What is our Warranty?
Manufacturers 10 year guarantee (as follows):
In accordance with Section 439 of the German Civil Code the client shall, in the case of faulty goods be able to demand their repair or the delivery of faultless chattels (subsequent fulfillment) as he sees fit. In line with Section 439 of the German Civil Code RADIUS Einrichtungsbedarf GmbH shall be able to refuse the method of subsequent fulfillment selected by the client should this only be possible at disproportionate cost. Should a second attempt to repair the faulty goods be unsuccessful, the client, in accordance with Section 439 of the German Civil code shall be entitled to demand the delivery of a chattel that is free of defects or a reduction in the purchase price or, or to withdraw from the contract. Such withdrawal shall be ruled out if the defect is minor and negligible. Moreover Section 437 of the German Civil Code shall apply.
RADIUS Einrichtungsbedarf GmbH shall be allowed to have the corresponding work to repair the defect carried out by third parties. This warranty shall not extend to normal wear and tear, abrasion, external influences, or operating and application errors.
The warranty shall become invalid should the client alter the delivered goods, have them altered by third parties, handle them inappropriately, or put them to a use other than that intended, unless the client shall be able to prove that the defects covered by the warranty were caused neither in full nor in part by the by such alterations and that their repair is not hampered by the alterations. Irrespective of other claims based on the warranty, RADIUS Einrichtungsbedarf GmbH shall be notified of complaints relating to the scope of delivery, manifest defects, wrong deliveries and deviations in the number of goods delivered within a period of two weeks following delivery of the goods (telephone/e-mail/fax/post). In the case of concealed defects notification shall also be made within the warranty deadline. The timely dispatch of notification of the defect shall be deemed as adherence to said deadline.
The warranty shall begin with delivery of the goods and is governed by legal stipulations. In the case of consumers the limitation period for legal claims for defects is two years. In the case of entrepreneurs it is one year from delivery of the goods.
The client must immediately inspect the goods for completeness, conformity to the delivery papers, to the order and for defects. Notice of recognized or recognizable defects must be given in writing. Should no immediate notice to this effect be given the goods shall be recognized as conforming to the contract unless, despite meticulous inspection, the fault was not recognizable.
I just received my item, but it is faulty, what do I do?
All products purchased from Ambience Eco Fires come with warranties and are fully guaranteed.
There are occasionally items that do not work as intended, or get damaged in transit. In the event of this happening with an item you have received, please email our or telephone #1300 242797 and give a full detailed description of the problem.
Depending on the problem our customer service team will determine how best to resolve your problem with the minimum inconvenience to you. If it is found that the item you received is faulty then we (or the originating supplier on locally sourced products) will exchange it at no cost to you. If neither Ambience Eco Fires, nor our supplier, has any more of the product in stock, then a full refund will be provided.
I have received my item but it is damaged, what do I do?
When purchasing an insurance option is offered & we suggest this is taken out. If you have received an item that is damaged please contact us at and advise us of the nature and extent of the damage. We will review this on a case by case basis and decide what the best solution would be. Please also advise us of your name, contact number and order number.
It is important for the purposes of our insurance claims that you take digital photos of the carton as it arrives and also of the damaged articles. We will assess and make a recommendation on replacing any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos. We apologise for any inconvenience.
Any refunds made?
Once we have received your returned item or the refund has been approved according to your issue, we will then send you either notification of receipt of your item and/or an email issuing you a Credit Refund.
The type of Refund will be based on previous discussions, as to the type of problem. You will either receive a Refund into your nominated bank account. If you have not received your Refund, after your approval notification, within 2 working days, please contact us at and we will promptly investigate why it has not been issued and rectify it.
If I need to return my item, who pays for the postage costs?
All returned goods are to be at the cost of the Purchaser. We recommend registering and taking transit insurance on your return postage to us as items in transit are your responsibility until received back to our warehouse.
Can I return my item to your office for an exchange or refund?
Full Warranty & Returns Policy
How to return an item to us for your money back
- Send an email to stating your invoice number and the item/s you wish to return.
- Our Customer Service Department will then advise our return address (NB all freight costs are to be covered by purchaser)
- You must notify us of your intention to return the item/s within 14 days of us dispatching your order to you. They must also not have been used (unless agreed with Ambience Eco Fires in advance)
- The returned item/s are received by us within 14 days of correspondence
- The item/s are returned to us in ‘as new’ condition with all internal and external packaging, accessories, swing tags, labels and manuals complete and intact & not have been used
- The item/s are NOT opened, used, worn or damaged, and are in 100% re-saleable condition when we receive them back
- The item is securely packed for return postage to ensure that the item and packaging is received back by us in original and re-saleable condition
- That you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging
- Your refund will be the amount you paid for the items returned.
Damaged or Faulty Items
All items are sold with a Manufacturers Warranty that ensures what you ordered is received by you in good working order and is able to be used as intended by the manufacturer and / or as specified by us.
Ambienceecofires.com.au will replace a product if it is found to be either damaged or not working correctly when it is received. This type of warranty situation is termed “Dead on Arrival” or DoA. The DoA period is 14 days from the date your order leaves our warehouse.
Under the warranty provisions, ambienceecofires.com.au will repair or replace damaged or faulty goods. If the product cannot be repaired or exchanged by the same or another item with at least the same specifications, then a credit or, in the case of a DoA, a full refund will be provided.
It is a condition of each item’s warranty that you securely pack the faulty or damaged item so that it is able to be returned to us via a transport carrier. We strongly recommend you retain the packaging your items comes in for the duration of the warranty period so that, in the unlikely event that you will need to return an item for repair or replacement, you will have adequate packaging available to do so.
If you dispose of the packaging then it will be your responsibility to source alternative adequate packaging to use to return the item. Our insurance policies require photos to enable us to make a claim for damage caused to a package in transit. If you receive an item that is damaged and wish to receive a replacement please email photos of both the damaged item and the packaging, together with your claim so we may process it promptly. Unless otherwise indicated, warranties are return-to-base warranties.
Procedure for Manufacturers Guarantee Claims
To make a warranty claim, please follow the following procedure:
- Please contact with details and they will liase with the manufactuer for the best outcome. We will require an Invoice number, date of purchase and detailed description of problem.
- Our Customer Service Team may then ask that you return the item to us, so that we can get our or our suppliers’ Technical Specialists to assess the fault and proceed with the guarantee claim
- The method of return freight will in most cases be the via the same carrier that made the initial delivery, however we reserve the right to nominate an alternate carrier where we determine this to be appropriate. Unless otherwise indicated, guarantees are return-to-base guarantees
Replacements or refunds under this guarantee do not apply if the product has not been installed, operated and maintained in accordance with any instructions provided with the product or as noted on the product listing.
If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, ambienceecofires.com.au expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product. To the extent permitted by law, warranties will only apply to products used for personal / private use.