WARRANTY – HOW ARE YOU COVERED?
We keep an accurate record of your purchase and the warranty associated with it – we’re keen to resolve any issues that may arise with the professionalism that you would expect.
While we invest a great deal of time designing tools that are robust and made to a high standard, like all machines, at times they do fail and we like to make things straight forward and easy for you to understand.
Our one-year warranty was established so that you can really have faith in your purchase and by extension, us, as an established reputable manufacturer and seller of domestic tools and machinery.
We want you to be sure that if there is a problem you can speak to a UK-based team that will evaluate the problem and ascertain what can be done to get things resolved for you.
EXCLUSIONS
We are not able to extend this warranty to wear and tear parts. In order for this to be clear we have taken some examples from popular machines for easy reference. These include but are not limited to:
Two Stroke Garden Tools (including Brush Cutter, Multi Function Garden Tool, Earth Auger, Chainsaw)
- Recoil Starter, Bar, Chain, Spark Plug, Carburettor, Filters, Chain Catchers, Spool Heads / Cutting Blades, Blades
Four Stroke Engine Powered Machinery (Including Pressure Washers, Generators, Water Pumps)
- Recoil Starter, Hose, Lance, Nozzles, Plastic Connectors, Wheels, Air Filters, Exhausts.
Air-Compressor
- Quick Release Valve, Cowling,
Every effort is made to work pro-actively to provide a solution. When parts such as those given above are required to be purchased, we work hard to ensure that a stock is maintained in order to make them available to you via the product pages on the website. We will direct you to the link if your enquiry is by email or send it on if we speak by phone.
If they are not listed under spare parts, we may still be able to help and we shall endeavour to do so. Please do not hesitate to contact us should you need to discuss any aspect of your warranty. We are happy to do so.
MISUSE
Our warranty does not cover the damage incurred to a product during use. Examples include the product becoming damaged while in use and also being used incorrectly or against manufacturer recommendations.
We do however take great pride in our high level of customer care and will happily do what we can do assist you in getting up and running once more.
WHAT HAPPENS IF THERE IS A FAULT WITH YOUR MACHINE?
We keep an accurate record of your purchase and the warranty associated with it – we’re keen to resolve any issues that may arise with the professionalism that you would expect.
LET US KNOW
Call one of our team or send us an email. We may ask for further information to understand the issue – this will be assessed by a member of the technical team
We may be able to solve the issue with some advice or by sending you a part.
PICK UP and DROP OFF
It may be that we need to get the item back for a repair or exchange. We try very hard to make this as hassle free as possible. We send you a pre-paid returns label so that you can return the item at no cost to yourself.
30 DAYS
If the issue has occurred in the first 30 days we will of course be able to recover your item and aside from a repair or replacement. However, there is a refund option at this point if the fault is evident upon return.
Our design team put a lot of thought and energy into our products to make sure that you have a tool or machine that is reliable and works perfectly, just as it should. If there is a fault, we work hard to ensure we get things resolved as speedily as possible.
COMMERCIAL USE
We need to make it clear that unless otherwise stated, given or implied we do not offer any warranty to products that are being used for hire or reward (Commercial Use).
ASSURED RESPONSE FROM A UK TEAM
We have a dedicated team at our Headquarters here in Louth Lincolnshire who are customer focussed and will always be happy to find the best solution for you. We do not expect you to have any issue at all of course, our machines are fully quality tested and assured which is no less than you’d expect from a company with a rising reputation for quality tools at a very favourable price-point. That’s a strong point, price, as we are sure you agree, but just as important is after sales service and a timely response if things aren’t quite as they should be. You can rely on us to respond when you need us.
