Real Flame Warranty Information

Electric Fireplace Warranty Information

Warranty is provided in Australia by Glen Dimplex Australia Pty Ltd and in New Zealand by Glen Dimplex New Zealand Ltd (together referred as “Glen Dimplex”).

This limited warranty is provided to the first domestic purchaser of a Real Flame Electric fire. It applies from the date of purchase from or through an authorized Real Flame Electric Fire Distributor in any State or Territory of Australia and New Zealand and not transferable.

Products covered by this limited warranty have been tested and inspected prior to shipment and, subject to the provisions of this warranty, Glen Dimplex warrants such products to be free from defects in material and workmanship for a period of 2 years from the date of the first purchase of this product. The limited 2 year warranty period also applies to any implied warranties that may exist under applicable law. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to the purchaser.

What is covered under this warranty?

• Repair or replace product or parts of a defective Electric Fire
• In the event a repair or replacement is not commercially practicable or cannot be timely made, Glen Dimplex may, in lieu of repair or replacement choose to refund the purchase price for such product or part.
• Labour costs relating to the Electric Fire

Consumers may have additional rights under the Australian Trade Practices Act 1974 including the Australian Consumer Law or the Consumer Guarantees Act 1993 New Zealand.

• This warranty does not apply and will be void where:
• The Electric Fire is not installed by a qualified specialist installer;
• Any electrical work has not been carried out by a Registered Electrician;
• The Electric Fire has been moved and reinstalled, or has been modified in a manner that is not consistent with the Installation Guide or the Owner’s Manual;
• The Electric Fire has not been installed or operated according to the Installation Guide and the Owner’s Manual;

What is not covered with the limited warranty?

• Labour costs relating exclusively to components not manufactured by Glen Dimplex.
• Labour costs relating to removing or replacing the Electric Fire
• Damage caused by incorrect use of the Electric Fire.
• Products that have been repaired (except by Glen Dimplex or its authorised service representatives) or otherwise altered.
• Travel costs for a distance greater than 50 km from the nearest approved Service Agent.
• Defects, malfunctions or failures caused by incorrect installation, poor installation, normal wear and tear, misuse, neglect, accidental damage or failure to follow operating instructions in the Owner’s Manual (including incorrect power source, product operation and maintenance instructions), repairs or modifications by persons not authorised by Glen Dimplex, use of parts not supplied by Glen Dimplex, or damage or other events which have occurred since the product left the control of Glen Dimplex.
• Installation of the Electric Fire in an outdoor setting.
• Removal or transportation of such product or part (and any repaired or replacement product or part) to and from the authorized dealer’s or service agents place of business.
• On-Site or In-Home services; these services may be performed at the purchaser’s request and expense at Glen Dimplex’s then-current rates for such services.
• Direct, indirect or consequential losses or special damages of any kind (including costs of collection and delivery) other than repair or replacement of products or components under this warranty, where any goods are acquired or used for the purposes of a business.

How to obtain warranty service?

• Product registration via the website (realflame.com.au) must be completed within 30 days of purchase or your Gas Burner, or within 30 days of the date of settlement of purchase of a new home.
• Warranty Claims must be made at place of purchase.
• Reasonable proof of purchase date is required to make a warranty claim. You should keep your purchase receipt.
• Warranty repair will be completed according to normal work practices of the service agent.
• Make the faulty part(s) available to Glen Dimplex for inspection so that the validity of the claim can be established by them.