This is a demo store. No orders will be fulfilled.

Warranty and Reimbursement Policy

In our constant effort to maintain simplicity yet be more efficient, we are requesting that if a part is needed to repair a unit, an order must be submitted on the Customer Claim/Warranty Request Form. Please click here to complete an online form. All areas on the form must be completed to ensure that the warranty claim is properly processed

Please take special care in correctly completing the model number, serial number and installation date.

You, the dealer, will be invoiced for all parts ordered for the repair, and will be reimbursed only after the manufacturer has issued the warranty credit to BAC Fireside Group.

Labor and/or mileage allowances are predetermined by the manufacturer in accordance with the work performed. Any labor and/or mileage accrued above the set labor and mileage rates need pre-authorization, with the amount to be determined by the manufacturer. These rates can be made available to you by contacting the BAC Fireside Warranty Support Team at 866-880-3473 x6306

The warranty period for consumers begins at the date of installation. Installation and start-up procedures are considered to be normal required activities not associated with warranty service. Issues such as log placement, air shutter adjustment, gas pressure or venting should be included in start up. These procedures are not covered by the product warranty.

It is the responsibility of the dealer to return warranty parts. BAC Fireside Group is not responsible for issuing call tags for warranty items that must be returned.

PLEASE NOTE: This is a brief outline only. Vendor guidelines are subject to change without notice. For more information, please call 866-880-3473 x6306 for the BAC Fireside Warranty Support Team.

In most cases, manufacturer’s do not cover freight charges of warranty parts. BAC Fireside Group is not responsible for freight charges incurred by a dealer for replacement parts. Freight for all warranty items is the responsibility of the dealer.