E Evanson –
Takes about two hours to build and instructions are ok.Had an issue with the regulator not fitting my gas canister so I contacted the customer services who were very helpful and sorted me out – I cannot fault them at all.Used it for the past couple of nights for the first time, looks amazing and gives a nice light but really disappointed with the heat output – have to stand right next to it to get any warmth, even one step away you feel no difference.Really disappointed as the main reason for buying it was to enable us to sit outside longer at night and take the chill out of the air. It’s a very expensive night light and if I could I would send it back but it would be impossible to dismantle it and I’ve discarded the packaging.If anyone has had similar issues and rectified it some way – maybe we are doing something wrong – please advise?! Gas is on full.
5 people found this helpful
Dave –
Very nice item. Heat output pretty good. Written assembly instructions are poor but I was sent a YouTube video link by the supplier which made things pretty easy to be fair. Some edges are sharp as reported by some, but maybe try wearing gloves and maybe try taking a bit of care? Worked a treat! Really pleased and would recommend.
Alan Bracken –
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All arrived quickly and extraordinarily well packaged etc… be prepared for a little time to unpack and construct but it’s easy to do if you follow the instruction. Its well worth the investment though as they look amazing, everyone comments. And I guess the real mark of customer service is when something isn’t quite right, and we had a bent base on the second tower which whilst allowed completion meant it was slightly wobbly on it’s feet. I emailed and the replacement part was with me within 3 days and now both our towers are perfect. Absolutely brilliant service and top quality product. If you want flame towers, I’ve not seen any better than these.
Gill –
Bought this to go on our patio next to the hot tub. Looks fabulous and gives out just the right amount of heat to keep us warm when we get out of the hot tub. We will get lots of use out of this, not just by the hot tub but also on the patio – it’s portable (needs 2 people) – has lockable wheels. Fast delivery and I made some enquiries with the seller – received very fast and efficient responses. Don’t look any further!
Jonathan Campbell –
Really beautiful outdoor heater that has good heat. Easier to assemble than you would think. Glad fluke broke after 3 uses but supplier were really efficient and sent out a brand new glass flume free of charge (that was better than the original as it came in one piece). The odd manufacturing default will happen with these things so great to know that the vendor is so easy to deal with. Would definitely recommend and I may buy a second!
One person found this helpful
Mary –
The assembly instructions were clear in the main though a couple of times we had to undo what was said to fit another part and then re-do the original. The screws are quite small and fiddly and the panelling needs to be shoved into place at times for the screw holes to match. You definitely need 2 people to assemble it all.The rubber ring on which the glass tubes sit was missing from the original packaging but the seller was very quick to respond (on a Sunday afternoon!) and the ring arrived by the following Saturday. The heat output is good, particularly for the upper body.The cover managed to blow off in the strong wind so we have since tied it with string in a couple of places.A good product in all, just be prepared for the assembly!
hi –
This item was purchased for my husband 60th birthday party to provide good overall heat for my guests . It arrived on time and was easy to assemble. Looked really impressive on my decking and would recommend.
simon –
Great product, reasonably easy to build. Very disappointed that with first wind the cover came off and blew away, never to be seen again. It actually flew out of the garden!!!
Judith Dickinson –
For those cool evenings however it doesn’t push out a lot of heat ( need to be very close to the heater). There are some sharp holes along the bottom (? Air vents ) which we find a hazard as we have a young grand daughter who got her finger cut in one of them despite the cover being on – as it rides up ( heater was off at the time ) she is never around when it is on. But the holes are razor sharp the damage could have been worse !!
Jane Nelson –
Good value and looks good. Easy to ignite but only criticism is that instructions are not very clear and pictures/print are too small to make out where screws should go. Had to go into YouTube to Watch video as video which should have been included was missing. Took 2 people approximately 2 hours to build so if you are not good with self assembly you may struggle to put it together.
