at its option, replace equipment. If the Products should be replaced, we will furnish you instructions on the original Product being returned and the replacement Product being shipped to you. Repairs will be carried out in accordance with the After Purchase Service Agreement issued at time of sale. Repairs not covered by the warranty or outside the warranty period will require a fee to cover the cost of materials, labor, handling, and shipping

In North America please call Customer Service at 877.888.4260 to arrange tech support, repair, and/or replacement or email ces@luminaproducts.com . Please have or include your Product’s model number and serial number, as well as your name, address, city, state, zip code and phone number when contacting aFire for warranty service.

This warranty does not apply to defects resulting from abuse of the Product, modification, alteration, repair or service of the Product by anyone not reccomended by the manufacturer, mishandling, improper maintenance, commercial use or leasing of the Product, damages which occur in shipment or are attributed to acts of God, and ordinary wear and tear. 

REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE EXCLUSIVE REMEDY OF THE CONSUMER. AFIRE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES FOR BREACH OF ANY EXPRESS OR IMPLIED WARRANTY ON THIS PRODUCT. EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON THIS PRODUCT IS LIMITED IN DURATION TO THE DURATION OF THIS WARRANTY

CONSUMER LAW: FOR CONSUMERS WHO ARE COVERED BY CONSUMER PROTECTION LAWS OR REGULATIONS IN THEIR COUNTRY OF RESIDENCE, THE BENEFITS CONFERRED BY THIS AGREEMENT ARE IN ADDITION TO ALL RIGHTS AND REMEDIES CONVEYED BY SUCH CONSUMER PROTECTION LAWS AND REGULATIONS.