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Water is used when cutting and crafting your surround. When limestone is fresh from the quarry there can be a slight tinge to the stone and the colour can be slightly off. This is 100% normal and once the material is fully dry the colour should match. Limestone is a natural material and a 100% match to our display model is not guaranteed.

All electric fires make an audible sound, it’s simply the mechanisms working. A small audible sound is not classed as a fault as it is the proper operation of the fire. If you hear any loud bangs or constant clicking then this may indicate a fault and you should report it to the manufacturer. Thank you.

Whether it’s a new wood-burning stove, gas fire or electric mediawall fire, all new fires tend to have a slight metal burning smell when operated for the first time. The smell is the oil and dust particles from the metal being burned away, is completely normal, and not a fault. This should disappear in a short while. However, if this smell persists, please contact us.

A heating system such as a mediawall electric heater does not replace your existing home heating. They are designed as supplementary heaters only and using them for long periods may lead to damage. All electric heaters have a max of 2kw heat output, which is not enough to heat a home. Of course, the light settings and flame effects can be used for a for a much longer time, we recommend you switch them off at night just to save energy.

Most remotes will not have interference and you will be able to use both separately as normal. When there are some cross controls, it is because both remotes are on the same frequency channel. To resolve this please change the channel of one of the remotes. Our Lumiere fires use infared remote controls and if you point the remote at the fire will not control the TV and vice versa. We can only advice as to the operation of the fire and not 3rd part electronics.

There are certain parts of a surround that even the best manufacturing cannot produce perfectly. It is common that a inside corner of a cut, upon very close inspection, may appear to be slightly chipped. This is part of the crafting process and is not a fault. These small ‘chips’ are more common in marble rather than the softer limestone. Of course, larger chips are faults and should be reported to us as soon as possible.

Limestone is a very porous material and can absorb moisture. Water is used when installers have had to cut the limestone to size. Your limestone can even be slightly damp to the touch for 4-8+ weeks after installation until all of the moisture has wicked away. This is normal and not a fault.

This is completely normal. Due to the high heat, the bricks are put through incredible strain. Heat bricks are classed as consumables and may need to be replaced from time to time. But don’t worry, this is not a fault, even cracked but still intact, they are still safe to use. If you require replacement parts for your stove please contact us.

Our stoves are manufactured to high standards with tough materials, from reliable brands, but it has a hard job, and ‘consumables’ such as your glass or rope seals can deteriorate over time. There are a few things that can affect the life of your consumables.

Constant High Temperatures – Think of your car, if you drive faster and harder for long periods you will need to replace your brakes etc – if you are running your stove full blast for long periods it can lower the life expectancy of your parts. This is a more common issue for multi-fuel stoves as coal burns hotter for longer and produces more byproducts.

Regular Maintenance – Keeping your stove free from too much ash, cleaning your flue/chimney regularly. More frequently if you are burning coal.