Aquafire Limited Factory Warranty

Updated: Jan 2026

IMPORTANT: To validate your warranty, you must complete the warranty registration form at www.aquafire.com/warranty within thirty (30) days of receiving your vapor appliance. Failure to register within this period will prevent you from submitting any warranty claims for your Aquafire product.

1. Limited Warranty Coverage
Aquafire Inc. (“Aquafire”) warrants to the original end-user purchaser that its water vapor fireplaces and fire feature products (the “Product”) shall be free from defects in materials and workmanship under normal use and service for the following periods:

Residential Applications: Two (2) years from the date of purchase.
Commercial Applications: One (1) year from the date of purchase

This Limited Warranty applies only to Products purchased through an authorized Aquafire dealer and is non-transferable, except where otherwise required by applicable law.

2. Exclusive Remedy – Repair First Policy
Repair is the primary and preferred remedy under this Limited Warranty. Before any replacement will be considered, the Online Dealer and/or customer must:

• Complete all required troubleshooting steps
• Participate in remote diagnostics with Aquafire Technical Support
• Install replacement components when directed by Aquafire Technical Support
• Make reasonable efforts to perform field repair as instructed by Aquafire Technical Support

Only if an Aquafire Technical Support Technician determines, in their sole professional judgment, that the Product cannot be effectively repaired in the field, will replacement be considered.

3. Replacement Authorization Requirements
Replacement is not automatic and will only be authorized if all of the following conditions are met:

1. The Product is within the applicable warranty period
2. Required troubleshooting and diagnostics have been completed in good faith
3. Aquafire Technical Support determines that repair cannot reasonably be completed in the field
4. Written replacement authorization is issued by Aquafire Inc. (email authorization is sufficient)

Verbal statements do not constitute authorization. Aquafire reserves the sole discretion to determine whether repair or replacement is appropriate.

4. No Advance Replacement or Cross-Shipment
Aquafire does not authorize advance replacement, cross-shipment, or shipment of replacement units prior to receipt and inspection of the original unit unless express written authorization is provided by Aquafire.

No Online Dealer, employee, or third party is authorized to promise or imply advance replacement.

If an Online Dealer provides a replacement unit to its customer without Aquafire’s prior written approval, Aquafire shall have no obligation to reimburse the Online Dealer, and the Online Dealer assumes full financial responsibility for such action.

5. Return Material Authorization (RMA)
If replacement is approved, Aquafire will issue a Return Material Authorization (RMA).

• No Product may be returned without an RMA.
• Unauthorized returns will be refused and returned at the sender’s expense.
• Returned Products must be prepared for shipment in accordance with Aquafire’s packaging and drainage instructions.

Failure to properly prepare the unit for return shipment may void warranty coverage.

6. Warranty Exclusions
This Limited Warranty does not apply to Products that have been damaged or adversely affected by:

• Modification, alteration, tampering, or unauthorized repair.
• Failure to follow installation instructions.
• Improper maintenance, including the use of dirty or contaminated water, mineral scaling, or failure of components (such as fans, vents, or sensors) resulting from the accumulation of dirt, dust, or other debris within the unit.
• Failure to maintain recommended water treatment or filtration.
• Abuse, negligence, accidental damage, or misuse.
• Normal wear and tear.
• Acts of God, including but not limited to floods, fires, lightning, or natural disasters.
• Damage caused during transportation by third-party carriers.

If shipping damage is evident at delivery, the damage must be reported to the carrier immediately and documented with photographs.

Cosmetic issues that do not affect functional performance are not covered under warranty.

7. Consumable / Wear Components
Certain components are considered normal wear items, including:

• Transducer mist makers
• LED lighting components

These items are covered only during initial installation testing. However, if such components are found to be defective during setup or within ninety (90) days from the date of purchase, they will be covered under this Limited Warranty.

8. Costs Not Covered
This Limited Warranty does not cover the following costs unless expressly authorized in writing by Aquafire:

• Labor costs
• Installation or reinstallation costs
• Removal of installed units
• On-site service calls
• Travel time or technician expenses
• Shipping costs
• Loss of use
• Loss of profits
• Property damage
• Incidental or consequential damages

The Online Dealer and/or customer is responsible for all such costs unless otherwise agreed in writing by Aquafire.

9. Limitation of Liability
Repair or replacement of the Product, as determined by Aquafire, shall be the sole and exclusive remedy under this Limited Warranty. Aquafire shall not be liable for any incidental, indirect, or consequential damages arising from the use of the Product or from any breach of this warranty, except to the extent prohibited by applicable law. Any implied warranties, including merchantability or fitness for a particular purpose, are limited in duration to the term of this Limited Warranty to the extent permitted by law.

10. Warranty Claim Procedure

To initiate a warranty claim, contact Aquafire Customer Service:

Phone: 877-888-4260
Email: ces@aquafire.com

When requesting warranty service, please provide:

• Product model number
• Serial number
• Customer name
• Address
• City, State, Zip Code
• Contact phone number

The above information can be submitted via this link on the Aquafire website: https://www.aquafire.com/pages/service-request

Technical Support will guide the troubleshooting and repair process.

11. Water Quality Requirement

Operation of the Product requires proper water quality and maintenance. Failure to maintain water quality in accordance with the Aquafire Owner’s Manual, including use of recommended filtration or water softening systems where required, may result in scaling or component damage and may void warranty coverage.

The included Vapor Pure™ Water Softening System must be installed and in operation prior to operating the Aquafire Vapor Fireplace for this warranty to remain valid. If the installation utilizes an existing whole-house water softening system in lieu of the supplied Vapor Pure™ system, the brand, model, and technical specifications of that system must be submitted to Aquafire for written approval prior to operation of the appliance. Failure to obtain such approval may void warranty coverage.

12. Consumer Rights
For consumers covered by consumer protection laws in their country or jurisdiction of residence, the benefits provided by this Limited Warranty are in addition to any rights and remedies provided under applicable consumer protection laws.

Fireplace Repair Service Policy

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.