In order to be covered under warranty, the product must be returned in its original packaging with accessories.

After installation or modifications are made, the product(s) are no longer returnable. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund. Also, there may be fees incurred for shipping and restocking fees even on new or unboxed items.

Your fireplace is designed and manufactured to function with EcoSmart Fire's e-NRG fuel liquid ethanol only. e-NRG is a liquid fuel and is NOT the same as other fuels. In fact, the use of brands other than e-NRG voids the burner’s warranty.

e-NRG is the only recommended fuel for use in EcoSmart Fires and use of other fuel brands will void the warranty. We have not worked with or tested other ethanol brands in conjunction with our burners and cannot speak to their performance or safety. Other brands can also leave residue or unsightly staining, and no one wants a dirty burner.

Other fuels such as natural gas, liquid propane gas, and gel fuels not only would change the functionality of your fireplace or have unintended consequences and are definitely not recommended. For example, gel fuels have added thickening agents that can reduce the heat output and fuel efficiency. It can also leave sticky residue in the burner, which will eventually affect safe operation. Gel fuels are used only on burners specifically designed to use them.

Please only use EcoSmart Fire's e-NRG fuel liquid.

Cleaning of the burner should be done only after you have used 50 liters of fuel or as soon as you notice a black residue forming around or on the burner.

Before starting, make sure the burner is off, empty of ethanol, and at room temperature. Spray a multi-purpose cleaner on the surface of the burner and wipe with cloth, making sure to wipe in the direction of the grain. If material has fallen into the burner use a vacuum cleaner to remove debris through the burner opening. If your burner smells unusually strong after extensive use, remove the empty and room temperature burner from its surround and wash in hot, soapy water. Rinse thoroughly under running water and wait until burner is completely dry before placing back into its surround and reusing. Note: Stainless steel will rust or corrode over time if contamination or debris is not cleaned or removed immediately.

When not in use, we recommend that you protect your fireplace from water damage or corrosion with a protective cover and the regular use the burner lid included with your model.Cleaning of the burner should be done only after you have used 50 liters of fuel or as soon as you notice a black residue forming around or on the burner.

Before starting, make sure the burner is off, empty of ethanol, and at room temperature. Spray a multi-purpose cleaner on the surface of the burner and wipe with cloth, making sure to wipe in the direction of the grain. If material has fallen into the burner use a vacuum cleaner to remove debris through the burner opening. If your burner smells unusually strong after extensive use, remove the empty and room temperature burner from its surround and wash in hot, soapy water. Rinse thoroughly under running water and wait until burner is completely dry before placing back into its surround and reusing. Note: Stainless steel will rust or corrode over time if contamination or debris is not cleaned or removed immediately.

When not in use, we recommend that you protect your fireplace from water damage or corrosion with a protective cover and the regular use the burner lid included with your model.HOW DO I CLEAN THE FIREPLACE BURNER?

Almost everywhere! EcoSmart Fires cannot be installed into small rooms that are less than our minimum room size which is burner specific. For all other installations, you must comply with our compulsory clearances and installation instructions. Approval from building authorities may be required prior to installation in your area.

Please make sure you contact appropriate parties before installing your EcoSmart Fire.

The short answer is, yes, but EcoSmart’s Fireplaces are mostly used for new construction when an entirely new fireplace is desired for a given space. They are not designed for the conversion or remodeling of an existing masonry or gas fireplace but could be used if dimensions align.

Bioethanol has substances added to it in order for it to be labelled ‘de-natured’. The burning of these substances may cause a slight smell upon initial lighting and will dissipate with time. There is also a slight odor once the flame is extinguished – similar to when you blow out a candle. This also dissipates into the air.