One person found this helpful
Amazon Customer –
jeathinder khakh –
This outdoor Heater is fantastic, and would recommend it to everyone, looks amazing in the garden, the only thing I would say is to ask for a video to build it . I spoke to someone called Micheal from burrowmount ,who has been fantastic, sent me the videos, and is there for you step by step , never mind ten out of ten , he definitely deserves hundred out of hundred . The heat from the heater is fantastic, I would recommend this product to everyone, and well worth the money
Bryan Pegg –
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Despite waiting a while for arrival of this item, which we knew about from the start, the heater did in fact turn up 10 days earlier than expected.The heater is fantastic as is the little Bluetooth speaker which although small belts out the sound.My only criticism i have and it is only a small one, the instruction booklet although informative the diagrams are small and sometimes difficult to understand, the video that was emailed to me as part of the order invoice, is much easier to watch and follow.Since i posted my video on social media a few have my friends have asked me loads of questions about my patio heater and where i had purchased it from.All in all a fantastic Patio Heater which does exactly what i wanted it to do.Great customer service and always kept up to date with product shipping.Well done.
One person found this helpful
Martin P. –
Where do I start… The panels were scratched where the factory has cut the protective plastic on the metal… In one place so badly scratched I’ve put that panel at the back to hide it as best as possible…The instructions left out steps and are very awkward to read due to very small diagrams.The heat output is massively disappointing, I thought I would spend more money to ensure a quality product and I honestly wish I had gone for one of the £179.99 ones from Amazon Essentials instead.The included cover doesn’t fit the unit at the bottom as it’s too small.The additional Bluetooth speaker is just a random cheap Bluetooth speaker that doesn’t fit to the unit in any way shape or form, seriously do not bother with it. You can get yourself a decent Bluetooth speaker for exactly the same price.All in all rather disappointed.
10 people found this helpful
Joyce –
V pleased with the heater now it is built up. Instruct were difficult to follow at times, largely due to the size of diagrams in the instructions booklet, also the doors are v sharp on the corners/edged so car needed when assembling. V pleased with the finished results looks v stylish & cover is good quality for storage, when not in use. . Looking forward to using later I the summer would recommend to others
2 people found this helpful
Mick M –
This product was quite straightforward to assemble, provided you carefully read the instructions and diagrams. However a couple of the predrilled screw fixings did not line up. This was not too significant and did not affect the solidity.The heater was easy to use and worked well although we did notice heat was not so effective when very windy (probably as you would expect really). Definitely a good buy for the price.
Ijarnold –
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Excellent patio heater well worth paying the extra for this superior looking machine. A talking point on any patio. Looks amazing when lit and when dark just looking at it you feel warm!Took about 2 hours to put together not rushing and maybe a beer or two in between. Burrowmount the suppliers were second to none, had a tiny issue of a missing nut, contacted them had a speedy response and was sorted immediately. Would highly recommend this supplier and product especially as we are all going to be spending more time in our own outdoor area. You would not be disappointed.This was a 40th birthday present for the man who has everything….. and he loved itIrene Essex
Hayley webb –
Very happy with my patio heater, looks really stylish and gives out a lot of heat. Would really recommend.
Colin Reeves –
Product is beautifully designed and looks amazing and certainly compliments my decking. Easy to build but takes a couple of hours to ensure everything is done correctly. Very good heat off the unit and because it is on wheels – you can move it around and place it where you like! Only fault on the unit after unpacking was that the top cover – the heat reflector was bent around the corners. But a few minutes with a set of pliers helped to straighten it out and to get it to an acceptable level.. though not perfect. The unit comes with a handy outdoor cover. After unpacking I noticed that some of the stitching around one of the corners had come undone.. but a needle and thread soon repaired this. The zip also does not fully go down to the bottom of the unit – as you can see on my picture. You also have to use a small step ladder to fit the cover – as the heater is quite high! But overall – pleased with my purchase and look forward to having many enjoyable nights outside with it.
41 people found this helpful
Michelle Page –
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Love this patio heater, it looks amazing in my garden, the heat output is perfect and has kept us warm on cold nights. I’m so pleased I bought this, it’s perfect.Customer service has been the best. Delivery was quick, I had the heater within days of ordering.
