The Decoflame Extended Care Program is a premium warranty extension designed to provide long-term confidence, priority support, and enhanced service for Decoflame Net Zero Fireplace owners. It is available exclusively through authorised Decoflame resellers, and offers three tiers of protection.
You can add a plan as an optional extra when you buy a Decoflame fireplace or burner from us: choose it on the product page before adding to cart. After you buy, you register your plan and your fireplace with Decoflame on Decoflame’s website, with your proof of purchase.
The three plans
Silver Care – extends warranty to 5 years (parts only)
- Extends the standard warranty to a total of 5 years
- Replacement parts only (labour is not included)
- Phone and email technical support
- Annual virtual safety check (burner, electronics, fuel compliance)
- Discounted labour rates for out-of-warranty service
Platinum Care – extends warranty to 7 years (parts and labour)
- Extends the standard warranty to a total of 7 years
- Replacement parts and labour
- Priority service booking
- Annual safety check (virtual as standard, on-site where required)
- Software and firmware support (where applicable)
- Loan unit priority (subject to availability)
Gold Care – 7 year premium care with priority support and annual safety checks
- Extends the standard warranty to a total of 7 years
- Replacement parts and labour (fully inclusive)
- Priority customer support (front of queue)
- Free annual safety check, virtual or on-site depending on product and location
- Preventative maintenance review
- White-glove escalation handling
- Preferential scheduling during peak periods
All Extended Care plans must be registered and approved by Ignition Works Pty Ltd T/As Decoflame.
Terms & Conditions
These are Decoflame’s terms for the program. In them, “Decoflame”, “our” and “we” mean Ignition Works Pty Ltd.
1. Overview
The Decoflame Extended Care Program (“Extended Care”) is an optional paid warranty extension offered by Ignition Works Pty Ltd (“Decoflame”) through authorised resellers only. Extended Care operates in addition to Decoflame’s standard 2-year manufacturer warranty.
2. Eligibility
Extended Care is available only for new Decoflame Net Zero Fireplace products purchased from an authorised Decoflame reseller in Australia. The Extended Care plan must be purchased within 14 days of installation and your product must also be registered with proof of purchase via our website.
3. Coverage Period
Coverage commences immediately after expiry of the standard manufacturer warranty and continues for the duration specified under the selected plan.
4. What Is Covered
Subject to these Terms:
- Replacement parts and/or labour as specified under the selected tier
- Defects in materials or workmanship under normal residential use
- Approved service work authorised by Decoflame
5. What Is Not Covered
Extended Care does not cover:
- Glass, consumables, or cosmetic wear
- Damage caused by misuse, abuse, negligence, or unauthorised modification
- Incorrect installation or non-compliance with installation manuals
- Damage due to use of non-approved ethanol fuel
- Acts of God, accidents, floods, fire, or external damage
6. Fuel Compliance
Only approved odourless ethanol fuel of the strength stated in your product’s manual (96.5–97.5%) may be used. Use of non-compliant fuel will void all warranty and Extended Care coverage.
7. Service & Repairs
All service requests must be lodged through Decoflame. Decoflame reserves the right to repair, replace, or substitute parts or products at its discretion.
8. Safety Checks
Annual safety checks included under selected tiers may be conducted virtually or on-site as determined by Decoflame.
9. Transferability
Extended Care plans are non-transferable unless expressly stated in writing.
10. Refunds
Extended Care fees are non-refundable once activated.
11. Australian Consumer Law
These Terms operate in addition to rights under the Australian Consumer Law. Nothing in these Terms limits those rights.
12. Governing Law
These Terms are governed by the laws of Queensland, Australia.