Support
All your after-sales product support needs together on one handy page.
Welcome to the Real Flame Family
At Real Flame, we are here to ensure you have the right product support from the moment you start using your Real Flame Electric or Gas fire, right through its entire lifecycle, especially when you need assistance.
As part of the Glen Dimplex Group, we are introducing a new seamless experience for managing all your products from across the full portfolio of brands in Australia. With one centralized portal, you can easily register your products, schedule repairs, purchase spare parts, and contact our support team—all in one place. Already a member, log in here to access your products.
Product Registration
By having your product registered on the Real Flame customer portal, your details can be accessed quickly in the event that there is an issue with your electric fireplace.
Register your product
Product Spare Parts
Shop genuine spare parts and accessories for your Real Flame electric fireplace and have them delivered directly to your home.
Shop Spare Parts
After Sales Support
Having issues with your product? Use the after-sales step by step guide to help resolve your product issue or easily book a service/repair call with one of our trusted local repairers.
Log into Support
Contact Us
Need to reach out to our customer care team? Call us on 1300 556 816 or fill in the details in the enquiry form.
Contact Us
Warranty Information
Real Flame products are built with quality and durability in mind, when you purchase any of our products you can be assured that it is covered by a comprehensive warranty.
For a full copy of the current warranty and service terms and conditions, please click below to read.
GAS SAFETY ALERT!
Do you own a Pyrotech Model
sold between January 2012 and June 2018?
CONTACT REAL FLAME IMMEDIATELY to book a service and rectify the issue. If your fireplace has already been rectified, you do not need to take any action.
1300 554 155 (Option 2)
between 9.00am-5.00pm EST (Mon – Fri) or
email SERVICE@GLENDIMPLEX.com.au
sold between January 2012 and June 2018?
CONTACT REAL FLAME IMMEDIATELY to book a service and rectify the issue. If your fireplace has already been rectified, you do not need to take any action.
1300 554 155 (Option 2)
between 9.00am-5.00pm EST (Mon – Fri) or
email SERVICE@GLENDIMPLEX.com.au h2