Adrian Goggin –
I very rarely write reviews, only if something good, or bad, really stands out which is the case here. Firstly the negative, the first time we used the patio heater the glass tubes cracked, however the service provided after I contacted them was absolutely stunning. Speedy email responses, which switched to mobile calls with their specialist who quickly diagnosed the issue and sent through a new glass tube and some additional dropper screws to allow more air through which has worked really well.The patio heater itself is very eye catching and generates a fair amount of heat, I’m not convinced that the Bluetooth speaker is worth the additional cost as it’s very fragile and tinny but that is a small thing.However to end on a positive, I would recommend that you can purchase this eye catching product and still be very reassured by the fact that should there be an issue the post sale support is fantastic.
Bruce Burgoyne –
We have found this to be a really excellent product and have really enjoyed having it since the end of 2020.It also looks fantastic when it is working.The customer service from Regine at Burrowmount has been really excellent and very much appreciated
Raymond –
Very pleased , looks great .
Frank Brennan –
Looks great finished – but a lot of work to put it together and the instructions weren’t great particularly for a novice like me (IKEA on speed !!)
Peter alexander –
Great productHad an issue with the burner section it would not let the gas throughEmailed explained the problem and they sent out a new ( Tested) burner assemblyWorked straight away great service great product see comment on instructionsBut apart from that I would recommend this product and the company with out any hesitation
One person found this helpful
Mr. K. Parker –
After reading reviews of many similar products I settled on this one due to many more positive reviews than most of the alternatives which had comments re poor quality and cut fingers from sharp steel edges. This was a bit more expensive but it turns out well worth the extra cost. There are so many on the market, many are cheaper, glad I paid a little extra for the quality.Very well made, sheet steel well finished with no sharp edges, easy to build up (make sure you study the diagrams VERY closely, I gaffed a few times but on checking back it was because I hadn’t looked closely enough at the drawings).Looks great, decent heat (in strong winds/breezes like all patio heaters whatever the design it will struggle).Two points to note -firstly nothing in the instructions re fitting the battery (a quick note to and reply from the seller sorted, great customer service)Secondly make sure you get the right propane cylinder to fit the regulator supplied. I got the wrong one (standard Calor 13kg propane) when it should have been Calor Patio Gas. No fault of the supplier, just be aware.All in all well pleased with the product and service.
2 people found this helpful
Nicholas A. –
This is a great product and looks good, heats the patio effectively.Be very careful when assembling as some edges are razor sharp – I would suggest wearing gloves very strongly.
Amazon Customer –
We bought the heater during “lockdown “in order to get the maximum use of the garden. The assembly instructions were easy to follow and once assembled it was fairly easy to move into position. We’re looking forward to using it over the winter.We had a small problem with the glass tube but customer services were fantastic. They could not have been more helpful and sorted it out immediately. We wish more companies took as much pride in their customer relations.
Sarah –
Excellent, for a start it arrived two weeks earlier than expected.It did take a couple of hours to put together. But we absolutely love the patio heater, with the uncertain times that we are living through and with me working from home must days, to relax I like to get out and spend time in the garden. The patio heater means that I will be able to spend all dry evenings through the autumn/winter in the garden. The heat that it gives off is fantastic, the weather is not cold enough to use it on full power.
nguyet nguyen –
This heater very nice, but very difficult to fix, the end work well
steve –
This is a very good quality product it arrived on time and was well packaged. It was easy to put together for anyone with some DIY skills although it is a fair bit of work and takes some time. All the main steel edges are folded over to avoid sharp edges and everything fitted together well. The instructions were ok although some parts were pre-assembled (which simplyfied things). All parts seem to be of a high quality and the look when constructed is very smart. The supplied cover is also decent quality with a zip from top to bottom. The heater looks good when lit giving out a fair bit of light and the heat output is ok although not as much as our previous heater which had a large heater grill and big umbrella reflector to beam heat down – this was expected as it is different type of heater to the previous one. It is easy to manoeuvre without the gas bottle on board but like all of these it is difficult when heavy bottle is in the unit. I would definitely recommend this for anyone who wants a pyramid shaped heater with the flame in glass tube effect.
