Fireplace Doors Warranty Guide — What's Covered

Every fireplace door at ExceptionalFire carries a 5-year limited warranty on the door + lifetime structural warranty on the steel frame. This guide covers exactly what's included, what's excluded, and how to file a claim if needed.

What's covered (5-year)

• Frame welding integrity: cracks, separation, structural failure
• Finish defects: powder-coat blistering, plated finish peeling, handcrafted finish failure
• Glass seal failure: tempered glass coming loose from clips/track
• Hardware failure: handles breaking under normal use, hinge failure
• Mesh curtain track failure: rod bending, slider mechanism failing

What's covered LIFETIME

• Structural steel integrity: the steel frame itself, against material defects, for the life of the door

What's NOT covered

• Glass breakage from impact: dropped fireplace tools, kicked balls, accidental impacts
• Glass cracking from closed-burn use: tempered glass MUST be opened during active fires; cracking from heat-during-burn is user error, not warranty
• Finish wear from abrasive cleaning: steel wool, scouring pads, abrasive chemicals damage finishes
• Damage from improper installation: over-tightened anchors causing frame cracks, mounting onto unstable substrate
• Patina development on plated/handcrafted finishes: this is normal aging, not defect
• Cosmetic discoloration from creosote/soot buildup: maintenance issue, not warranty
• Damage from moisture/water: outdoor use is not approved; water damage voids warranty
• Modifications: doors that have been cut, drilled, or modified post-shipping

How to file a warranty claim

1. Email hello@exceptionalfire.com within 5 years of delivery
2. Subject line: "Warranty claim — order #[your order number]"
3. Include: photos of the defect, brief description of how/when it appeared, your original order date
4. Response time: 24-48 hours for initial response, 5-7 business days for resolution
5. Resolution options: free replacement of defective component, free replacement of full door, or refund/credit (depending on situation)

What we'll typically ask for

• Photos (4-6 angles): the defect itself + the door installed in context
• Order number (find in your order confirmation email)
• Date the issue was first noticed
• Use history: how often the fireplace is used, indoor or outdoor location, any recent events (movers bumped it, kids playing nearby, etc.)

Common warranty scenarios

Scenario 1: Powder-coat finish blistering after 18 months

Covered. Manufacturer defect. Replacement door shipped at no cost.

Scenario 2: Glass cracked after I forgot to open doors during a fire

Not covered (user error). However, replacement tempered glass is available for purchase at $150-$300 depending on door size. Contact us for a custom quote.

Scenario 3: Finish dulled after I cleaned with steel wool

Not covered (abrasive cleaning excluded). Refinishing service available — call for quote.

Scenario 4: Mesh curtain rod bent after 3 years of normal use

Covered. Replacement mesh assembly shipped at no cost.

Scenario 5: Frame warped after 6 years

Covered under lifetime structural warranty (5-year general expired but structural is lifetime). Frame replacement at no cost.

Scenario 6: Door installed outdoors on a covered patio, finish degraded after 2 years

Not covered (outdoor use voids warranty). Options: purchase new door at standard price, refinish existing.

Manufacturer-specific warranties (in addition to ExceptionalFire warranty)

Some manufacturers offer additional coverage:

• Stoll Industries: 5-year limited (standard); 10-year on Avalon premium line
• Design Specialties: 5-year limited; lifetime on hand-forged components
• HearthCraft (Grande/Medio standard): 1-year (shorter — these are budget standard sizes)

ExceptionalFire's warranty matches or exceeds the manufacturer warranty in all cases.

Frequently asked questions

Do I need to register the warranty?

No — your order number serves as warranty registration. Keep your order confirmation email.

What if I bought my house with the door already installed?

Warranty transfers with the home. Provide the original purchase date (often available from us if you provide the previous owner's email or address).

What if I install the door wrong and it cracks the frame?

Installation damage is generally not covered. However, we'll review on a case-by-case basis — sometimes "installation damage" is actually a manufacturing defect that only shows during install.

How long do warranty claims typically take to resolve?

5-7 business days from initial email to resolution. Replacement doors ship in 14-21 business days (custom builds).

Can I get a refund instead of a replacement?

For warranty claims within 90 days: yes, full refund available. After 90 days: replacement is standard; refunds considered case-by-case.

Order today

Browse all fireplace doors, view our full warranty page, or call (949) 619-7824 with questions.