You're browsing our International Store. Switch to the COUNTRY NAME to see pricing and availability.
Do you want to switch stores?
COUNTRY NAME
Actions
Cart

Shopping Cart

0 items in your shopping cart.

Your Cart

Oh no! It seems like you don't have anything in your shopping cart. Start Shopping

Summary

  • Items 0
  • Subtotal $0,000
  • Shipping $000
  • Total 0
Other Links
Version
The most frequently
asked questions

FAQ's

Show Filters Hide Filters
Sort: Date
  • Date
  • Featured
  • Alphabetically
  • Topic
  • Installation
  • Operation
  • Maintenance
  • Warranty
  • Payment
  • Shipping
Showing 22 results for the selected filters. Reset Filters

Which EcoSmart Fire is right for me?

Ethanol Burners - Our Ethanol Burners are at the heart of every EcoSmart Fire. They are both the containers of the clean-burning bioethanol and the source of the flame. Completely self-contained, the burners have no need for exterior tanks or utility lines and their stainless steel bodies make them suitable for both interior and exterior use. The XL burners offer a linear flame while the BK5 burner has a substantial and adjustable flame housed in a compact body. EcoSmart’s AB Series offers a round burner ideal for fire pits or other circular fireplace designs.

Fireplace Inserts - Fireplace Inserts are stainless steel enclosures that house EcoSmart’s burners. They can be installed into walls or cabinets and, just like the burners, are suitable for indoor and outdoor use. All of our fireboxes are zero clearance, meaning that the dimensions of the firebox are the exact dimensions of the opening you’ll need in your wall. The fireboxes, like all our products, are vent free and its zero clearance dimensions mean installation is hassle free.

Freestanding Fireplaces - Created as standalone units, the models in our Design Fireplaces range require little set up and no installation. These units are completely self-contained and offer the same clean burning flame as our fireplace inserts without any of the installation requirements. Used as a room centrepiece or even as a space divider, Design Fireplaces offer the luxury of fire without any of the restrictions. You can even move the units from room to room as your fire needs change.

Outdoor Fireplaces - Whether used on a table top or as glowing ambience set along a pathway, EcoSmart’s Outdoor Fireplaces offer a wide range of stylish fire feature options. Made of steel and glass, the outdoor units are designed and built to withstand the outdoors. Though styled for outdoor use, they are just as attractive when used in an interior setting, enabling them to be relocated when the weather permits. Every season is a good season to enjoy EcoSmart Fire.

All our products are highly versatile and designed to be used in any number of ways with a myriad of materials. There are, of course, safety considerations when working with fire and we do have minimum clearance and room size requirements, as well as material requirements, which can be found within each product's Technical Specifications. Still not sure which EcoSmart Fire is right for you? Give us a call and one of our product specialists will be happy to help.

Is the warranty the same length for both residential and commercial?

Yes, the warranty is 2 years from the date of purchase for both residential and commercial installations.

What are the ingredients of e-NRG ethanol?

e-NRG is pure alcohol, made from a blend of 92% ethyl alcohol (ethanol) and 8% isopropyl alcohol (isopropanol).

Why is 70% percent alcohol better than a stronger solution?

Pure alcohol coagulates protein on contact. If 70 percent of alcohol is poured to a single celled organism, the diluted alcohol also coagulates the protein, but at a slower rate, so that it penetrates all the way through the cell before coagulation can block it.

What else can e-NRG be used for during COVID-19?

Mixed with water (70% ethyl alcohol / 30% water) it makes an ideal disinfectant.

It could also be used as part of a recipe to make hand sanitisers but because it is 99% ethyl alcohol (not isopropyl alcohol) it must be diluted and mixed with appropriate ingredients for it not to cause dryness or irritation.

What are the ingredients of e-NRG?

We use an F4 solution for our e-NRG ethanol. It is made from 99% ethyl alcohol denatured with 1% Tert-Butyl Alcohol (TBA) as the additive to make it bitter and unpalatable for human consumption.

Which heater model is the best for me?

This depends on the installation environment. If you own an open terrace, where sometimes the wind is blowing, we highly recommend only the SPOT power heatres.

But if you want to heat your glass house, conservatory or loggia, we entrust the ambient heaters VISION to you. These perfectly match well covered areas.

A rule of thumb is: The more open the area the more open the heater has to be – even if the other model looks nicer and is pleasing you more.

What is the shelf life of e-NRG Fuel?

The shelf life is 3 years if kept in a tightly sealed container and in a cool, dry area (approx 20°C).

What happens if the lead times vary on my purchase?

If lead times vary on your chosen items, a member of our customer service team will contact you to discuss the delivery options. Delivery of the in-stock items can either be delayed to wait for the longer lead time items, or delivered separately.

Will my EcoSmart Fire heat the room?

All EcoSmart Fires are ventless, meaning all the heat stays in the room rather than escaping up a flue. Increased heat retention means increased fuel efficiency and a better chance of staying warm. While providing warmth, EcoSmart Fires are not designed to be used as a room’s primary heat source. Please see the burner section in our manual for full details.

What does warranty actually cover?

We offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated. Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.

Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.

What forms of payment do you take?

We accept cash, bank transfer, bank cheque, Zip Money, PayPal, Apple Pay, and credit card. Please note that we do accept AMEX however this incurs a 1.5% surcharge.

Payment Methods

What are your payment terms?

Payment must be made prior to dispatch. If ordering items in advance of required despatch, a 20% deposit is required at time of ordering.

What happens if my product fails after the official warranty period?

Please contact our Head Office on 02 9997 3050 for advice and troubleshooting.

What is your returns/refund policy?

No returns will be accepted unless The Fire Company has previously agreed in writing. If The Fire Company agrees to the return of goods, they must be unsoiled, undamaged and in resaleable condition with the original packaging and delivered free to our premises unless agreed by us in writing. A restocking fee of 20% of the invoice value of the goods will be applied.

Goods which have been imported especially or non-standard equipment made to special order cannot under any circumstances be returned and/or credited.

What happens if the product I receive is different to what I ordered?

If the product received is different from what you have ordered, or does not meet your expectations, please contact us as soon as possible via [email protected] or phone us on 02 9997 3050 so that we may resolve for you. You have 7 days to notify us of any discrepancies.

What happens if there is a missing item in my order?

If an item is missing from your order, please contact us as soon as possible via [email protected] or phone us on 02 9997 3050 so that we may resolve for you.

What happens if my order is damaged?

If your order is damaged, please contact us as soon as possible via [email protected] or phone us on 02 9997 3050 so that we may resolve for you. You have 7 days to notify of the damage.

What happens if I am not home to receive the order?

If you are not home to receive the order, a calling card will be left by the freight company.You are able to contact them to organise collection from their depot, or re-delivery. Please note re-delivery will incur additional charges. Alternatively, if you advise us at the time of order that you are not home and provide authority to leave the item at your premises, we can organise this for you.

What type of delivery services do you offer?

We offer standard delivery to your door.

What if I have modified the product?

If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by MAD Design Group. However, we are happy to provide assistance with any issues you are experiencing.

or Press Space Bar