Terms & Conditions

Service Callouts

There is a call out charge for all service-related callouts, which is charged at Henley Stoves discretion. If the fault is found to be a manufacturing issue, then your cost will be refunded to you post-callout.

Warranty Terms and Conditions

Room Heater Stoves– 5 Year Warranty 

*(On the main body of the stove, excluding impact damage or damages caused by over-firing)

• 1-year standard manufacturer's warranty as in accordance with EU regulations, to activate your warranty please ensure you register online within the first 3 months of installation, if not the warranty will be void.

Boiler Stoves – 3 Year Warranty on Boiler

• 1-year standard manufacturer's warranty as in accordance with EU regulations, to activate your warranty please ensure you register online within the first 3 months of installation, if not the warranty will be void. A leaking boiler must be reported toservice@henleystoves.com with evidence of the leak photographed and sent with details including the serial number.


Covered in the first year:

• Grates, baffle plates and bricks.

• There is no warranty on glass, except in the first year, in the case of thermal shock .i.e. clouding/glazing.

Not covered under warranty:

• Please note Fire Bricks will develop hairline cracks over time and only need to be replaced upon total disintegration of the brick, where you can see the main body of the stove.

• Please note issues such as replacing the fire rope, replacing the door handle/nuts and bolts, paint peeling, bricks cracking, replacing grate, glass or baffle doesn’t warrant a service call & can be easily done using manual instructions.

• Rust on any part of the stove is not covered under warranty, unless it is reported before installation/on delivery.

• Incidental or consequential damages, any injury to persons or property, or any other consequential loss would not be covered under warranty and Henley Stoves does not accept any liability under these circumstances.

• Labour is not covered under warranty i.e., installation costs/re-fitting costs.

• If a crack appears on the top of the stove, due to a layer of pipework with no twin-wall adapter/joist support.

• Parts which are damaged by external factors such as unadopted chimneys, thunderstorms, dampness, faulty plumbing, faulty fuel, and mistreatment.

• If the stove is not serviced on a yearly basis, as per instructions in the manual.

• If smoke is coming from the stove, during refuelling this would not be covered under warranty. This is an installation issue.


Please note that Fireplaces do not come with a warranty. If an issue were to arise with a Fireplace, it would be investigated on a case-by-case basis. Where a manufacturing fault has occurred we may repair/replace a Fireplace. (Note: We do not cover installation/fitting costs for Fireplaces)


Electric Fires: Aurora 750, 1100, 1300, 1400, 1500 & 1800 Electric Fire


We offer a standard one-year guarantee on each electric appliance. If you have a technical issue, email service@henleystoves.com. Please

note that this does not affect your statutory rights. Please refer to the Aurora manual for details of what is not covered under warranty.

New Forest 650sq, 870, 1200, 1600, 1900 & 2400 Electric Wall Insets, Ashurst Electric Stove & Branshaw Electric stove.

• If you want to register your warranty, you need to go to Guarantee - British Fires.

• If you have a technical issue, please email service@henleystoves.com

AUTOMATIC 1-YEAR GUARANTEE We offer a standard one-year guarantee on every electric appliance.

FREE 3-YEAR GUARANTEE WITH REGISTRATION British Fires pride themselves on quality and performance, so much so that each of their appliances are eligible for a three-year guarantee when purchased from an authorised dealer. To cover your appliance for a further two years, free registration is required on our website www.britishfires.com/guarantee.

Full warranty terms and conditions are available to view at www.britishfires.com. TERMS & CONDITIONS All appliances must be installed in a correctly ventilated space in accordance with the manufacturer’s installation instructions and the rules in force. All of their fires carry CE Approval. April 2019. British Fires™

1) For any claim to be made within three years from date of purchase you will be required to provide and supply your original proof of purchase.

2) All appliances must have been installed and operated in accordance with the manufacturer’s instructions.

3) Purchase(s) must be made through an authorised stockist/retailer. Please note all consumable items such as any ceramics including; coals, pebbles, logs, bark, crystals, rear panels are not covered by the 3-year guarantee. During the guarantee period any appliance or component which is proved to be faulty or defective in manufacture, will be repaired or replaced free of material and labour charges, providing that we have authorised or carried out the repair or replacement. We will not accept orreimburse the costs of any third-party who undertakes any work carried on the appliance or fits parts, unless we have approved such work in advance of it being carried out. The guarantee period will not be extended even if we repair or replace any appliance or part.

Pellet Stoves: Bio 80, BIO 80Q, Elm 4, Elm 8 & Elm 11

The Guarantee is valid for a period of 2 years and runs from the date of first start-up performed within 20 days of the purchase by personnel certified by HETAS Approved technician, as long as 24 months have not elapsed since the purchase date. To register your warranty you need to go to https://trade.henleystoves.com/AdditionalDepartments/Header-Content/Warranty

The Guarantee is valid only on the following conditions:

1 -The appliance must be installed with an 80mm single/twin wall flue or equivalently 80mm flexi liner, with an anti-down draft cowl.

2 -The appliance must be installed by an approved technician.

3 -Maintenance must be carried out once a year by an approved technician.

The Guarantee does not cover:

1 - Damage caused by incorrect installation of the equipment or by unsuitability of the system.

2 - Faults resulting from negligence, lack of care, incompetent use, or repairs carried out by non-authorised third parties.

3 - Damage caused by transportation.

4 - Work to modify parameters or chimney flue.

5 - Parts normally subject to wear or which last less than the Guarantee period. For example: the glow plug (element), gaskets, the brazier, the firebox lining, ceramic glass, painted parts of ceramic etc.


A short sentence describing what someone will receive by subscribing