D J DRURY –
Well packed on arrival. Looks great on our patio, impressive when using as the sun goes down, and as described. Overall a good product although hard to move around (wheels could be better) – have to remove gas canisters first! Needed to get another regulator to use butane gas via amazon which was quite easily obtained. We strengthened our base with wood to improve it. Not a great amount of heat but nice addition to the patio.
One person found this helpful
paul –
It must be noted that this product is extremely tall and top heavy so should be secured if being left out side….it is extremly difficult to maouver when gas is inside as the cylinder keeps sliding around and because it is so tall. The heat out put is small..
Kerry –
What a great find! This patio heater has brought our patio to life, no more cold evenings and heading indoors when the sun goes down, we have had some great evenings enjoying the heat and ambiance provided by this heater. It is the talk of our friends and we have shared the link on numerous occasions to others who love it as much as we do. Easy to put together and use, the cover provided is a great addition keeping it looking like new. The photos don’t do it justice but gives you a feel for how it looks. We have not needed to use it on full heat as it kicks out so much heat, making it efficient to run as well. Great product and superb communication while awaiting delivery, thank you.
Clint Sharp –
Having read through some of the other reviews, I was a bit hesitant at first to order this item. I am now glad I did! The heater arrived earlier than expected and was extremely well packaged. Any fragile part, for example the glass tube, was encased in thick expanded polystyrene and very well protected from damage. The instructions were clear and easy to follow and as with any home assembly, read instructions first, check all screws and fixings and separate them by size etc. From start to finish, the assembly process took just under 1.5hrs. Some reviews claimed the metal sheets were razor sharp, but I did not experience this. That said, if you are prepared to slide any body part down the side of a piece of sheet metal, expect to get cut, much like a sheet of paper! I did have one very small issue in that three of the fixing holes on the top plate had sadly not been tapped during the manufacturing process. I contacted the company direct and they were amazing. They instantly sent a replacement – no issues at all. I was even contacted after as a follow up to ensure I had received the plate and that all was okay.So, to the item itself. Its a great patio heater and looks the part in the garden. Some heaters look too industrial or much like an oil can with a large pole attached. I have stood under some of these and start to feel ill because the heat is so intense. However this patio heater is great for heat control. Its not “nuclear” when its on full, but provides a nice, gentle heat that means you can spend so much more time sitting in the garden in those chillier autumn/winter evenings. The heat is background, which means you will not be sitting out in shorts and t-shirt in December, so expect to wear sensible clothing. For me what is essential is that you do not come away with a suntan after sitting under it.We have had friends round for evening drinks and they are amazed at the quality of the heater and especially how great it looks.In the last few weeks we have had some extremely high winds and I expected to find the heater on its side one morning. This did not happen at all. The heater is slightly unstable with no gas bottle in it, but once you have that bottle connected, the heater is not going anywhere. You would have to hit it quite hard to knock it over.The design is great in that as well as heat, you have a lovely flame that passes up the glass tube, which, as well as proving some subtle background light, you also get the romantic view of a real flame.I cannot recommend this patio heater enough. Yes, its a little bit more expensive that some other heaters on the market, but as with just about anything, you really do get what you pay for.In terms of the supplier, this can also be very important when purchasing any item. Again, I cannot praise the supplier enough for their support and rectification of the one little fault I had. Manufacturing processes do go wrong from time to time, but was is essential is that we are all supported by the supplier or outlet from where we purchased the item. Customer care is of utmost importance and the supplier of this patio heater is second to none. I will certainly do business with them again.
