The Bioflame Lotte Wall Mount Ethanol Fireplace in Black

Shipping

Shipping is complimentary within the continental US. For shipping to Hawaii or Alaska, please reach out to us and we will confirm shipping costs. 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and preauthorized your credit card for the purchase.

As soon as we receive your order, we automatically check to confirm that your items are in stock and available for immediate shipment. If your item is on back-order or unavailable, we will void the pre-authorization and reach out to you via email to see if alternate arrangements can be made.

If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and get to work preparing your order for shipment.

Order Shipment:

If your order is in stock and we successfully process the charges to your credit card, your order will ship within 5 business days from the date of your order.

We will email your shipping confirmation within 24 hours of your order leaving the warehouse.

If you do not receive shipping confirmation from us within 4 business days of your order, feel free to follow up with us at sales@hellohaven.co.

International Orders:

Please note that we do not ship outside of the United States.

Damages:

We want to make sure you have the best possible experience from choosing your items to unboxing and enjoying them.

If you notice any damage to the packaging and/or your item(s) when they arrive, please take photos and email them to sales@hellohaven.co within 24 hours of receiving. If there is damage to packaging but your items are unaffected, please know we will follow up with our shipping partners regardless. If there is any damage to your items, we will reply to your email to initiate the return process.

Return Policy

You are entitled to return your new, unused order in it's original packaging within 30 calendar days of receiving your order for any reason. There is no restocking fee, but you will be responsible for return shipping fees.

The deadline for returning an order is 30 calendar days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of return, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by email at sales@hellohaven.co.

We will reimburse you no later than 30 calendar days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

If your order arrives damaged, please reach out to use immediately with photos and we will make it right. 

The Bio Flame offers a 3-year warranty from the date of purchase on all operation-related functions of the fireplaces. The warranty does not cover any product damage that occurred during shipping or was caused by improper product handling or installation.

What the Warranty Covers:

Factory defects or malfunctions related to normal operation within the first 3 years from the date of purchase.

First-Use Claims Must Be Submitted Within 1 Year of Delivery

Products must be opened, inspected, and tested within 1 year of delivery. Claims related to missing components or issues identified during first-time installation or use will not be accepted if submitted after this period, regardless of when the product was installed or first used.

What the Warranty Does Not Cover:

Improper Product Handling or Installation:

The warranty does not cover damage that occurred during shipping or damage caused by improper handling or incorrect installation. This includes, but is not limited to:

• Failure to follow installation instructions provided in the manual.
• Using unapproved or non-compatible accessories or modifications.
• Installing the fireplace in a non-compliant or unsafe manner (e.g., placing it too close to combustible materials, failing to ensure proper ventilation).
• Dropping, denting, or physically mishandling the unit during installation.

Deterioration or Accident Due to Negligence:

The warranty does not cover deterioration, accidents, or damage caused by negligence, failure to maintain/service the unit, or unauthorized modifications. Examples include:

• Using non-recommended fuels, additives, or other substances that may cause residue buildup or malfunction.
• Exposing the unit to extreme weather conditions, water damage, or prolonged exposure to moisture when not designed for outdoor use.
• Overfilling the burner or improperly refueling (e.g., spilling fuel inside the unit, refueling while the burner is still hot).
• Unauthorized modifications, tampering, or repairs not performed by The Bio Flame or an authorized technician.

Improper Use:

The warranty does not cover damages resulting from improper use or use under conditions other than intended. Examples include:

• Using the fireplace for purposes other than decorative heating (e.g., cooking or heating objects on top of the unit).
• Operating the unit in an enclosed space without proper ventilation, leading to overheating or improper combustion.

By signing up for our 3-year Warranty, you understand and agree that you are providing personal information to Hello Haven and The Bio Flame in accordance with the Privacy Policy and Terms and Conditions. The Bio Flame products come with a standard 3-year Warranty from the date of purchase for operation-related functions only. After receiving warranty claims, The Bio Flame reserves the right to approve or reject claims based on the information and proof submitted. Registration within 1 year of the date of purchase is required for the warranty to be valid. Please reach out to sales@hellohaven.co with any questions or to begin a claim.