The team at ProHeat Supplies works tirelessly around the clock sourcing only the best products available on the market. We pride ourselves on stocking quality products that are built to last and provide our customers with an effortless and enjoyable shopping experience.

We are here to help you, from choosing the right product, all the way through to product aftercare. It doesn't matter if it's a week, a month or years after purchase. 

Call us today on 0333 050 7450 and a member of staff will be happy to help.

Find out what customers have to say on TRUST PILOT - HERE

You Buy It, We Plant It!

For every order placed, ProHeat Supplies will plant trees on your behalf. We will email you confirmation on how many trees you have planted!

Deliveries on all EcoSmart Fire products are FREE of charge on orders over £50. We only work with selected freight companies to ensure a fast and reliable delivery.

DELIVERY INFORMATION

• Please allow 1-3 days for the order to be processed.
• Once the order has been processed, your method of payment will be charged and an email confirmation of your order will be sent. When your item(s) has been dispatched we will email you the tracking details.
• Estimated shipping times are subject to change due to unforeseen events.
• If your product is out of stock, please allow up to 4-8 weeks for delivery

Zone 1: 5-10 Business days

England & Wales

Zone 2: 10-15 Business days

Scotland/ Republic of Ireland/ Northern Ireland/ Isle of Man

Full returns and warranty information can be found using the links below. ProHeat Supplies strongly recommends the customer to read this section in full including all links attached and ProHeat Supplies full returns policy

ProHeat Supplies will do its best to ensure all returns & warranty claims are satisfied. To ensure your return is processed smoothly, please ensure you have adhered to all of EcoSmart Fire's policies & procedures outlined below when making a return or warranty claim.

Failure to do so may result in your return or claim being rejected; ProHeat Supplies will not be held liable or responsible to cover refunds or returns if these policies are not followed. To start a claim please email returns@proheatsupplies.com

Note EcoSmart Fire products are designed and manufactured by MAD Design Group

RETURN OF GOODS

• No returns will be accepted unless the company has previously agreed in writing. If the company agrees to the return of goods, they must be unsoiled, undamaged and in a resalable condition with the original packaging (or customer pays for all costs of replacement or repair) and delivered free to the company’s premises unless otherwise agreed by the company in writing. A restocking fee of 20% of the invoice value of the goods will be applied.
• Goods imported especially for the customer or non-standard equipment made to special order cannot under any circumstances be returned and/or credited.

CANCELLATION OF ORDER

• No order may be cancelled, modified or deferred without the prior written consent of the company (which is at the company’s sole discretion).
• If such consent is given, it is at the company’s election, subject to the company being paid a cancellation fee being 10% of the invoice value of the goods if cancelled within 48 hours of placement of the order and otherwise 20% of the invoice value of the goods.

COMPLAINTS

1. Complaints concerning noticeable defects must be uttered in writing within seven (7) days after delivery of the goods, at the exceeding of which MAD UK is not obliged to any form of compensation. Defects, which could not reasonably be established within the aforementioned term, must immediately after establishment thereof, but not later than within 30 days after the arrival of the products, be reported in writing to MAD UK.
2. After the discovery of any defect, the principal is obliged to stop the usage and/or further delivery to third parties of the concerning products without delay.
3. Principal will render all assistance, as required by MAD UK for investigation of the complaints, amongst other things by giving an opportunity to MAD UK to do an investigation or to have one done, or by returning some representative defective products at MAD UK’s expense.
4. It is not open to the principal to return the products before MAD UK has agreed to that in writing. The costs of returning the goods are for principal and the products remain at his risk. Returning never implies any recognition of liability.
5. Defects concerning a separate batch of products, which is part of a delivery consisting of more lots, only give principal the right to annulment of the entire agreement if principal cannot reasonably be expected to maintain the remaining part of the agreement.

Please click HERE to view MAD UK’s full T&Cs

Warranty

DISCLAIMER

EcoSmart Fires are covered by a transferable limited warranty and a solid service and support network should you need it. Many aspects of EcoSmart Fires are hand-produced, hand-finished and use natural materials, which makes them subject to variations in colour, finish and size. 

All pieces will mature and age over the course of time through natural processes associated with use, heat and flame. These changes are an essential part of the dynamic of the piece. MAD Design Group reserves the right to make minor amendments without prior notice. 

GUARANTEE AND WARRANTY

EcoSmart Fires® are guaranteed for 2 years from the date of purchase on stainless steel parts including raw, linished and powder coated. There is a 1 year warranty from date of purchase on mild steel including powder coated and chrome plated, cement, glass, leather, fabric, teak and mdf (painted or cement rendered).

WARRANTY EXCLUSIONS

Chips and scratches are not covered by warranty. Natural variation in colour, texture and porosity may occur with Fluid™ Concrete Technology products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect. 

If you live in extreme weather conditions where accumulation of snow is likely, use of the Winter Storage Bag is imperative in order to be covered by warranty.

MAD DESIGN GROUP UNDERTAKES TO:

Repair or, at its option, replace without cost to owner either for materials or labour, any part that is found to be defective. The express warranties do not include: 

(A) Service calls to:

1. Correct the installation of the Fire. 
2. Instruct you how to use the Fire. 

(B) Repairs when EcoSmart Fires have been used in other than normal domestic/commercial use or when not used in accordance with the Installation, Operating and Maintenance Manual. 

(C) Repairs when EcoSmart Fires parts or models have been modified or altered in any way that has not been approved in writing by MAD Design Group. 

(D) Repairs when the product has been dismantled, repaired or serviced by anyone other than an authorised representative of MAD Design Group. 

(E) Pick up and delivery. 

(F) Normal maintenance as required in the Installation, Operating and Maintenance Manual supplied with EcoSmart Fires. 

(G) Transportation or travelling costs involved in the repair when the appliance is installed outside MAD Design Group’s AUTHORISED CUSTOMER SERVICE CENTRES’s normal service area. 

(H) Damage to the product caused by accident, misuse or Act of God. 

(I) Any incidental shipping or holding costs to deliver your product or parts to an Authorised Customer Service Centre. 

Please click HERE to view EcoSmart Fire's full warranty conditions