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FAQ's

Common Questions

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I spilled some e-NRG. What is the safest way to clean it up?

Bioethanol can be wiped up with either a paper or cloth towel. Paper towels can be disposed of in regular trash bins. Though not toxic, it is recommended that you wash hands immediately after coming into contact with e-NRG.

Do I need to service my product in any way?

Yes, normal maintenance and care is very important! Instructions are included in the Installation, Operating and Maintenance Manual supplied with your product.

Is e-NRG safe to be stored inside?

Ethanol is a stable liquid that is safe to store indoors as long as it is kept away from an open flame. It is also safe to be kept in garages, utility rooms or other outdoor storage areas without any risk. In accordance with various global regulations, ethanol (100% alcohol) cannot be sold in its purest form to avoid human consumption. A bittering agent is added to the formula to prevent ingestion.

Is it required that I use a jerry can to operate e-NRG or can I pour e-NRG directly into the burner?

Yes, we provide jerry cans, lighting rods and lighters with every burner because we want you to have the highest quality and safest experience possible when using our products. The jerry can ensures that you don’t splash ethanol when pouring or overfill the burner.

If you add the adaptor to the e-NRG bottle the Safety Spout can be connected to the bottle - only then can you use the e-NRG bottle to fill the burner. Filling from the bottle without an attached safety spout can result in serious injury.

Is e-NRG ethanol the same as gel fuel? Can I use gel fuel in my fire?

e-NRG is a liquid fuel and is NOT the same as gel fuels. Gel fuels have added thickening agents that can reduce the heat output and fuel efficiency. It can also leave sticky residue in the burner, which will eventually affect safe operation. Gel fuels are used only on burners specifically designed to use them. EcoSmart Fires are designed and manufactured to burn only e-NRG liquid ethanol. Other fuels, especially gels, are not recommended. In fact, the use of brands other than e-NRG voids the burner’s warranty.

Does e-NRG burn yellow or blue?

e-NRG is formulated to consistently burn its signature bright orange colour so you get maximum enjoyment out of your e-NRG burning fireplace.

Is this the same ethanol I can buy at gas stations?

No. The ethanol sold at gas stations is in no way similar to e-NRG.

If I purchased from a retailer, can I contact EcoSmart Inc directly for warranty?

It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.

What if I have modified the product?

If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by EcoSmart Inc or The Fire Company Pty Ltd. However, we are happy to provide assistance with any issues you are experiencing.

Can I return my product without the original box and accessories?

In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.

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