What the ELEMENTI warranty covers – and what it explicitly does not – can be said in a few sentences, but saves a lot of time in a dispute. The warranty applies to material and manufacturing defects under normal use, not to typical handcrafted features of GFRC. That is exactly where most queries arise, so it comes first here.
The article explains the warranty period, the four exclusion groups, the process of a warranty claim, returns within 14 days and how to order spare parts. In addition you will find the service contact details – and the points to watch when unpacking, so that claims do not fail on deadlines.
2 years from the purchase date on fire pits and furniture, under normal use and care.
Handcrafted features, wear, lack of care, own modifications and follow-up costs.
Four details: order number, model, problem description, overall photo and close-up.
14-day right of withdrawal; the buyer bears the return shipping costs.
Spare parts and accessories for care can be found here:
1 How long does the Elementi warranty apply – and what does it cover?
Under normal use and proper care, all fire pits and furniture carry a 2-year quality guarantee from the date of purchase. Covered are component and manufacturing defects under normal conditions of use. ELEMENTI repairs or replaces defective products at its own discretion.
When does the warranty period start?
The period starts with the date of purchase, not with the delivery date or commissioning. Keep the invoice or proof of order – without proof of purchase the start of the period cannot be determined. For processing, the order number is usually sufficient.
Who decides between repair and replacement?
Whether a product is repaired or replaced is decided by ELEMENTI after reviewing the case. Liability is limited to the purchase price of the affected product. Indirect damage going beyond the purchase price is not part of the warranty.
Does ELEMENTI cover the shipping costs in a warranty case?
We provide spare parts and replacement products free of charge. The buyer bears the cost of shipping to the original place of purchase; the same applies to removal, on-site assembly and reinstallation. These items are explicitly excluded from reimbursement in the warranty terms.
Does the warranty also apply to commercial use?
No. The warranty applies to products in non-commercial, private use and is not transferable. If you want to use a product commercially, for example in a restaurant or a hotel, clarify the applicable conditions with our service team before ordering.
Does self-assembly of the gas fire pit void the warranty?
For the gas connection, yes. Gas products must be installed by an approved gas fitter; all work on the gas line is reserved for this group of people. Installation, a change to the gas line or an improper repair by unauthorised persons is not covered by the warranty.
2 What is excluded from the warranty?
Four groups are excluded: handcrafted characteristics of the material, normal wear, lack of care and unauthorised interventions, plus follow-up costs. This split matters because it explains why a visible characteristic is not automatically a defect.
Which handcrafted features are not considered defects?
GFRC is cast by hand from natural mineral raw materials. Natural colour and texture deviations of up to 15 % – between two products or across a single surface – individual surface pores, fine non-structural hairline cracks from natural curing as well as slight weathering and water marks outdoors are typical of the material. They do not affect the structure or the usability and are not manufacturing defects.
Which points count as normal wear?
Stains, impact marks, scratches, chipped edges as well as colour deviations based on photos fall into this group. Signs of use occur on any product that is used and do not justify a warranty claim. Superficial refreshing can be done yourself with the ELEMENTI repair liquid and a reseal.
What happens with a lack of care or your own modifications?
If a product is not cared for according to the instructions, or if it is sanded, painted, dismantled or rebuilt without written approval, the warranty lapses. This rule protects against damage caused by the wrong cleaning agents or unsuitable protective products. For resealing that means: better not to use products of unknown composition.
Which costs are excluded?
Transport damage and the effort for removal, on-site assembly, reinstallation and shipping costs are not reimbursed. Transport damage is handled via the carrier – we support you with the process, without it becoming a warranty case. What to do about transport damage is described in the FAQ article Shipping and Delivery.
Which exclusions apply specifically to gas fire pits?
Three groups matter: gas installations by unauthorised persons; wear and consumable parts such as the thermocouple, ignition electrode, spark plug, battery, gas hose and pressure regulator, as well as metal oxidation and discolouration from heat; and fragile or decorative attachments such as wind glass panels, ceramic wood, lava stone and fire glass.
Which exclusions apply specifically to ethanol fire pits?
Here too there are three groups: damage from the wrong fuel, such as ethanol below 95 % purity, methanol or petrol; discolouration of the surface from fuel residues as well as heat-related metal discolouration; and supplied decorative material and accessory parts.
3 How is a warranty claim made?
A claim is made through the original place of purchase or the ELEMENTI service team and needs four details. The more complete these documents are, the faster the case can be classified and processed.
Which documents are required?
The following are needed: the order number or proof of purchase, the product model with a short description of the problem, plus an overall photo of the product and a sharp close-up of the affected area. Without photos, an assessment from a distance is not possible. Also keep the original packaging – it is needed for returns and replacements.
What should I definitely not do myself?