39 people found this helpful
Adrian D –
It is not hard to put together although the instructions are misleading. Pay close attention. Its easy to miss some screws on the frame, and also to not ensure the side where the panel drops in to cover the gas bottle is the side where the controls are. We had to take it half apart again. Mkae sure the slots at the bottom face the same way as control knob. You have been warned! Other than that its fine, reasonable output, looks good, and the cover that comes with it is also pretty reasonable quality. Would I buy it again at that price. Yes I would.
One person found this helpful
Blue bell –
This company are fantastic they have been so helpful, I would definitely recommend this garden heater all I can say is BRILLIANT
neil37 –
Was reasonably easy to assemble but does take a morning – lots of pieces – and the instructions aren’t great. Looks good and seems to work well. Not that easy to manoeuvre given its height but okay on a firm surface with the wheels. It is at risk of blowing over in strong winds so I’ve taken to attaching it to the drainpipe with a strap when not in use .
One person found this helpful
Alistair Vallance –
Received this product earlier than expected, had a few little issues building it but mostly just not reading the instructions properly, one cut on the finger near the end getting the cellophane off the sides, had read previously to be careful of this, the product is very big, however we are delighted with it, the heat from it is good and light from it is amazing when you put the heater up full and see the flames going up the glass, good purchase.
Drishti –
This is an amazing product I and my husband are absolutely in love with it. We bought it for our special occasion and our guests were just standing by it and enjoying the heat. A must buy product for homeowners.
Jon Westwood –
Having seen these types of heaters before we really wanted one for our garden as they are such a great source of heat and also, they look amazing.I spent a little while looking at various different makes/models and decided to go for this one as the price was extremely reasonable. Well we are so glad that we did.It is really easy to put together and the seller even sent us an email with a complete video tutorial on how to build it from scratch which was really helpful as the instructions although OK are not brilliant.After installing I needed a little advice on a clip that was missing so Contacted seller and they were both polite and extremely helpful. Will definitely be coming back to them for some of their other items
2 people found this helpful
Amazon Customer –
The patio heater is amazing however I had ordered 2no but only received 1no, the case is still ongoing and I am sure this will be resolved.
sandra bromley –
Some holes didn’t meet up but still managed to assemble ( hubby not me ) looks fantastic!
Kevin –
Fantastic, effective, good looking heater both lit or not. Should have bought one years ago & in fact now thinking of buying a second for another patio.Assembly I thought not difficult if you follow the online instructions (that’s a strong tip) but it takes 2 people at the last phase of assembly in fairness.Bottle needed is a 27 mm propane.Really impressed.
Amazon Customer –
Assembled as instructed, lit and found flame not to be right. Upon removing the burner, found that the manufacturer had not assembled it correctly meaning gas was not directed via the burner causing the flame to be mis-directed and burning out the seal and causing other superficial damage. Could have been serious damage if I had left it to burn any longer than a few seconds. Quality control in assembly fault. Problem was simple to rectify.Contacted seller who were very quick to act and sent replacement part. I would rate the seller excellent.Apart from this an excellent product.
Amazon Customer –
Looks good, easy to manoeuvre but very little heat output.
Dr. C Wilson –
This has been one our best buys this year. It was easy to assemble and has made meeting up outside in our garden much easier in the winter.Easy to assemble, and move around.Communications with the seller have also been excellent.
Amazon Customer –
After admiring the design abroad we chose this based on the reviews, appearance and price. Yes, it takes a while to assemble and some metal edges are sharp but overall the quality is good. It’s sturdy, throws a good heat over a decent area and is a real showpiece in the garden.
Amazon Customer –
A great patio heater with overall heating generating heat over a wide distance Customer service 2nd to none I had a small problem mainly my own fault and it was sorted within days My only concern is instructions could be better ie pointing out magnetic bar points forward to attach door panel
Pauline Dale –
Liked the look if it and the heat . I didn’t like the cover it was very shiny and made it look obviously big covered up . I paid someone to put it together he said it took a few hours wasn’t too bad … I love it adds class to a patio or decking