Warranty & complaints
Last updated: October 20, 2026
Manufacturer warranties
Every appliance we sell carries its manufacturer’s warranty, registered in your name when you buy from us as an authorised retailer. Most steel and cast-iron stoves from Drolet, Osburn, Enerzone, J.A.ROBY and Englander carry a limited lifetime warranty on the firebox and body, with shorter terms on parts such as glass, gaskets, baffles, bricks, blowers and electronics. The exact terms are in the owner’s manual shipped with the stove and in the specifications on each listing.
Making a claim
Email us with your order number, the model, a description of the fault and photos. We handle the claim with the manufacturer or distributor on your behalf. Please do not ship anything back until we confirm.
What isn’t covered
- Wear items: firebricks, baffles, gaskets, glass, catalytic combustors and paint discolouration
- Over-firing, burning wet or treated wood, coal, trash or chemically treated fuel
- Installation that does not follow the manual and local code, or chimney and draft problems
- Damage from moving the appliance after delivery
Our installation guarantee
Where we install, the installation itself is guaranteed for 12 months against workmanship defects, in addition to the appliance warranty.
Complaints
If something has gone wrong with an order and you’re not happy with how we’ve handled it, email info@rusticwoodstoves.com with “Complaint” in the subject line. We reply within 2 business days and aim to resolve every complaint within 14 days.