Iron Embers

5-Year Guarantee Policy for Iron Embers Select Collection

Iron Embers specializes in creating long-lasting outdoor fire pits and accessories for backyard and cottage lifestyles. We fabricate handcrafted products that are designed to last, and we stand behind the quality of each build. As an Iron Embers – Select Collection customer, we aim to support your fireside experience with best-in-class customer service and a 5-yr Guarantee.

The 5-Year Guarantee and Claim Procedure

The 5-Year Guarantee is a goodwill arrangement offered by Iron Embers to cover key quality indicators as set forth below and ensure you reach the maximum lifespan of your Iron Embers Select Collection products.

Disclaimer: The IE 5-Year Guarantee is NOT a product warranty and does not require you to register your product at the point of purchase.

Valid proof of purchase from an Authorized Dealer or Order Number from IE may be required to process a claim. Guarantee claims must be made through Iron Embers, not by the original Authorized Dealer or Distributor.

Do not ship or mail any components for a Guarantee claim before contacting Iron Embers, as in some cases it may not be necessary to return the item. Our goal is to make any claim as simple as possible by providing white glove customer support to any owners that encounter valid claims. If further assistance is needed, please email us at [email protected] for more information.

In the unlikely event that you have a Claim to process on an Iron Embers product, these are the

KEY QUALITY INDICATORS COVERED BY THE IRON EMBERS 10-YEAR GUARANTEE:

1.          Burn Through & Craftsmanship

The 5-Year Guarantee primarily covers the unit’s structural integrity for the burn through and craftsmanship of materials, including the 3/16″ steel and stainless-steel mesh.

Burn Through – This refers to the coverage of damage to the metal components based on burn through caused by regular use. Products subject to Abuse and Misuse may not be eligible for coverage.

Craftsmanship – This refers to the coverage of the structural integrity of the welds and fabrication process of our products. If deemed defective or damaged due to the quality of construction, our team will assess the situation and provide a reasonable resolution.

The Guarantee does not include coverage on non-structural blemishes that do not affect the performance or structural integrity of the unit.

2.        Paint – Limited Coverage (30 Days)

Due to the nature of our high-heat enamel paint solutions, the IE 5-Year Guarantee includes limited paint coverage that relates to the initial curing process, completed when you apply heat to the paint. During the first thirty days (30 days) of ownership, if the paint begins to peel, bubble, or otherwise detach from the unit, our team will assess the damages and provide a reasonable solution.

Our 5-Year Guarantee limited paint coverage does not extend to scratches, dents, chips, crazing, fading, changes in appearances of the high-heat enamel paint after the first thirty days (30 days) of product ownership. The Guarantee also does NOT provide coverage for surface rust that will occur over time. The surface of your unit can be maintained with Iron Embers touch-up paint.

3.         Shipping Damage

While we do our best to ensure that your package arrives by selecting shipping partners with a proven track record of success, unfortunately, shipping damage can occur.

If addressed promptly, shipping carriers can be held liable for the damaged product during shipment. If your shipment is damaged during delivery, send photo evidence to [email protected] with your order number to file a claim, and our team will assess the appropriate next steps.

Abuse and Misuse

For products deemed as damaged due to misuse or abuse by our customer service team when assessing the case will not be eligible for coverage under the 5-Year Guarantee.

Example of abuse and misuse include but are not limited to;

·        Burning hazardous materials (i.e., gasoline, tires)

·        Deformation/damage resulting from overloaded capacity

·        Modifications and post-purchase customizations

·        Violations and infractions of local/regional bi-laws

·        General physical abuse or intentional damage

Product Exclusions from the 5-Year Guarantee:

·        The Hexagon Flare – INDIGO X IRON EMBERS URBAN FIRE PIT Exclusive product (2021)

·        Iron Embers Signature Firepit Models – incl. Cupola, Cube, Cottager, Polygon, Chiminea, Pyramid, and Hanging Pendant.

Thank you for burning with Iron Embers – we know you will enjoy Your Fireside Experience!