Capital Fireplaces Ltd.  Avis 

Réponse de Capital Fireplaces Ltd.

10 oct. 2025

Hi Luke,

The Capital Stove Lifetime Warranty excludes the following naturally wearing consumable items; glass, firebricks, sealing rope, baffle and grate (including riddling mechanism).

To make a claim under warranty, the following criteria must be met:

1. Sight of the data plate that should have been fitted by the approved installer.
2. Proof of installation by HETAS or other approved body, or letter from Building Control confirming that the installation was installed in accordance with the Building Regulations.
3. Proof of purchase from one of our approved suppliers.
4. Proof of annual sweeping of chimney, at which time an inspection as to the condition of both the chimney and stove should be carried out to allow for necessary maintenance to be performed.
5. Only dry/seasoned wood with moisture content of less than 20% or anthracite has been used.

Upon receipt of all necessary paperwork, we will review the claim under warranty. If all criteria is met to show that the stove has been properly installed and used, we will replace the part(s) in question - unless they are consumable parts.

I understand that you are still in touch with our Customer Service Team who are trying to guide you through the warranty process and gather all of the required paperwork. It is important we receive all related paperwork and the correct images to proceed with a claim.

Thanks

The Capital Team

Réponse de Capital Fireplaces Ltd.

6 mars 2025

Hi Jay,

We are sorry you feel this way and that this has prompted you to leave a negative review.

To address your review in a fair manner, we want to be clear that that there is nothing wrong with the quality of the stove, the design of the stove or it's operation. You are dissatisfied with the cost of the replacement door glass and feel that your retailer should have been clearer, at the point of purchase, as to the costs involved with replacing consumable parts for your chosen stove.

As explained to you via previous email correspondence, the glass in a stove is a consumable product and something that will need replacing over the lifetime of your stove. There are many factors that affect the lifespan of consumable parts which include (but is not limited to) attrition, accident and degree of care, all of which depend on frequency of use and habits of the stove user.

Consumable parts of a stove include glass, firebricks, sealing rope, baffles, grates, riddling mechanisms and handles. You will find that this is the same across any stove manufacturer, not just Capital Fireplaces Ltd.

If the retailer you purchased your stove from did not explain the nature of consumable parts to you, we would recommended that you speak to them directly and pass on your feedback. We supply to independent retailers and are not responsible for the levels of service or information they provide.

Replacement glass for products that are screen printed (the black edge around your Savona door glass) do tend to be more expensive to have manufactured, and will therefore be more expensive to purchase. We do try to remain as competitively priced as possible at every opportunity, where manufacturing costs allow.

We can only extend our apologies that you do not feel that the cost of this replacement consumable part is justified at this time.

We can see you have sent some additional correspondence via email, so we will continue to liaise with you to assist with your additional queries.

Kind Regards, The Capital Team