GENERAL WARRANTY
How long is the warranty?
All EcoSmart Fire products are covered by a complimentary 1–2 year manufacturer's warranty. Coverage varies by product and material.
What does the warranty cover?
It covers defects in materials and workmanship under normal use; including structural faults, manufacturing defects, and coating failures not caused by external factors.
What isn't covered?
Normal wear and ageing, cosmetic changes to natural materials, damage from misuse or incorrect installation, environmental wear, and unauthorised modifications are not covered.
Do I need proof of purchase?
Yes. We'll need your original receipt, invoice, or order confirmation number to verify your purchase date and process your claim.
I bought through a retailer. Do I contact them or you?
If you purchased through one of our retail partners, the fastest route is to contact the retailer's customer service team first. They can verify your order, confirm eligibility, and work directly with us behind the scenes if needed. Have your order number, photos, and a summary of the issue ready when you contact them.
THE CLAIMS PROCESS
What happens after I submit my warranty claim?
Once you submit your claim, our support team will review it within 2–3 business days and contact you with the outcome and any next steps.
What photos do you need?
At a minimum, a close-up photo of the affected area and a full photo showing the overall condition of the product. Context about your product's location and environment is also very helpful.
Who reviews my claim?
Every claim is reviewed individually by a member of our support team. They look at your case, your photos, and all the details before reaching a conclusion.
FIRE TABLE QUESTIONS
My concrete fire table has hairline cracks or colour changes. Is that a defect?
Minor hairline crazing, colour shifts, and texture variation are normal characteristics of concrete, not manufacturing defects. However, if you're seeing significant or unusual cracking, please submit a claim so we can take a look.
My teak fire table has turned grey. Is something wrong?
Not at all. Teak naturally develops a silver-grey patina over time when exposed to the elements. This is purely cosmetic and doesn't affect the wood's strength or durability.
How long does a replacement take to arrive?
Approved fire table replacement lead times vary based on inventory. Our team will confirm the current lead time when your claim is approved. Please note the lead time does not begin until any applicable shipping payment has been received.
TEAK: SEALING AND OILING
Do I have to seal or oil my teak furniture?
No — it's entirely optional. Oiling or applying a teak protector is mainly useful if you'd like to enrich the colour and slow down the natural weathering process. Left untreated outdoors, teak will gradually develop a silver-grey patina, which is a completely normal characteristic of the wood.
What kind of oil or protector should I use?
If you choose to treat your teak, use a clear natural linseed oil — not boiled linseed oil. We also recommend Golden Care Teak Protector. Whichever product you use, always follow the manufacturer's instructions.
How often should I reapply teak oil or protector?
As a general guide, once or twice a year if the furniture is outdoors and regularly exposed to sun, humidity, or rain. More frequently in commercial or high-exposure settings.
Do I need to prepare my teak before oiling or treating it?
Yes. Make sure the furniture is clean, completely dry, and free of dust or mildew before applying anything. If needed, wash it down with mild soapy water and allow it to dry fully before treating.
Will oiling stop my teak from turning grey?
It will slow down the process, but may not prevent it entirely, especially in strong sun or harsh conditions. Regular maintenance coats help keep the colour richer for longer. If the silver-grey patina does develop, it's purely cosmetic and has no effect on the strength or durability of the wood.
CONCRETE SURFACES: SEALING
Why should I reseal my concrete surface?
Resealing helps protect the concrete from stains, moisture, and everyday wear. It also makes the surface easier to clean and helps maintain the colour and finish over time.
What sealer is recommended for concrete?
We recommend Meguiar's Deep Crystal Carnauba Wax. It's well suited to the Fluid™ Concrete used in EcoSmart Fire products and can be found at most automotive or hardware retailers.
How often should I seal my concrete?
At least every six months for home use. In commercial or high-traffic settings, every three months will give you the best ongoing protection.
What should I do before sealing?
Clean the surface first using mild soap and warm water with a soft cloth, then allow it to dry completely before applying any sealer.
Related Articles
- What Does EcoSmart Fire's Warranty Cover? (W-PA-01)
- How to Submit a Warranty Claim (W-PA-02)
- Caring for Your Fire Table: Concrete & Teak (W-PA-03)
- Materials & Care Support on website