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Customer Service 2017-07-18T11:11:02+00:00

Customer Service

Opening Times:
Customer Service Department is open from 9 am to 5 pm Monday to Friday on 01325 327221. Out of these times you can e-mail customerservice@cvo.co.uk and they will get back to you at the earliest opportunity.

Technical Help & Spare Parts:
Our dedicated Customer Service team are available to help with technical advice and to supply spare parts for our gas fires. When calling to request help and to ensure we give you the best customer service available please refer to the user manual and have the following information available:

  • The name of the Fire (see data plate)
  • The type of Gas (NG or LPG)
  • The type of Ignition (Remote or Manual Control)
  • The Serial Number of the Fire (see data plate)

Without this critical data we will be unable to send the correct spare parts. We can supply spare parts for all of the fires with in our current range and these are generally shipped within 7 days however in some instances it can take up to 28 days, please be patient. Please note: Spare parts are not returnable and we will not accept responsibility for the wrong parts being shipped. This policy ensures we keep our spare part costs to a minimum and reduce the administration costs involved in processing these requests.

We have an installation trouble shooting guide available.

Servicing of Fires:
We recommend that all gas fires are serviced every 12 months by a Gas Safe Engineer. This will ensure your fireplace will operate safely and reliably. There are many factors which can stop your fire working, low gas pressure, blocked pilot [typical after a summer of non-use], blocked chimney, batteries failed etc.

Ceramat Replacement:
The Ceramat used on Bowls and other fires is very durable and will last the lifetime of the product as long as the instructions for care and maintenance are followed. The Ceramat cannot be changed on site and therefore the fire must be returned to the factory for repair and retest. This can take up to 56 days.

Cancellation Form:
Our cancellation form can be found by clicking here

Warranty Claims:
The gas Fires produced by Spirit Fires Limited have an exceptional reliability record in the field. This is due to every fire being tested for over 1 hour and then being fully inspected and hand packed before delivery. In the unlikely event of making a warranty claim please follow the troubleshooting section in the Installation Manual as the vast majority of claims are not down to a faulty fire but to incorrect installation. It is advisable to read the installation manual fully before starting to install the fire.

The warranty provided with the fire does not cover:

  • Damage caused by incorrect installation.
  • Damage resulting from incorrect use.
  • Consequential Damage.
  • Fires with a removed or defaced data plate.

Before making a Warranty Claim please ensure you have all the relevant details available for your fire so we can deal with your claim quickly and effectively.

  • Serial Number for the Fire as shown on the Installation Manual Provided with the Fire.
  • Gas Safe Registration details of the installer.
  • Full Name and Address of Purchaser.