All our products come with a 1-year guarantee from the date of purchase and is only valid with products purchased from an authorized stockist. Please save your dated receipt of purchase and email it together with your claim to support@prebuiltmediawalls.com.  

A 12-month manufacturer’s guarantee is included with all our products and applies to the electric fire only. Guarantee is valid for only one year after the date of purchase.

Please get in touch with our customer service team by phoning 0330 380 7077 or sending an email to support@prebuiltmediawalls.com  if you discover any flaws during the warranty period.

If any fault was caused by improper use of the appliance, we reserve the right to reject any claim or impose a fee.

Before beginning work on a repair that is charged during the warranty period, we will let you know and, if practical, offer you a quote or fee. We may not always be able to identify which components are broken, thus the cost cannot always be calculated before the repair is carried out.

The warranty period will not be extended even if we repair or replace any product or part; instead, repaired or replaced products will only be covered for the balance of the original warranty period. The removed component or product becomes our property if we replace it with another one.

Unless we have already approved such work, we will not pay any third-party fees incurred for repairs made to the product or for the installation of parts.

Please make sure that your faulty fire is prepared for pickup on the day the new fire is installed if we send you a replacement fire as a result of a problem. No exceptions apply.

The Warranty does not apply to the following:

Damage by burglary, tampering, carelessness, abuse, ordinary wear and tear, accidents, fire, flood, explosion, lightning, storms, frost, or other inclement weather.

Damage caused by loss of power or power surges.

Damage by disregarding the manufacturer’s installation guidelines.

Any unauthorised alterations created by a third party to the goods.

Cleaning and maintenance.

If a third party installs parts or performs any other work on the product, we will not accept their payment or reimburse them unless we have approved the work in advance.

Every product or component we replace becomes our property.

This warranty is not transferable and is only for the use of the product’s original buyer. It is solely meant for home use. You must have proof of purchase in the form of a dated sales receipt in order to make a warranty claim.

Only genuine Pre-Built Media Walls Ltd spare parts may be used to service and maintain the product during the warranty period. The warranty does not apply to consumable items like glass, screens, bulbs, LED boards, ceramic logs, fuses, and batteries because they are prone to normal wear and tear. The warranty does not cover loss or damage to remote control handsets. Call our office at 0330 380 7077 to get in touch with us about ordering replacement components.

Please send an email to support@prebuiltmediawalls.com to make a warranty claim.

The Warranty does not cover the following:

Any damage that results from installing or using the product improperly, disregarding local building, fire, and safety regulations, or by not following the operation instructions.

Damage brought on by unauthorised additions, operations, or repairs.

Products damaged or made defective by improper storage.

Loss as a result of further relevant products that Pre-Built Media Walls Ltd has not provided.

Loss regarding furnishings, decor, or other household possessions.

Accidental damage.

The frame or woodwork.

Components that have been repaired or replaced are only covered for the balance of the original warranty period.

Pre-Built Media Walls Ltd will give you the necessary component for free to fix any product flaws that happen during the warranty period.

Pre-Built Media Walls Ltd shall not be liable for any special, incidental, or consequential damages, harm to persons or property, or any other consequential loss in excess of the consumer’s statutory rights under any provision of the warranty. Pre-Built Media Walls Limited Terms and Conditions of Sale cover liability on these matters.

Costs of removal and installation.

Except where prohibited by law, Pre-Built Media Walls Limited’s entire responsibility is limited to the purchase price of the items. Pre-Built Media Walls Limited retains the right to replace the defective goods or to reimburse the purchase price of the defective goods in the event of a warranty claim.