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Gas log and hearth specialist for over 35 years.

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FireLogs will handle your warranty claim with the manufacturer on products purchased through us.  Please be aware that the warranty policy varies by manufacturer.  Any items returned without the proper paperwork may not be properly credited to your account.

If you are experiencing technical problems with your purchase, first E-mail our Technical Department at Technical@FireLogs.com to see if the problem may be corrected at your location.

Vent free burners MUST have the metal plates attached to be covered by warranty.  No plates, no warranty.

FireLogs can swap your defective product one of two ways.  The preferred way is to bill your credit card for the second item and immediately ship you the replacement.  When you get the new item, swap it out and put the old one in the box and email us for a UPS pickup to return.  We will credit your card upon the return of the defective.  The second way is for us to issue a UPS pickup on your defective item (you will need to provide packaging) and return it to us, once received, we will send a replacement at no charge. 

The manufacturers warranty does not include freight or labor charges.  FireLogs will pay the freight both ways on warranties within 60 days of invoice.  Between 61 and 90 days, FireLogs will pay the freight one way.  After 91 days, the customer is responsible for the freight both ways.

After you have E-mailed technical support and it has been deemed that your product must be returned for repair or replacement, please email for your Request Return Authorization Number.

The package must be marked with the Return Goods Authorization (RGA) number emailed to you.  Any return received without an approved FireLogs RGA number will result in delay of credit.