BH Warranty
Back Home Warranty Policy
Back Home products are covered by manufacturer warranties that protect against defects in materials and workmanship under normal residential use. While coverage periods vary by product and component, all warranty claims are handled through Back Home in accordance with distributor-level warranty guidelines.
Warranty coverage applies to the original purchaser only, is non-transferable, and covers replacement parts only. Labor, installation, removal, shipping, or service costs are not covered.
What’s Covered
- Defects in materials or workmanship
- Manufacturer-approved replacement parts
- Structural or functional components within the stated warranty period
What’s Not Covered
- Normal wear and tear, cosmetic changes, rust, or fading
- Improper installation, misuse, neglect, or unauthorized modifications
- Damage caused by weather, moisture, fire, or acts of nature
- Freight or shipping damage not reported at delivery
- Labor, installation, or service-related costs
How to File a Warranty Claim
Back Home handles all warranty claims by email.
Please contact support@backhomehq.com with:
- Proof of purchase
- Product model and serial number
- Description of the issue
- Clear photos or video of the defect
Back Home will review the claim and coordinate with the manufacturer if approved.
Fire & Water Warranty
Natural Materials
Many fire & water features are made using natural materials such as copper. These materials naturally change over time when exposed to the outdoors. Color changes, patina development, and surface variations are a normal part of the aging process and are not considered defects.
Installation & Use
To ensure safe operation and long-term performance, products must be installed and used according to manufacturer instructions and local building, gas, electrical, and plumbing codes. Improper installation, modification, or use outside of intended outdoor applications may void warranty coverage.
Fire & Water Feature Care
Fire & water features require proper drainage, water flow, and seasonal care. Damage caused by freezing temperatures, standing water, improper fuel type, incorrect gas pressure, or use of non-recommended fire media is not covered under warranty.
Ignition & Electrical Components
Electronic ignition systems and related components are covered for the period specified by the manufacturer. Electrical wiring, automation systems, and installation labor are not included in warranty coverage.
Residential vs. Commercial Installations
Warranty coverage may differ between residential and commercial installations and is determined by the manufacturer based on how the product is used.
Warranty Limits
Warranty coverage is limited to approved replacement parts. Labor, installation, removal, and incidental or related damages are not covered.
