Report a Fault

Before submitting this request please read the information below.

Please ensure you have referred to our Troubleshoot Guide in your instruction manual before making contact. The problem you are experiencing may have a simple solution.
All Warranty Terms & Conditions and cleaning and maintenance requirements must be met in order for a service call to be considered. Service calls will be chargeable if conditions not met.
The labour aspect of the warranty is only applicable for built in appliances in year 1 or year 2 (extended warranty). Any Labour beyond that is chargeable.

First Name *

Last Name *

First Line of Address *

Town / City *

Postcode *

Email *

Phone *

Retailer Name *

Proof of purchase *

Drag & Drop Files, Choose Files to Upload

Model Type *

Serial Number

Location of serial numbers can be found below (can also be found on the box the appliance came in)

LUX Range / Pure 130/160 / TrueFlame 100/150 – Inside glass on the roof of the fire to the left
Pure 70/80/90 Slimline – Inside glass on the roof of the fire to the right
SLE Range – Under removable panel in front of fuel bed
etronic 560 – Under the fuel bed and on the rear right or on the instruction manual
etronic 800 and 1500 – Under the fuel bed and on the rear right or inside glass on the roof of the fire to the left
SLE40i/41i/43i, 43iXD Trueflame 16 – Bottom left behind the trim/frame
SLE42s/Elegance – On pedestal to rear
Tamarin – On the rear or inside glass on the roof of the fire to the left
Blackthorn/Bassington/Mulberry – Inside door and on the rear

Type Of Issue *

Issue with the appliance *

Please note we are unable to book a service call with limited information.

Photo / Video Upload

Drag & Drop Files, Choose Files to Upload You can upload up to 10 files.

This will help us to thoroughly assess the fault and diagnose the problem faster.

We require at least 1 image of the full installation. Here is an example image.

Serial Issue Upload

Type of Warranty Held *

Standard 2 Year Warranty
5 Years Platinum Warranty
No Warranty

Call out fee applies to anything not covered by the warranty or after the first 2 years. Call out Fee is £100 (excluding vat) this covers the first 2 hours. Each consecutive hour is charged at £50 (excluding vat) (part hours will be charged the full hourly rate) If location not within 50 miles of SG16 a 50p per mile excess will apply. Payment will need to be made prior to the visit taking place

Consent *

I agree to the Privacy Policy and have read the Troubleshooting Guide.