Lumo electric fires include product warranty support against eligible manufacturing faults, subject to the relevant warranty terms and correct use of the product.

The warranty applies to the product itself and does not automatically cover installation work, building work, third-party labour, wall preparation, media wall construction, removal costs or reinstallation costs unless otherwise confirmed in writing.

Your Lumo fire should always be installed and used in line with the product manual and installation guidance.

Before building a media wall, preparing a recess, modifying a fireplace opening or arranging final installation, please check the latest product manual and dimensions. Incorrect installation, blocked airflow, unsuitable clearances or product modification may affect warranty support.

Warranty support may not apply where an issue has been caused by:

• Incorrect installation
• Accidental damage
• Misuse or neglect
• Product modification
• Damage during handling after delivery
• Failure to follow the product manual
• Blocked vents or unsuitable airflow
• Use in an unsuitable location
• Disposal of packaging before a delivery issue is reported
• Third-party installation or building work issues

This list is provided as guidance and does not replace the full warranty terms.

Before contacting us, please gather the following information:

• Your order number or proof of purchase
• Product name and model
• Date of delivery or purchase
• Clear photos of the product
• A short video showing the issue, if helpful
• Photos of the installation area
• Confirmation that the manual and clearances were followed
• Any error details, unusual sounds or visible damage

Please do not attempt to repair, modify or dismantle the product unless advised by our team.

Step 1 — Contact Our Team

Send us your order details, product model and a clear description of the issue.

Step 2 — Share Photos or Video

We may ask for images, video or installation details so we can understand the issue properly.

Step 3 — Review

Our support team will review the information and advise on the next step.

Step 4 — Resolution

Where the issue is covered, we will guide you through the appropriate support route. This may include troubleshooting, replacement parts, product support or another suitable resolution depending on the issue.

Please review your product manual before installation and keep your order information safe after purchase. Product specifications, manuals and guidance may be updated over time as products are improved.

If you are unsure about installation, wall depth, airflow or clearances, contact us before completing any building work.