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Warranty & complaints

At FireRocket we stand behind the quality of our pellet stoves. Should something unexpectedly not be in order, we're happy to help you quickly. On this page you can read how our warranty works and how to report a complaint.

Warranty

All FireRocket stoves come with a 1-year manufacturer's warranty on manufacturing and material defects, calculated from the date of purchase. This manufacturer's warranty is separate from and does not affect your statutory rights as a consumer: a product must always meet what you may reasonably expect from it (conformity).

What the warranty covers

  • manufacturing and material defects that arise during normal use;
  • defects that are not the result of wear, accident or improper use.

What the warranty does not cover

  • normal wear and discolouration through use (for example of the glass tube);
  • damage due to improper use, dropping, knocks or insufficient maintenance;
  • damage from using lower-quality pellets – we recommend ENplus A1 wood pellets;
  • damage from use indoors or in an insufficiently ventilated space;
  • modifications or repairs carried out by yourself.

Making a warranty claim

Do you think you're entitled to warranty? Then send an email to info@firerocket.nl including:

  • your order number or proof of purchase;
  • a short description of the problem;
  • if possible, one or more photos of the defect.

We'll assess your request as quickly as possible and work with you to find a suitable solution, such as repair, replacement or a refund.

Reporting a complaint

Not satisfied with something? Let us know – we take every complaint seriously and use your feedback to improve our service. Email your complaint, described as fully and clearly as possible, to info@firerocket.nl.

  • You'll receive an initial response within 24 hours on business days.
  • We aim to handle your complaint substantively within 14 days. If more time is needed, we'll let you know when you can expect a solution.

If we unexpectedly can't reach a solution together, you can also submit your dispute via the European ODR platform (ec.europa.eu/consumers/odr).

More information