Do not sand or repair anything before the case is settled. Unauthorised work affects the assessment and can jeopardise the claim. For a return, please agree the transport in advance and pack the product securely – the FAQ article Care and Winter Storage explains how concrete surfaces are prepared for transport.
What happens with a complaint directly after delivery?
Check the goods as soon as you unpack them – this includes deviations that only show up in photos. Visual deviations within what is typical of the material are normal; if a deviation seems too large to you, please contact us promptly. Transport-related damage is not part of the warranty but damage from the delivery – we report it to the carrier and handle the case for you.
4 How do I secure my warranty claims?
Many rejected claims fail not because of the product but because of documentation or care. Three things decide whether a claim can be reviewed: the proof of purchase, the packaging material and the question of whether the product was treated according to the instructions.
Why is the original packaging so important?
Without the original packaging, large components can hardly be shipped safely. Keep the packaging therefore for as long as the product is in use – for a replacement or a return it is practically indispensable. Wrap a damaged area additionally with padding material so that it is not put under further stress in transit.
Why is care a warranty issue?
Because lack of care is an explicit exclusion group. Reseal the surface every 3 to 6 months, at the latest after 12 months, and store products dry before covering them. Anyone who works with aggressive cleaners or sands the product without approval risks the warranty – the right products are listed in the FAQ article Care and Winter Storage.
Do the 2 years also apply outside the EU?
The conditions described here relate to deliveries within the EU. Other regions may have different periods and rules, which can be found in the documents valid there. If you intend to buy abroad or use the product commercially, clarify the scope before ordering.
What should I do if a spare part seems to be unavailable?
Contact the service team with the model, year of manufacture and order number. For most components there are assignments via the product model, for example for the thermocouple, ignition electrode, gas pressure regulator, fountain pump or transformer. What matters here: use only original parts – perfectly fitting alternatives from a DIY store are not intended and can cause consequential damage.
What can I do after the warranty has expired?
After the two years have passed, the service team remains available – costs are then charged according to the work involved. For many cases there is a direct solution: repair surfaces with the repair liquid and reseal them, reorder wear parts such as the gas hose, ignition electrode or fountain pump as original parts. For larger damage, an assessment by the service team is worthwhile before you intervene yourself.
Can I carry out a repair myself?
Small defects yes – with the matching repair liquid and subsequent resealing. Sanding, painting, dismantling or rebuilding without written approval, on the other hand, is not permitted. Such work changes the surface permanently; that is why a deviating shade at the repair area is one of the normal results.
5 Returns, spare parts and contact
Alongside the warranty there is the statutory right of withdrawal and the route via spare parts. Both routes are less complicated than many expect – the return within 14 days and obtaining original parts from the manufacturer or specialist dealer.
| Component | Recommended interval |
|---|---|
| Gas hose | check monthly, replace immediately if cracked or aged |
| Pressure regulator, thermocouple, ignition electrode | in case of malfunction or after the annual inspection |
| Fountain pump | clean every 2–3 months, replace if defective |
| Resealing of the surface | every 3–6 months, at the latest after 12 months |
| Batteries | CR2025 or AAA, remove during longer periods of non-use |
How does a return work?
You have a 14-day right of withdrawal and can return the order without giving reasons. Once the return has arrived, we refund the full purchase price of the returned goods. The buyer bears the return shipping costs; because we organise the collection, the amount is – unless instructed otherwise – offset directly against the amount originally paid.
Which spare parts can I order individually?
Individually available are, among others, wear and spare parts for fire pits (thermocouple, ignition electrode, spark plug, gas hose, pressure regulator), decorative material such as lava stone and fire glass, fountain components such as pump, hose, transformer, rubber plug and levelling shims, as well as the repair liquid for GFRC. Orders are placed with the manufacturer or the specialist dealer – use only original parts, because unauthorised components cause damage and can impair the warranty.
Can the fountain pump be replaced individually?
Yes, the pump is a replaceable component. Order it in the same version as the original and, when installing, make sure that the pump is fully submerged and only touches the basin floor. Important to know: non-structural wear and consumable parts are not covered by the warranty.
Which batteries does the fire pit need?
The gas fire pit uses AAA batteries for ignition. The remote control of the smart ethanol fire pit works with a CR2025 lithium battery (3 V), which is not included in the scope of delivery. On cylinder operation, fully close the gas supply before changing batteries; remove the batteries during longer periods of non-use.
How do I reach the service team?
OCEAN ROCK EU GmbH, Bussardweg 6, 41468 Neuss, Germany; phone +49 2173-2979 981, email info@elementishop.com. For warranty, returns or care questions, the order number and a photo are usually sufficient. If you have a question about choosing, the FAQ Buying Guide: Material, Fire Pit, Furniture, Fountain helps; for setup, Setup and Installation; and for cleaning and winter, Care and Winter Storage.
The formulated warranty conditions in detail are summarised in the article How does the Elementi guarantee work?. All articles in this series are collected in the FAQ section of the guide.